Consumer complaint received 2018-02-15
Company: WELLS FARGO & COMPANY
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On XX/XX/XXXX I made multiple payments to payees by using my debit card because I can not access online banking for 7 months. The payments were posted on my account on XX/XX/XXXX. 

XX/XX/XXXX all payments shows delinquent, late fee and extra fees. 

On XX/XX/XXXX I went to the bank XXXX branch regarding why payee never posted payment plus late charges, extra fees. The branch employee XXXX T notarized bank statement showing all payment were paid and valid. 

On XX/XX/XXXX the amount {$650.00} were deducted from my checking account by bank employee named " XXXX '' ID # XXXX. According to agreement, I have asked him to put funds back to payee to avoid delinquency and all late charge, fees. He agreed before he deducted funds {$650.00} from my account. I also asked him to send me a confirmation letter by mail and email. However I never received confirmation letter and email. 

On XX/XX/XXXX payee repeatedly stated they never received payments. Therefore I contacted bank 's feedback line with case # XXXX. But I never heard anything within 1 business day. Later on I was told that someone put wrong phone number. 

On XX/XX/XXXX I went to branch again in XXXX. I have asked the same employee and her manager why the problem still existed. The banker can not resolve anything for me. I was asked to call bank 's feed back line to report problem again per the direction from branch manager XXXX XXXX. The feed back line gave me another case # XXXX. 

I have encountered extremely difficult time and intention torture because payee continue stated they never received payments. However on my side, I already made payments since XX/XX/XXXX. 

On XX/XX/XXXX I contacted bank by phone, a employee named " XXXX '' told me it takes 30-45 days to put funds back to payee. She said the bank sent a letter on XX/XX/XXXX to payees stating error. 

On XX/XX/XXXX bank 's executive officer XXXX XXXX contact me via phone. He was very clear about what had happened as I described above. 

On XX/XX/XXXX XXXX XXXX contact me again regarding same problem. Because intentional torture and breach verbal agreement, I feel bank employee possess customer 's funds without paying back to payee. I have told the XXXX XXXX the serious consequence : Not only principle {$630.00} shows delinquent, but also there is a extra {$320.00} late fee which lead big financial loss. I have asked the bank to pay damages and losses plus unpaid promotional bonus {$1000.00} for the 30 debit purchases I made in 3 months for 2 checking accounts. 

XXXX XXXX told me it takes 10 business days to resolve the issues. However its been almost two months from XX/XX/XXXX this problem still existed. I had no this issue in the past. I have no choice but to ask CFPB : if its payees fault or bank 's fault? Payee does not provide receipt, no services & benefits, extremely dissatisfied services plus lawsuit for my life damages. Bank does not want to pay promotional bonus which give me extremely difficult time and torture to cause me financial loss. 

I have all proof, evidence upon request due to safeguard privacy and personal 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