Consumer complaint received 2020-01-15
Company: WELLS FARGO & COMPANY
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I refinanced my vehicle loan through a credit union in XX/XX/XXXX. Wells Fargo Dealer was paid off and sent me a refund of my overpayment. 

Wells Fargo dealer services were one of three auto bill payees on my Wells Fargo checking account.

When the WF dealer acct was closed, I went into WF checking account to delete them as a payee. There was no option to do such by app on phone nor by computer online services. However, the other 2 payees have 3 dots next to their names where you can delete them or other changes you need to make. WF Dealer did not present that option -- no 3 dots to press for options.

I called WF to get WF dealer removed as a payee, the banker also could not delete them on her end -- no further action taken. 

XX/XX/XXXX, I'm alerted the a bill payment of {$500.00} is made to WF dealer. I had a death in my family and didnt see the alert until the XX/XX/XXXX when the payment had already been drafted. 

I immediately call WF banking to inquire. I also inquire again about why WF dealer is still on my bill pay. The banker could not figure out how to remove them from my bill pay once again. She keeps trying and ultimately ends up doing something on her end that makes the 3 dots  appear on the computer and they are deleted. However, {$500.00} is gone from my acct, I have a family emergency, my last pay was XXXX XXXX and my next pay isn't until XX/XX/XXXX meanwhile I have children to feed and care for. I am a XXXX. I budget to the penny especially after the holidays because I know that XXXX is very long. 

Every single day I call WF from the XX/XX/XXXX to present ( XX/XX/XXXX ). I talk to a banker, who patches in WF bill pay, who then call WF dealer who send me back to bill pay, then to supervisor in claims ... every day. I'm using my lunch, planning time, Saturday mornings, to call and be on hold several times only to be given mixed information each and every time. 

I am currently unable to provide any groceries for my family and have been told either 2 more business days or up to 30 days for my refund.

The refund was supposed to be given electronically, however it was sent back to WF banking by XXXX  XXXX  in check form. I have tracking number. I was told that my case was escalated and the funds would be CREDITED by the XXXX. That did not happen. I have the check number and tracking number from WF dealer. As of today, they can not track the check. I am beyond upset. I haven't been able to grieve, and now I have no idea how I'm going to buy groceries the next flseveral days. This is unacceptable, not compassionate, and plain old bad business. I need some guidance. This should happen to no one else. I could understand if it WF dealer and WF banking were not under the same company, but the right hand doesn't know what the left is doing meanwhile a nearly 20 yr customer is left to look my kids in the face and literally tell them that I don't know what we are having for dinner. Unacceptable.

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 non-monetary relief