Consumer complaint received 2017-05-19
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Wells Fargo stole from me. They took {$15.00} a month from me for years without my knowledge. They took it from my savings that I do not connect with anything else or use for anything.
After noticing something I could not understand at all on my statement listed under my savings ( which I never ever use for anything, thus never checked for anything ), I called Wells Fargo to find out what it was. It was a deduction of {$15.00} a month that I was absolutely unable to decipher what it was for, because it didnt show what it was for. The deduction was a jumble of numbers and letters I could not understand. I immediately called Wells Fargo about this, and ended up talking to numerous people at WF   and explaining and re-explaining the same thing over and over again ( I spent  4  hours on the phone ). I finally reached someone who actually sounded a bit empathetic, who sent me to " someone who could ( actu ally ) h elp '' me.   They connected me to a man with a thick  XXXX  accent, who did nothing but insult me. He told me I had signed something that allowed them to deduct {$15.00} a month for " security '' in case my accounts were breached. I know I never ever gave anyone permission to do such a thing. Nothing else was ever listed on that account, except for this mysterious deduction. As I stated, I never checked that account because I never used it for anything but savings.   This man told me I was an   XXXX   ; that it was all my fault for not having checked the account ; that there was absolutely no way WF would ever do anything without my permission ; that I am the stupidest person he had ever spoken with ; that he was sure I had signed something etc ... etc ... etc ... I was in tears and defending myself to a bully. Yes, the man was literally a bully. Over and over again he tried to get me to admit I gave   WF permission to do this, and over and over I told him, Never! I told him to send me a copy of what I had signed so that I could see it. I never received anything in the mail.
This all occurred something like 16-18 months ago.
They stopped deducting the {$15.00}, but I was never reimbursed for all the money they had stolen from me, and I can not find it anywhere on my account. It is like it never happened -- but I have still not been reimbursed for the money they took. A few months ago I spoke to a woman named "    XXXX  '' at  Wells Fargo,  at (  XXXX  )  XXXX . I explained everything to her, and she sounded compassionate. She said she would " look into '' my " situation '' and call me back. She absolutely swore she would call me back within 3 days at the latest. She never called me back, and I have left messages on her voicemail.   I never submitted any complaints to anyone besides  Wells Fargo,  because since they erased all evidence of the months and months of illegal deductions from my savings account without reimbursing me, I have no evidenceexcept for maybe the recorded conversations I had with all the employees I tried to get help fromif they still have these and they are not erased as well. I was told about the CFPB and thought I would take a chance and submit my complaint. I figure anything can help, and I want it on a record somewhere. Thank You for any and all help you can give 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 non-monetary relief