Consumer complaint received 2019-04-26
Company: WELLS FARGO & COMPANY
State: AL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/XXXX I went to local Wells Fargo Bank to setup access for my account to be debited by XXXX   cruise for my trip and my purchases From XX/XX/XXXX - XX/XX/XXXX. My balance before starting this trip there was {$1600.00} in my checking and {$1000.00} in savings account On the XX/XX/XXXX my job deposited additional {$150.00}. I left the cruise ship on XX/XX/XXXX and was given a billed for {$1300.00}. I had another trip i was going to after the cruise to Mississippi I had more than enough to cover my balance for the cruise and moved additional {$500.00} for my trip to Mississippi on the XX/XX/XXXX. On XX/XX/XXXX I checked my balance and the XXXX XXXX transaction was already taken out and I had {$960.00} in checking and {$520.00} in savings. In Mississippi I took out only {$300.00} out of my checking still leaving {$660.00} in checking and {$520.00} in savings. On XX/XX/XXXX I check my emails and receive an email notice that my funds were below XXXX. So I checked my account online to find my balance as - {$200.00} in checking and that they took the additional funds of {$520.00} out of my savings to cover the overdrafts of purchase from XXXX XXXX after the one billed amount of {$1300.00}. The amount s dated for XXXX XX/XX/XXXX are the following : {$4.00}, {$20.00}, {$56.00}, {$77.00}, {$100.00} {$140.00}, {$150.00}, {$310.00} I called Wells Fargo Bank to explained that these charges are not correct and I was already billed one big amount for XXXX. ( As XXXX XXXX   explains they don't do one by one transactions they do one big bill to the bank and give us a copy of the itemize statement for our records ) So I was transferred to a Fraud Specialist to file a claim. XXXX  did not take it my claim very seriously treated like charges were correct. I had to advise him over and over that the cruise line doesn't do the charges like this and I had already paid the charges. Then he states this happens all the time and blame the XXXX merchants for the issue. And to not worry. My checking and savings were depleted he gave me claim # XXXX  and told me " if '' they were duplicated I would be refunded. When I got back into town on Monday, XX/XX/XXXX I called XXXX XXXX to complain about the charges and the rep provided the details on how they send the charges to the banks and fax them the same statements that we get so they won't overcharge the customer. However Well Fargo does not take their fax statements. So when I explained the issue to that rep she so empathy and advise that she would send the request again to try to get this issue straighten out. XX/XX/XXXX, I checked my balance today and they are now showing my balance to be {$650.00} in checking and {$0.00} in savings. So I call back to Well Fargo in regards to this issue about my funds in the savings. The reps explains to me these are the funds from both my checking and savings that they can account for. I advised to her I have the statements before this mess and she advised that the may not show my true balances on those statements. I asked if that was the case how where they able to take funds from my savings as overdraft she advised that my account is setup to cover my checking when it is low she still couldn't explain where the money went that they were showing pending. I have not use the card since it was flagged there are no pending charges. She advised that was my balance and they were closing the claim. Only when I advised that I was reporting them to CFPB is when she advised that they were sending me to a Resolution Specialist I was placed on an extended hold for minutes and no one came back on the line. I have copies of the statements before and after this trip as proof I had more money than {$650.00} in my account. I have been ROBBED BY WELLS FARGO!!! I just want the money that had in my account after my last purchase {$660.00} in checking and {$520.00} in my savings back. I can attached these statement as well as the true bill from the cruise line the. Same bill that was faxed to Wells Fargo that they were suppose to use.

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