Consumer complaint received 2018-07-24
Company: WELLS FARGO & COMPANY
State: GA
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:
I am putting a claim against Wells Fargo bank and XXXX XXXX XXXX   they had transferred me to after hours of me trying to get someone to help me figure out why my account is - {$16.00} on XX/XX/2018 I had contacted my bank first and they didn't have any information as to why my money is gone. After talking to several of their agents and getting no where they finally transferred me to the XXXX XXXX and that is when I was informed due to my claim on XX/XX/2018 when my card had been hacked I had been credited my money back but on XXXX of those transactions I was credited twice, once by Wells Fargo and The other by XXXX  where {$24.00} was spent a long with a few other little transactions on the same website. When i had explained to both XXXX XXXX  which one of them was not a manager but was above the other XXXX XXXX and told me there was nothing they could do and if I'm " looking to get the money back to me that it wont happen and there isn't anyway to get that credited back to you again. '' And I don't believe that it's fair, i should not be held responsible for something i had no control over and didnt even know had happened! They said that it is not allowed for me to be credited for one transaction twice but then i proceeded to tell them why should i suffer from a mistake that i did not make. And i asked them if its not allowed to be done why was it done by them if those were the conditions and they knew that. It should be their job to make sure a mistake like that isn't made. And then try and say it is my fault becuase i didnt keep an eye on my account online and look at the transactions plus the deposits so therefor its my fault. After I had talked to the second XXXX XXXX I had asked him if I could talk to his supervisor and he said that it would be 48 hours before he could contact me about this.But i went to wellsfargo in person on XX/XX/2018 to get all the unauthorized transactions taken care of which the man/banker actually sat me down and went through all of my transactions and read them all to me while I pointed out the ones I did and had not authorized. And he calculated that {$140.00} something dollars had been used online that I had not authorized and he even sat on the phone in front of me and put in a claim along with the one i had made the night prior to going to the bank. After all of that he told me that all the money that I had lost would be in my account the next day ( XX/XX/2018 ) which the next day it was on my card like he said it would be. And he even shredded my old card and ordered me a new one and gave me a temporary card in the mean time. He told me everything was good to go and I shouldn't have any other problems. After all of that he suggested I make an online account for wells Fargo to keep up with stuff but I had told him I didn't really know how to work the online stuff for that, the only reason why I needed a user ID and password was for the XXXX XXXX I have on my phone for XXXX which is used by all XXXX associates to get money early from what they have earned so far if they wanted by using Instapay which you can only use once a check. I got to use that for like maybe 2 weeks and all of a sudden Wells Fargo was disconnected from the XXXX XXXX one morning when I went to check it and I tried to connect it back and they have a new security feature to where it keeps Wells Fargo incompatible with the XXXX XXXX. Which I found kind of odd considering it had been working just fine til the day I got money early. But other than that i really didn't see any need for me having the app on my phone when I would usaully just call the number on the back of my phone to check my balance. I literally just got the app the other day and that's how I found out about the - {$16.00} in my account and after all the phone calls and the person I called that directed me to this website to make a claim and have evidence, I made sure to go ever bit of my account online and I found evidence they falsified the statement that I was credited twice, in reality I was only credited once. I have screenshots of my transactions from those dates, and every single one that is from the XXXX for {$24.00} which includes the day it had been purchased off my card, the day it was refunded back to me, and the day they took it back from me. I have them all circled and made sure to get the transactions and deposits underneath so you can see the timeline they went through. No one should have to go through this. Especially when this has put me behind on stuff and had kept me from getting gas, the day it got took from my account just so happened to be when I was going to get gas and my card declined. With being on E, I nearly lost my job. Stuff like this does impact you and effects everything. I sure pray and hope something is done and that this doesn't happen to someone else!

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