Consumer complaint received 2018-10-26
Company: WELLS FARGO & COMPANY
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
I have an account that is automatically charged on the XXXX of each month. I checked my bank account around XXXX on XX/XX/2018 to ensure it was positive going into the next day. May bank account showed my balance at {$40.00} on XX/XX/18 around XXXX XXXX. When I logged in around XXXX on XX/XX/18 my account showed - {$78.00}. Expecting this charge on a different account and having overdraft protection I immediately transferred {$87.00}. With my overdraft protection I should not be charged overdrafts for any incidents that are fixed same day. I checked my bank account again later in the day only to find that I was charged two overdrafts for transactions posted on 08/06/18. 

I went by a local Wells Fargo location to speak with a banker on XX/XX/18 and was helped by a XXXX XXXX XXXX. He informed me that the overdrafts were due to to the {$110.00} charge that occurred on XX/XX/18. I inquired as to how I could've been negative on XX/XX/18 from a charge that occurred on XX/XX/18. I asked to be able to see the exact minutes that the transactions occurred. I was told that I am not allowed to see that information. I requested that the issue be escalated to their resolution team and took my leave that day. 

I obtained paperwork from the company that initiated the auto charge on my account showing that the charge was applied at XXXX XXXX on XX/XX/18. I returned to the bank after being contacted by XXXX. He informed me that he was told the charge occurred on XX/XX/18, so I showed him the paperwork. He informed me that with the information he had it showed XX/XX/18 so I asked for either proof or escalation. He escalated it to the resolution team again. 

Weeks later I received a letter dated XX/XX/18 from the resolution team stating that I was wrong, and the offending charge was from XX/XX/18 in nicer terms than I just used, and was signed by a XXXX XXXX. The letter included a phone number to reach the resolution team. I called the resolution team on XX/XX/18, but XXXX was unable to help me so I spoke with the person who answered the call. The call took roughly an hour of time in which she herself stated that she didn't understand what was happening because it was " Showing XX/XX/18 on all areas of the system except one that was showing XX/XX/18 ''. I was told that she was going to have it looked into. I was contacted by XXXX again on XX/XX/18 and he told me he had spoken with a supervisor at the resolution center and that she had advised contacting the company who handles the charges from the company that charged me, and he advised me to call the resolution team again and ask to speak with a manager. 

I called the resolution team on XX/XX/18 but they couldn't connect me with a manager and asked to have the situation explained to them. Again was given a similar answer of  " it shows XX/XX/18 '', which I debated and reached no resolution. I called the resolution team for the third time on XX/XX/18 and got to speak with a manager. When the manager looked over my account she could find no reason why I should've been charged any overdraft fees and offered to refund the money and remove the fees. I stated that I didn't want the fees removed until after I had been given a reason why I was charged these fees. She advised contacting the company that runs the finances for the company that charged me, but otherwise no actual resolution to why I was charged has been provided, and I am still not allowed to view my own balances in a way that doesn't show them fraudulently charging overdraft fees. She also informed me that I shouldn't have the phone number that was supplied by her own employee, and if I had any further questions I should contact the banker that referred me to a manager in the first place.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief