Consumer complaint received 2018-12-13
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I realized on XX/XX/2018, that my little wallet with my ATM card and checks for my Wells Fargo checking account was missing. I knew there was a very good chance it had been stolen from my car. I called Wells Fargo to tell them and to place a hold on all debits from my account. I spoke with a representative who I did not have ultimate confidence in, although she told me a " hard hold '' had been placed, and NOTHING would go out from my account. I called back again a short while later, explaining that I wanted to confirm that information. A second representative confirmed there was a " hard hold '', that NO debits would go through, and that until I removed the hold, only deposits would go through. I asked for this because I was expecting my Social Security direct deposit soon, and I did not want that to bounce off the account and not deposit. They assured me it would deposit as usual, but no debits would come out. I planned to go into a branch to open another checking account in place of the compromised one. I got ill, and was not able to go into the branch until XX/XX/2018. At that time, my account was overdrawn due to a loan payment debit the bank allowed to go through on XX/XX/XXXX. I asked them why that happened when I had a " hard hold '', and they just said they were sorry, they didnt know why. The account rep, XXXX, said he would call customer service to find out why that happened. A while later he asked me to speak with the person he had on the phone. That person warned me I was being recorded, and said to file a claim he needed to take a recorded statement. I asked why, since it was pretty clear to see what happened. He got brusk and defensive, and asked me if I wanted to quit the claim. There was so much accusation and condescension in his voice, I put the phone down and told XXXX just to close my account. A short while later, they gave me my cash ( my social security deposited that day, minus the debit they should not have let be paid ... ). I walked out and they told me " Your account is closed. '' When I got up today, the day after, I had an email from Wells Fargo dated this morning, XX/XX/18, at XXXX XXXX, saying that I owe {$35.00} for a stop-payment fee, to stop the loan payment which already paid on XX/XX/XXXX!!!! Furthermore, since I emptied the account and my balance was zero, they were charging me an overdraft fee!!! Not only that, they allowed an insurance payment to be processed today, when the account was closed yesterday, and added another {$35.00} overdraft fee for that payment!!! My complaint is : 1 ). None of this should have happened if they had placed the hard hold as they said they did on XX/XX/XXXX. 2 ). Once I became frustrated and completely lost confidence in any Wells Fargo process, I demanded they close the account. Now, they say it was closed too close to the insurance payment clearing, so it's not their fault. 3 ). If they had done what they said they had on XX/XX/XXXX, that is plenty of time to prevent the insurance payment dated XX/XX/18. 4 ). The branch manager, XXXX, got on the phone when I called the branch today, and she was rude, she spoke over me repeatedly, and then she hung up on me when I told her to be quiet and stop talking over 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 monetary relief