Consumer complaint received 2017-12-13
Company: WELLS FARGO & COMPANY
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
I deposited a check via mobile XX/XX/XXXX for {$250.00}. Wells Fargo self-imposed a hold on the check, claiming it was flagged for a possible " issue with the bank account '' but they also allowed {$50.00} to be released from the ( {$250.00} ) check, placing the remaining {$200.00} on hold ( I received this as a notification on the Wells Fargo App that I would have the {$50.00} released to me ) I did not do anything to overdraft my account, I pretty much sat at home to wait for the check to be cleared. Next thing I know I suddenly have 3 Overdraft fee notifications in my e-mail ( and that 's because they limit overdraft fees to 3 per day, other small charges were still pending on my account as well ). I logged into my account to and checked my statement to find Wells Fargo magically took back the {$50.00} they released and over a couple of days 10 overdraft ( {$350.00} ) fees hit my account pretty hard. Fast forward to today, The check has been cashed without any issues ( they did not return it, the account DID have the money and DID pay them, no issues whatsoever ), now they are not trying to remove all the fees. 

The only other notification ( outside of the app during the deposit ) I received prior to the call made today at XXXX to Wells Fargo was a letter that arrived yesterday ( XX/XX/XXXX ) claiming due to their " Delay '' they would refund " any fees or overdrafts that resorts from the delay they are imposing ''., but the lady I spoke to at first was extremely rude, yelled over me and argued with me the entire time. I felt it in the conversation when she decided she was n't going to help me so I recorded her. She willfully misconstrued information and also lied. She refused to put me on the phone with somebody else and basically gave me an ultimatum, take the {$230.00} or lose the whole {$350.00} ( yes they hit me with 10 overdrafts ). I did not receive any notification of Wells Fargo retracting the original released money ( otherwise I would have covered it ), nor did I receive any notification besides the first Deposit Message saying I 'd have {$50.00} released to me. It is only right as a service business to notify their customers but it seems as if a happy customer is not Wells Fargo 's intentions. I do believe Wells Fargo 's main profit is overdraft, which is why it 's such a pain in the XXXX getting them to give you a refund for their mistake. She and a another representative kept mentioning a letter being put into my inbox ( on wellsfargo.com ), but as I reviewed the letter sent to my Wells Fargo Inbox, it states in the first sentence that a partial release may have been done, which confirms what I 've said. The letter that was sent to my house is in a completely different tone and is n't misleading, while the letter online did not notify me nor even mentioned the full {$250.00} was on hold, it straight-way acknowledged that it was a partial hold. 

After re-listening to the recording, i made the decision to make this complaint. I was bombarded with a bunch of falsities I know that is not being reflected on her computer and she was doing whatever she could to " justify '' the charges, such as claiming I seen the letter online, even though today was the first time i ever seen it. 

I 've included a partial call I had with the lady, and also including another call I had with another representative to display just how rude and terrible their customer service is. 

As you hear in " XXXX XXXX XXXX '', the lady states the check was placed on hold the XXXX, and gives an entirely different reason on why it happened. 

If you listen to the additional call, you hear the check was deposited on the XXXX, and because it went on to the XXXX it was immediately overdrafted. Then she implied that Wells Fargo only does courtesy drafts and does not have to refund my money. This company is really about screwing their customers, although I explained how their mistake will cost me a trip to see my XXXX son ( XXXX XXXX old ) for XXXX with the extra {$120.00} they just stole from me. 

XXXX XXXX XXXX XXXX- is the online letter in the wells fargo domain/app. I did not read this letter until the first representative made me aware of it, which was a couple of hours ago. 

XXXX XXXX XXXX XXXX - Is the call with the extremely rude customer care executive manager. I believe her name was XXXX, not sure. 

Additional call to show wells fargos incompetence .XXXX XXXX XXXX after I was notified of the overdrafts. Notice how her story and the executive managers story differs and their dates do not add up. I believe Wells fargo is extorting customers for overdraft fees because half of the time it sounds like they make this XXXX up ( and they were already caught manipulating charges to assess more overdrafts previously ) XXXX - Is the letter sent to my house, if you read under " WHAT ARE WELLS FARGO RESPONSIBILITIES TO YOU REGARDING A HOLD '' it will explain why I feel entitled to all of my money. They did not notify me of the {$50.00} being placed on hold, which caused {$100.00} to charge against my account in overdraft, which triggered a long string of overdrafts ( til it amounted at 10 ) XXXX - Is the FIRST letter i received dealing with this issue, and it arrived at my house ( DC ) yesterday after all the damage was done already. It came from South Dakota. The bank manager even questioned me on how a mail carrier took that long, which shows her naiviety because a mail carrier even for long distances gets a ROUTE. which means he is delivering stuff other places, which explains why POSTAL mail is called " Snail Mail '' because the person has to do so much the delay usually doubles the delivery time. But who am I? Just some foolish consumer they can rob blind in  their heads.

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