Consumer complaint received 2023-03-06
Company: WELLS FARGO & COMPANY
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/XXXX Wells Fargo deposited {$960.00} into my checking account. Next to the deposited amount was this explanation ; DEP ADJ-LIST OF CHECKS NOT INCLUDED I immediately called Wells Fargo and asked what that deposit was for, what checks they were referring to and when the original error took place. They could not answer even one of my questions but assured me that the money was mine. I FLAT OUT told them they had made a mistake and I was sure the money did not belong to me as I keep a pretty close eye on my accounts. They put me on hold for a long, long wait while they reached out to their " Research Department ''. They finally returned and told me that again, they couldn't give me the specifics of the mistake but, that the money belonged to me and that was that. I got off the phone and told my Husband " they are crazy... it's not our money. '' A week later I received a letter in the mail from Wells Fargo. The letter, dated XXXX stated that they had received a deposit made to my account in the amount of {$120.00} but, the amount they received was {$1000.00} therefore they credited me {$960.00}. On the back of the letter was a photo copy of my check # XXXX, made out to XXXX ( our Gardner ), which appeared uncashed in the amount of {$120.00}. NONE of it made sense to me but, I wasn't willing to call them again and waste 45 minutes of my time to again hang up without clear answers so I left it alone. I didn't hear another word about it. In late XXXX I gathered all of our XXXX information banking and otherwise to prepare for tax season. 

On XX/XX/XXXX Wells Fargo removed {$960.00} from our account with this explanation ; Transaction correction - Reverse transaction of {$960.00} posted to account in error on XX/XX/XXXX - REF # XXXX They also withdrew {$120.00} from check # XXXX dated XXXX. The same check they copied on the back of the XXXX letter I mentioned above. 
Removing this money so late in the month WITHOUT notice caused my account to overdraft which caused them to pull money out of my savings account in order to cover their withdrawal. Then I had to pull more money out of my savings account to cover two automatic payments both dated XX/XX/XXXX. 
I do not understand how it's okay for Wells Fargo to just " reach '' into my account ( s ) and deposit money without a full and detailed explanation LET ALONE " reach '' back in to remove funds ... {$960.00} which is a lot of funds to me. 
How is it okay that they can't balance their own accounts? 
They are a bank ... shouldn't they be able to balance better than this? 
Shouldn't they be able to show me a money trail so it makes sense where my error was? 
How is it okay for them to not do a full audit on this situation when I called to tell them the money wasn't ours last year? Let alone TEN MONTHS LATER! 
They called me this morning because I called on the XXXX and put in another complaint and THEY STILL CAN NOT GIVE ME A MONEY TRAIL WHICH I CAN FOLLOW TO MAKE SENSE OF ANY OF THIS! I think that is so wrong. I believe I am entitled to a full and complete explanation with a money trail that is easy to follow and they refuse to give me one. I asked to meet with a Bank Manager near me to get answers and XXXX XXXX ( the person who called me today ) told me a bank manager couldn't tell me how this happened either. 
Please help me. I am so frustrated and Wells Fargo just talks me in circles until I am so tired and upset I can't see straight. 

The person I heard from today is XXXX XXXX Senior Escalation Representative with Wells Fargo Ent. Complaint & Remediation XXXX She gave me no helpful or useful 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