Consumer complaint received 2017-07-30
Company: WELLS FARGO & COMPANY
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Dear C.F.P.B., I have had a problem with my bank Wells Fargo since XX/XX/XXXX. but I 've had an ongoing power struggle with Wells Fargo since XX/XX/XXXXand it just has gotten worse. On XX/XX/XXXX, I paid my XXXX XXXX bill for XXXX in the amount of {$130.00}. I made the payment on XXXX 's website. I also tried to schedule my XXXX payment for XXXX  for {$170.00}. I set the date to pay the XXXX bill on the XXXX of the month, but when I entered the information, that payment was also deducted from my Wells Fargo checking account. I immediately called XXXX XXXX who cancelled both transactions. However, WF kept the transactions in a " pending status '' and I did not have access to that money. I called WF and the telephone rep told me she filled out a claim on JXX/XX/XXXX but she did not. A few days passed and I called WF again to ask about the status and also asked for provisional credit. This 2nd rep said a claim would have to be filed for provisional credit and she would file a claim. She did not. I called back on XX/XX/XXXX and the rep told me no claims had been filed, but they would file a claim, which apparently they did and I received provisional credit for a total of {$310.00}, the sum of both XXXX payments. I again paid my XXXX XX/XX/XXXX for {$130.00}. On XX/XX/XXXX, WF submitted another provisional credit for {$130.00} and on XX/XX/XXXX reversed the {$170.00} and again on the XXXX, reversed again the {$170.00}. So, WF gave me provisional credit twice for the {$130.00} ( theXX/XX/XXXXand the XX/XX/XXXX ) .WF gave me credit on the XXXX and  turned around and reversed the provisional credit for the {$170.00} twice ( XX/XX/XXXX and XX/XX/XXXX ) which leaves me in overdraft for the weekend. I am XXXX and have no money for food.
I spoke to WF earlier today ( Saturday XX/XX/XXXX ), the rep was pleasant, but very confused about the entire matter. She tried to connect me with the claims department, but they declined to speak with me. Why? The rep spoke with her supervisor and I was left with no resolutions. Tonight when I checked my account, I am now {$53.00}. overdrawn and have 2 NSF checks ( {$35.00} penalty each ). I called WF again and the woman could follow the blunder and understood my dilemma, but it is Saturday, the claim is still opened and nothing can be done until Monday. A suggestion was made that XXXX XXXX had paid me the {$170.00}, which I reminded the rep XXXX XXXX cancelled the two transactions. I can not get any money or resolve this until Monday and only through the claims department.
I am very uncomfortable that 2 WF phone reps lied to me about the claims being submitted around the XX/XX/XXXX, when it was actually filed XX/XX/XXXX.This is not the first time I have been lied to that claims had been completed and they had not. I am also perplexed why the claims department dismissed me. Obviously, the rep I spoke with earlier in the day and her Supervisor made some sort of decision that I was not privy too as I looked tonight at this mess that was made of my account. I wonder how many times this has happened? I am done with WF and am looking for a credit union to join.
In XX/XX/XXXX, I had set up all my bills through WF 's Bill Pay. On XX/XX/XXXX, I discovered that all my dropped off except for the gas bill. I called the bank and they insisted I never set up the payments, said that just off the top of their head, no investigation, no putting me on hold to check. Nope, this employee was so bright, he just knew I never set up my payments. Again, I was told a claim had been made and it had not. I did an internet search and found an article written in the XXXX newspaper describing the same exact problem, but it involved thousands of people, so WF had to act. They simply ignored me and the newspaper article I tried to give them. Nope, I was an idiot who did not set up my payments except for the gas bill. I even called headquarters and you could hear the yawns. Seems WF has a secret policy to frustrate, humiliate, and ignore their clients whenever the mood strikes them. How do they sleep at night? XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC 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