Consumer complaint received 2019-04-07
Company: WELLS FARGO & COMPANY
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Purchases made on my Wells Fargo platinum card between XX/XX/XXXX- XX/XX/XXXX totaled {$1500.00}. 

- I proceeded to issue an ACH payment online using Wells Fargo 's payment center on their web site at the time the payment was due XX/XX/XXXX for the amount of {$1500.00} for the total balance due on the card. The payment was coming from my personal XXXX account. 

- The Wells Fargo Payment center took an extra payment from my XXXX  account for a total amount of {$3100.00}. 

- I proceeded to contact Wells Fargo Immediately to ask them to return the unauthorized Payment taken form my account. I was told on the phone the payment could not be returned to the account from which it was taken, and the only method of restitution would be in the form of a check issued by Wells Fargo, and sent via Mail to my home. 

( I live pay check to pay check, and this unauthorized payment taken from my account was now jeopardizing my timeliness of other payments due to Vendors/institutions/ loan holders for amounts due. I was forced to start working overtime for the next few months to try and make up for the money taken from the account ) -I received a check in the mail from Wells Fargo XX/XX/XXXX for the amount of {$1500.00} ( Check issuedXX/XX/XXXX ) Check had no expiration date listed, nor did a notice that came with issued check state anything about an expiration date. 

-I tried to deposit the check using my XX/XX/XXXX bank online App, but the check was unable to be deposited. I then tried to get to the local Wells Fargo branch, but every time I drove by there after work, they were closed. I believe the local branch opens at XXXX, closes at XXXX and XXXX on Saturdays. I am XXXX of a machine/ fabrication shop, and XXXX cars/trucks at home as a hobby. Work requires me to be there any time we are open XXXX-XXXX, and some Saturdays as well. This has been very discouraging. 

-After 90 days of not being able to deposit the check I contacted Wells Fargo Credit to let them know I had not been able to get to a branch to deposit the check, the representative told me the check was not any good anymore. The representative told me they would have to send a Affidavit for me to sign and return to receive a new check. 
- Two ( 2 ) more months went by, and Another phone call to WF requesting an Affidavit be sent. The representative this time told me my local branch should have an Affidavit and could let me fill it out, fax it in, and I could possibly recieve the new check quickly this way. This was promising news, and since I hadn't received either of the two said previous Affidavits sent to my home, I decided it would be a good next step. 

- XX/XX/18 I went to the local WF branch to try to fill out the Affidavit to fax in. The manager XXXX was not aware of any Affidavit which I could fill out and fax in to the credit center, however She was certain that the check could still be deposited at this time. I made a XXXX XXXX dollar deposit at this time, however the check for {$1500.00} was unpaid. 

-Made it back to the branchXX/XX/XXXX spoke to another Manager, he proceeded to call the Credit center while I was there, but we were not able to get an answer about which Affidavit to fill out and fax over at that time, and this was a saturday right before they were about to close. The manager told me he would take on my case, and work on it Tuesday, ( XXXX Closed bank on monday ) and get back to me. He was not able to get an answer on Tuesday and offering no further assistance told me I had to call the WF credit center again. 

-I have now contacted Wells Fargo Credit Four ( 4 ) Times since, to request a new check to be issued, and have been told every time that they are going to mail an Affidavit to my home, which I have to sign and send back for them to issue a new check. I have not received a single Affidavit over this whole course of time. I have even asked for the Affidavit to be sent Certified mail, but my request was denied. I have asked to speak with managers of the Credit center, and every time I am assured the representative can handle the issue. 

- I really need my money back. I have ruined my credit with a vendor that has been waiting for me to pay a {$2200.00} core fee, which was what this money was intended for originally before it was stolen. I am now debating just using the platinum card to pay the outstanding bills, and then going after Wells Fargo credit to issue a credit to the card for the amount owed {$1500.00}. 
I am so Fed up with Wells Fargo at this point and ready to take legal action, move my mortgage out of wells fargo, and any other banking that I currently do with them. 
I am also ready to post my negative experiences all over social media for others to see how Wells Fargo is treating their platinum card/ mortgage customers. 
It would be nice to hold these representatives accountable for blowing me off without sending said affidavits. I know they are taking notes on my account every time I call and none of them are doing a thing to actually help me.

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 explanation