Consumer complaint received 2018-11-06
Company: WELLS FARGO & COMPANY
State: AR
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2018 I was issued a temporary provisional credit of {$100.00} for a disputed transaction with XXXX XXXX XXXX XXXX. Within the next few days, XXXX agreed to refund the transactions, There were 2 ( 1 for XXXX & 1 for {$71.00}. ) I called wells fargo claims dept to let them know they agreed to refund me and said it should post in 3-5 business days. I asked if there was anything else I needed to do, and was told call  back if I do not receive the credit. Otherwise, nothing else I needed to do. That if a reversal was going to be done that it would be immediately upon refund of my transactions. On XX/XX/2018 at XXXX XXXX I received a secure email that said the following : Subject : Claim XXXX : Provisional Credit From : ATM/Debit/Prepaid Card XX/XX/2018 XXXX XXXX  Contact Us Account temporarily credited ATM/Debit/Prepaid Card Claim Reference Number XXXX RE : Debit Card XXXX- We are processing a temporary credit to your account XXXX. This credit is provisional until our investigation is complete. 
We have sent a detailed letter by mail. Please refer to the letter for the credit amount. 
To view the credit amount online, allow one business day for processing ; then go to Account Activity. 
Once the investigation is complete, we will notify you of the final outcome. 
If you have questions, please call us at XXXX. Our hours are : Monday - Friday, XXXX XXXX to XXXX XXXX or Saturday, XXXX XXXX to XXXX XXXX  Eastern Time. 
For more information regarding the claims process, visit www.wellsfargo.com/claimstips. 
Thank you for your patience in this matter. 
Sincerely, Wells Fargo Claims Assistance Center You received this notification because you are a cardholder, account owner, or an authorized representative for this account. 

On XX/XX/2018, a credit in the amount of refund of {$100.00} from XXXX posted to my account. ON XX/XX/2018 the second return posted for {$71.00}, I did not receive a provisional credit for this charge.I never received any other correspondence from Wells Fargo by email or mail, so I assumed that it was all over and done with.6 weeks later On XX/XX/2018, out of the blue I received a reversal of the provisional credit which over-drafted my account by {$53.00}. I also received a overdraft fee of {$35.00} because of this reversal that I wasnt expecting, nor would anyone reasonably expect after that amount of time.. Since they did not process all of my transactions at the same time, I still have 6 pending transactions from the weekend that will post tonight. that total {$50.00} for the 6 pending transactions. When these post I will then be assessed 3 overdraft charges at {$35.00} each totaling an additional {$100.00} in just overdraft fees. Without this unexpected provisional credit reversal, I would have had enough to cover all of my transactions and still be in the positive by over {$50.00}. When I checked the dispute online in my account this morning XX/XX/2018 it was showing the {$71.00} dispute closed but the {$100.00} still processing. The first guy I talked to, I had asked why I was not warned of the reversal in a written letter as promised in secure email or by mail. I am also wondering why they reversed before dispute was closed, when it specifically says that the credit will stay until it is closed and I will be notified. He said they sent a letter about the reversal yesterday on XX/XX/2018. I said when did the letter say the reversal would take place, he said XX/XX/2018 ... They reversed it the same day the letter was sent out. I have not even received the letter and the online account info that I do have access to still shows an open claim.I explained all of this to XXXX this morning, who was only willing to reverse the single overdraft charge from today, but not the {$100.00}. I explained that I understand that the reversal was temporary but that the secure email they sent said temporary until the claim was closed. She denied that they ever sent the email from the claims department, said it may have come from customer service ... the email is clearly sent by the claims dept as shown above. I told her I understand that the credit will be reversed, but that I wanted it applied back to my account and done the right way, as I was verbally told it would be done and additionally stated in the email. After dispute closed and with a warning of when it would be debited by mail or secure email. She said they were unable to do that or reverse any of the overdraft charges that results from the reversal. This reversal should of happened immediately upon refund in XX/XX/XXXX as stated. There is no reason I should have foreseen this to come out of my account 6 weeks later, nor any reason it should of took this long to close the dispute. It should of been done 6 weeks earlier. Wells Fargo needs to continue to be held fully accountable for their deception and misleading information. Upon request I will provide additional documents or proof, including screenshots of relevant account information.

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