Consumer complaint received 2021-01-28
Company: WELLS FARGO & COMPANY
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I have been banking with Wells Fargo for maybe a year or so. This is my only bank at the moment and I use money out of this account frequently, my finances is a check to check lifestyle. Wells Fargo is robbing me every chance they get by charging me for overdraft fees, for something that has not been overdraft. I have the Wells Fargo app and Im constantly checking my balance, especially if Im actually spending money. I am not signed up for the overdraft protection or debit card protection and I have never been interested to. If my account is not suitable to cover something being charged I want it to decline the purchase, as it will do if this happens. It will show on my Wells Fargo App as decline. About every two weeks right before I have a deposit coming to my account ( paycheck ), I will all of a sudden have overdraft fees on my account, which makes my account balance be In the negative because I dont usually have much in the account. Now every single time I swipe my debit card or something is taken out of my account I immediately go to the app and it is immediately taken away from my available balance and is now in the pending balance status as withdrawn. So at all times I know what I have available to spend, and I dont have the overdraft protection so Im always lost on how can I overdrawn. I have called customer service several times and its always the same answer. Theyre trying to make me believe that the merchant doesnt take my money at the actual time of purchase so maybe a few days later it actually went through which causes the overdraft. Mind you, I see where they take it from my available balance and I have never seen it go back there so this still is not making sense. This last week I was absolutely fed up, I woke up one morning and my account was XXXX, so I havent called yet because I already know the XXXX  that Wells Fargo is going to come with. The day after this I look again and my account is now XXXX. I immediately call customer service and explain to the guy exactly how I explain this message, about the availability and pending status of accounts and how I have never signed of for overdraft. He immediately states that hes looking at my account and theyre doing a refund for three of the overdraft fees right now. I ask him ok so was this a mistake because I really want clarity on how did I all of a sudden overdraft. He paused several times on the phone and wanted to focus on the refund I was going to get. I was at the least a bit satisfied but much more puzzled and now strongly believe Ive been getting screwed over. So about a hour later I check my account and I see a total of {$35.00} dollars only refunded. I called again and now this guy and trying to explain. To me how I did overdraft and I explained to him my prior conversation with customs service and understood I would be fully refunded. After me and him not getting through to each other he transfers my call to the complaint department which a complaint was filed. This guy explains to me that the information from my account that hes looking at is not the same as the information Im looking at on my app but were looking while on the phone, and this has always been told to me when I call customer service. So I asked him so is this not misled info you guys are serving your customers?? No straight forward answer of course. A complaint was filed but still no resolution to my money.

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