Consumer complaint received 2018-08-01
Company: WELLS FARGO & COMPANY
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
XX/XX/2018 attempted contact Wells Fargo Bank by phone, spent hours in branch in XXXX, FL ; tried calling. Get hangups, transfers, mishandled ; no REAL attempt to fix issues : 1 ) Autopay since XX/XX/2018 is routinely paying bills late. Have had same billpay date since bank was XXXX and XXXX XXXX. Only since XX/XX/2018 are bills late.

2 ) They agreed to pay late fees, these have not been paid to date. AND the next month bills were also paid late.

3 ) Attempted to mobile deposit checks on XXXX-18. The site would not allow. One attempt I was told was accepted but not available until XXXX-18. Amount in that was wrong.

4 ) Available balance figure is incorrect as of early XXXX-18. Showed AVAILABILE balance with pending to savings transfer. Available balance should reflect pending transfers. Based on this I made purchases. Next I get email as to {$0.00} balance. I transfer {$500.00} immediately. Then I get overdraft fee hours later and I am told the {$500.00} is pending and not available! So now there is overdraft fee. AND I have no idea how much money I have available to buy food and medications! I can not know how much money is available as their actions are not timely.

Autopay scheduled mostly on XX/XX/XXXX of month. For YEARS!!! Payments going out very late in day, pacific time ; after close of business ( XXXX  ) often or later. They are not adjusted as to holidays or date entered when bill is due. Since XX/XX/2018. Sometimes payment going out on last day of month! I never know when bills are paid, when money coming out of accounts, when transfers are posted and available.

It is IMPOSSIBLE to know my account balance.

Wells Fargo will not accept this is an issue. They tell me I do not understand how to know my balance or use autopay. This is causing me fees, credit issues, problems with venders, financial distress, inability to buy basic food and medicine, overdraft fees, etc.

I have had bank accounts since age XXXX  and I am XXXX. I think I know how to use a bank account : I feel Wells Fargo is handling others money poorly. Attempts to fix are not working, takes hours, never happens.

I have health issues and I really can not god this unfixable problem. They pass from one person to another in phone. They drop calls. Going by branch is also ineffective.

Again, it is IMPOSSIBLE for ANYONE to know finds in their account and respond appropriately.

Autopay is supposed to be guaranteed. The email service is supposed to give timely updates on balances to avoid overdraft fees. The charges are coming out late and at all different times so one can not plan on them. Pending charges not in the AVAILABLE balance. Attempts to transfer funds are not timely so it is ineffective. It is a disaster since XX/XX/2018! And they take no ownership of the problems.

Mind you, it has only been like this since XX/XX/2018. So I guess I do not know how to use a bank account or go online banking and XX/XX/XXXX day bill pay date has ONLY been a problem since XX/XX/2018! Guess I lost my facilities in XX/XX/2018?

Doubt it. Wells Fargo is mishandling and providing untimely account information then benefitting from fees they charge.

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