Consumer complaint received 2021-10-13
Company: WELLS FARGO & COMPANY
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
In XXXX I made a {$190.00} payment to my credit to satisfy the minimum payment due on XXXX. The Wells Fargo website confirmed my payment went through and would be applied to the payment due date of XXXX. On XX/XX/XXXX, Wells Fargo started calling me every day telling my I never made a payment in XXXX. They said my account was deliquent and past due. They threatened me with fees, fines, and harmful damage to my credit scores. The Wells Fargo representatives gave me conflicting information as to why this happened, but after several days and many conversations with too many reps to remember, I finally got a straight answer. Wells Fargo took the money I gave them in XXXX and applied it to the XXXX billing cycle. Because I was being called, theatened, and harassed every day - sometimes multiple times in a single day - I was eventually coerced into making a phone payment I knew I could not afford. I tried explaining many many times that we can not afford to make the same monthly payment twice. I begged them to take the money I gave them in XXXX and put it where it belongs. They said the money I gave them in XXXX went to the XXXX billing cycle and there was nothing they could do - other than charge me fees, fines, interest, and hurt my credit - that was the only thing they " offered '' me. So I was coerced into making a credit card payment over the phone which came out of my checking account on XX/XX/XXXX. The payment included the money I already gave them in XXXX, plus the money that was due for the XXXX cycle. So it was more than double my normal monthly payment and I knew I would never be able to afford that. As a direct result of being forced to make the same payment twice, I have now been charged hundreds and hundreds of dollars in overdraft fees. My checking account is negative over {$400.00}. I am sure that my checking account would be positive, I am sure I would not have had any overdraft fees if Wells Fargo simply took the money I gave them in XXXX and applied it to the correct billing cycle. I have tried many many times to resolve this with Wells Fargo directly and they have consistently been completely unwilling to help me. Now, my family is in a crisis. I get paid tomorrow XX/XX/XXXX. But my account is currently hundreds of dollars in the negative. If this is not resolved today, when I get paid tomorrow, the negative amount will eat up a large portion of my paycheck and we had to ration the food in the pantry to get by this week so we're currently all out of food. I will not be able to feed my XXXX children and pay my bills unless I can get Wells Fargo to refund all of the overdraft fees in full. We are already struggling because we couldn't even afford to make the same payment twice but we did so anyways because of all the threats and harassment. We are already hurting and, considering I did nothing irresponsible to contribute to this situation, I think the very least Wells Fargo can do is refund all of the overdraft fees in full.

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