Consumer complaint received 2019-05-16
Company: WELLS FARGO & COMPANY
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
XX/XX/2019 Consumer Financial Protection Bureau Via : ConsumerFinance.gov Problem with Wells Fargo Executive Offices lies vs truth about hidden fees Dear CFPB, I have been lied to repeatedly by Wells Fargo and now their Executive Offices. They even assigned a case number XXXX which they investigated internally but, claimed they contacted XXXX to verify their reason for these fees. Their final decision not to refund these fees, I was told by XXXX XXXX at the executive offices was that I had been notified about the fees and therefore they had every right to charge them. 
Here is the issue : I use XXXX and download the data from the Wells Fargo website to my computer and XXXX program. There are two ways to do this with XXXX. One is called XXXX XXXX and allows for bill pay as well as the statement data  download. The second is XXXX XXXX XXXX and it allows only the data download into the XXXX Program. I use and always have used the XXXX XXXX XXXX channel. XXXX XXXX ( which allows bill pay through XXXX ) does charge a monthly service fee to Wells Fargo which Wells Fargo marks up substantially in a fee to those customers that agree to it. XXXX XXXX XXXX however, does not charge a fee to Wells Fargo or any other bank. I have checked with over six other local banks and none of them charge for the use of XXXX XXXX XXXX or XXXX XXXX for that matter but, Wells Fargo does. 
When I questioned Wells Fargo about this difference from the other banks, I was informed by Wells Fargo that XXXX was charging them for both types of account information access. That is a lie! That lie was used to justify these monthly fees, even if nothing was downloaded during the month. Well these fees have totaled almost {$200.00} and I got sick of it. I contacted XXXX   who informed me that Wells Fargo was not telling me the truth and XXXX was charging me for using XXXX XXXX XXXX. So I double checked with other local banks and all of them wanted my business and were adamant that they did not charge these access fees for either kind of access by XXXX. 
So, I called Wells Fargo and eventually made it to the executive offices where they promised to investigate the issue. Well, they dd call back and declared that they were being charged for all interfaces with XXXX and XXXX and that they had verified that with XXXX and had even sent me an email notifying me of the charges. Therefore, they were refusing to consider a refund and were closing the case. 
I reconnected with XXXX and they forwarded me an email with several links to pages from their own web site and from Wells Fargos websites which I am forwarding to you. This email  provides proof that Wells Fargo in being dishonest or misinforming at best on the XXXX issue. So, I recalled Wells Fargo Executive Offices at XXXX to offer to send the email to them that had the links to correct their decision. The Executive Offices told me that I could not email them anything and they had gone to fax or USPS mail only due to computer safety concerns but, that it did not matter anyway as they would not consider anything new as they had already closed the case and made their decision, they were keeping their fees. 
I am writing you because I want you to help all the other people they have lied to again. This seems to be another continuation of Wells Fargo not turning over their core problem which is lying to their customers and hiding charges. Their management needs to be held accountable for these less than ethical practices. 
In my case, I will remove all my accounts from Wells Fargo and hope to recover the fees some day but, a relationship with Wells Fargo that goes back more than a decade is lost and probably will damage my credit reputation as well. I just cant see holding on while being cheated and lied to and being charged fees for my foolish loyalty. 
I do hope you help change. 
In the email below follow the first link to XXXX page. Scroll down to the chart on XXXX XXXX XXXX. Below the chart you will see a drop-down option labeled XXXX XXXX XXXX XXXX Connect Details Click on that and scroll down to charges, note that XXXX is the answer. 
Interestingly the third link from Wells Fargo references the same service as free but, they cant seem to understand that is what I used or dont care because the second link gets them more fees. 
It is also interesting that they refuse to look at what method or frequency I did download data. There were months I did not use any downloading form Wells Fargo but, the fees continued for the type of download that was supposed to be free anyway. 
Wells Fargo also said it was too late to reconsider their decision as it was given to me 12 days ago and I did not reply sooner. Sorry about that unwritten rule but, I have been in and out of the hospital during that time. Oh well, that just gives them another excuse to ignore their problems by pushing them on to their customers. 
Sincerely, Attached email : from XXXX> Hello, Please, click on the link below to learn more about XXXX Connection types. 

XXXX XXXX XXXXXXXX? XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Also, click on the link below to learn about Wells Fargo fees and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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