Consumer complaint received 2018-01-03
Company: WELLS FARGO & COMPANY
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
I noticed my bank account had a 2nd debit from a merchant I did not authorize on XX/XX/XXXX. I called my bank ( WellsFargo ) to inform them that the 2nd payment was not authorized. This payment caused a domino effect in my bank account. I did not have the money available, so money was pulled from my savings account. This caused me to receive a fee from Wells Fargo for them transferring the money and now I believe I may have an overdraft fee. I spoke to the merchant on XX/XX/XXXX and they stated they could not do anything to stop it because they have not received the money. They told me they ca n't refund what they have not received. ( Makes sense ) So, I called Wells Fargo to see if they can stop the payment to the merchant since it was showing as pending on my bank account and not a posted transaction. Let 's just say that Wells Fargo is full of XXXX. They told me it was nothing they could do because they do n't have anything to do with the way payments are processed. I asked to speak to a manager and the manager gave me two options : 1 ) I could do a stop check, which means they may catch it in time but it would not guarantee that my funds would be available immediately or 2 ) I could open up a claim to see if they could do a provisional credit today ( she made no guarantees and she put in the claim and transferred me to the claims department ) I was literally crying on the phone to her and the previous agent that transferred me that I did not have any money in my account and that I could not get gas in my car. My account was in a negative status due to this charge. I said I have been a customer with your bank for over 10 years and I ca n't believe there is nothing you can do. I am speaking with the Claims Specialists and he told me he could not see the claim because it was just entered, but if he could see it, he could potentially expedite it. I said well can you just create another one and delete that one. He said that it would mess up the process. I was on the phone with him for probably an hour, let 's just say it was not a good call. I was really upset by this point and I was very short with him. So, fast forward to XX/XX/XXXX, I see that Wells Fargo paid the merchant. I called them to expedite my claim. I spoke with XXXX from the claims department, who would not give me her employer ID or something to identify her. ( She says they do n't have that ) She told me that there was nothing that Wells Fargo could do because it was an auto-pay. I was livid!!! I said to her that you guys just wasted my time. The claim specialists knew on the call yesterday what type of charge it was, why did he not say anything about this. She said that maybe he was not an investigator, I said that he told me he was and he could have expedited my claim. Let me add on to the fact that she had me re-verify all the information that was done through the VRU and the transferring agent had already chatted with me about the account. Plus, I find it odd that she asked for so much verification, more than I have ever been asked before. I asked her what happens if the merchant decides not to give me money back, she then there is nothing Wells Fargo can do. So, I am telling you an authorized payment was done to my bank account with Wells Fargo and there is nothing they can do. I am not happy with Wells Fargo, I have received fees from this charge. The merchant is willing to admit they are wrong and I offered to conference call them several times with Wells Fargo on the line, they out right refused.

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