Consumer complaint received 2019-05-06
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
I have been WellsFargo customer for about 20 years. The issue started when Wells Fargo charged me overdraft fee in XX/XX/XXXX. I sent a message to them that I do not want overdraft service ; they confirmed. Nevertheless, they continued to charge me overdraft fees and contrary to what WellsFargo CEO testified in congregational hearing in XX/XX/XXXX, I am definitely one of the victims for their excessive and abusive overdraft fees. I contacted them again and they refunded some, however, contrary to what I asked to remove the overdraft service, this service was not removed so Wells Fargo at its own discretion would pay for example a {$15.00} debit and charge {$35.00} for it. While I was trying to get this sorted out, I stopped using the account and they contacted me regarding the balance and I explained to them it's about the fees they charged and I'll be happy to bring the balance up to date as soon as they confirm the overdraft service is removed and fees are adjusted, and they noted the account. However, instead of fixing this issue, they sent me below : " We have closed your deposit account ending in XXXX because of its prolonged overdrawn status. We value your business and urge you to contact us regarding this account. The account closure will be reported to XXXX XXXX XXXX ( a consumer reporting agency ). 

You can avoid further collection action by paying the total amount due of {$300.00} today at your nearest Wells Fargo branch. If you are unable to make an immediate deposit, please call one of our representatives at XXXX, Monday through Thursday from XXXX XXXX to XXXX XXXX., Friday from XXXX XXXX. to XXXX XXXX., Saturday from XXXX XXXX to XXXX XXXX, or Sunday from XXXX XXXX to XXXX XXXX Pacific Time to discuss repayment options. A representative will be happy to assist you. We appreciate your efforts to resolve this matter. For people with hearing or speech disabilities, we accept telecommunications relay service calls. 

Thank you, Overdraft Deposit Collections and Recovery '' This is certainly not what I asked ; besides the fact that it was caused by Wells Fargo 's irresponsibility, now they are reporting me to XXXX. I then contacted Wells Fargo through their online messaging and they tried to return the fees but they informed me that because the account is closed, they are unable to and apologized and they gave me a special number to call and get this sorted out. I went to a branch as well hoping i can fix the issue in person, but they informed me that if the account is closed they can not access it. On XX/XX/XXXX, I called that number and they told me there is no way to fix this and I can go to branch and ask the branch manager to take responsibility of the overdraft ... and that they can not help ; basically a total runaround.

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