Consumer complaint received 2021-04-12
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
On XX/XX/2021 I deposited a check through the ATM for XXXX with Wells Fargo in XXXX, FL a friend of mine wrote this check from his business account located in XXXX, FL. On the following day XX/XX/XXXX the XXXX showed up in my personal checking account for the full amount. I transferred {$25000.00} into my XXXX XXXX account which the funds transferred immediately because of my ACH I had set up between Wells Fargo and the XXXX account so that {$25000.00} showed up within minutes that morning of XX/XX/XXXX. I also paid many of my credit cards and rent as well. 

Later that day on XX/XX/XXXX when I logged in my Wells Fargo Account it started showing a negative balance that was after XXXX Eastern time. I was shocked wondering what was going on. But, on the XXXX, that Friday morning the balance was a positive {$4800.00} approximately and I paid my rent from that amount. It was odd because that account should have had more like {$8000.00} but I just thought it would correct itself. Well that weekend was XXXX weekend and during the weekend I saw the {$35000.00} coming back as NSF. And, by Monday there was an issue for sure! I contacted the friend who wrote the check and he said on Tuesday, XX/XX/XXXX he would wire {$17000.00} back in my personal account. That did happen on XX/XX/XXXX that evening it cleared! I walked in the local Wells Fargo XXXX XXXX bank on Wednesday, XX/XX/XXXX and explained in person to one of their Managers/XXXX  that I should NOT be charged all the NSF fees that were coming back on my account each amounting to {$35.00} and he said they would wave them. Because I was very upset that they showed the entire balance of {$35000.00} the week before. And the Manager/XXXX said well it was there but it was NOT REALLY THERE! I was furious when he then started to blame the system for the error but I should have known better! 

So, XXXX said he was going to credit back the five NSF fees and I should see that come through in the next day or two. It NEVER came through so I called Wells Fargo and spoke to a very nice XXXX American woman and I mean she was very nice. And asked her about the NSF fees being credited back to my account. This is where it gets strange of FISHY. We both start looking for those credits and on her screen she sees a credit for {$140.00}. This is on XX/XX/XXXX. I should have had {$170.00} but I wanted to first focus on the {$140.00} and then work on the additional {$35.00} that was due. So, for the next 10 minutes this lady and I realize she has on her screen that credit but it is NOT showing up on my screen. Now how could that be? She should have the exact same screen as mine but it was NOT. I explained to her I would go back into Wells Fargo XXXX XXXX XXXX XXXX, XXXX, FL XXXX and talk to the Manager/XXXX XXXXXXXX again. 

So, that is what I did on XX/XX/XXXX and also this time his Manager XXXX XXXX came over to listen to my complaint as well. XXXX pulled up my account information and said YES you have the credit coming on his screen it was there. But, I told him XXXX look at my account do you see it? And, he goes hmmm ... that's odd ... NO!! Then XXXX XXXX comes over and sees this as well and he makes a CRAZY comment for me to believe it that is is coming!! And, I said WAIT A MINUTE GUYS!! I am an accountant I have a degree from XXXX  XXXX University. Basic accounting about debits and credits is ELEMENTARY. I told them I want to see those CREDITS on my account page and no way am I going to just take your word that it's there you just have to believe them it is there!! What the hec! Wells Fargo is COOKING their books. Who else are they doing this to? NSF fees of {$35.00} for how many customers who trust them when they say it's coming when they are NOT! Wells Fargo is at it again. Just like they were with the FAKE saving accounts four or five years ago. This is CRAZY. 

I called again today to their customer support people and even gave them the Complaint Number for this specific issue that XXXX finally filled out because XXXX said he should because there was an issue. And, this is the # XXXX this was the ticket for the specific complaint. And this number XXXX XXXX XXXX had sent an email on XXXX the XXXX saying this is his DIRECT phone number. It WAS NOT ... ... XXXX yes this/was his name picked answered this number that was suppose to be XXXX XXXX XXXX  direct number. 
XXXX said the complaint came through on XX/XX/XXXX. The complaint was filed on the XXXX I spoke to XXXX at the phone number that XXXX XXXX said was his DIRECT number!! lol XXXX told me he was in XXXX, OR and he has never met XXXX XXXX. This is ridiculous because XXXX I believe has not worked at Wells Fargo very long at all because when I asked him he said they can not reveal or discuss that information!! lol You have got to be kidding me. These people are so incompetent they can not even scroll down pages to follow me giving them dates and amounts of the mistakes I am seeing. 

XXXX XXXX Case Specialist Enterprise Complaints Management Office XXXX XXXX XXXX XXXX 
XXXX XXXX XXXX, MN XXXX XXXX I am getting NOWHERE with these people!

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