Consumer complaint received 2021-05-08
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I have been banking with WellsFargo since the fall of XXXX. I made a report to the bank in XXXX of XXXX regarding a {$370.00} charge on my account from the franchise tax board, which put my account in the negative by {$250.00}. I personally resolved the issue with the tax board and the funds were deposited back into my account by the tax board, but this still left my account in the negative by {$150.00}. After this the bank did a deduct of it's own of {$150.00} from my account causing it to remain negative. In addition to this there were fraudulent charges to my account. I continued to call the bank, XXXX at least 5 times during the month of XXXX ) regarding the fraudulent charges. I was told by the bank representatives during each call that ( it looks like some charges that you would make, and that therefore the funds would not be placed back into my account ). The majority of the fraudulent charges are from XXXX, with additional charges from XXXX. I am XXXX XXXX, so than basically, " I was told by WellsFargo bank representatives that because I am XXXX and the majority of the charges are from XXXX that I must have made them ''. ( All of the conversations are audio recorded by the bank ). In addition to this I was contacted and audio recorded by WellsFargo executive 's office, asking me five ( 5 ) questions.

1. Did I have anything to do with the charges from XXXX. 
2. Did I have anything to do with the charges from XXXX. 
3. Do I have any affiliations with anyone in XXXX or XXXX. ( This made me feel like a criminal ) 4. Was my debit card in my possession during the time of all of the charges.

5. Have I ever given anyone permission to use my card.

WellsFargo bank never flagged my account or suspend my card for suspicious activity from XX/XX/XXXX to current. I had to call them, five times in XXXX only to be told that ( " a refund was not allowed '' ). WellsFargo never give me a credit back to my account. I had to call them and ask/demand my own money. In one ( 1 ) of my calls to WellsFargo a lady representative asked for a case reference number, social security number, etc ; every piece of information she could think of she asked me, just to be transferred to an account claims specialist. I had called in several other times and the other bank representatives just transferred me without any reference numbers or any other information. What concerns me is, did that staff member want my information in order to harass me or use it in some sort of way? This lady representative argued with me for roughly 15mins. instead of transferring me. Every call I made to WellsFargo should be reviewed! Calls are from XX/XX/XXXX to XX/XX/XXXX. 

So, lets recap here ; A. ) I was inconvinced because my bank account was not protected by the bank I trusted to do so. 
B. ) WellsFargo did not return my funds back into my account in a timely manner.

C. ) Some of WellsFargo 's employees in conversation appeared to be prejudice/racist, based on their remarks/comments and by refusal to return my funds, did not do their job.

D. ) I was treated like a criminal in regards to my own money that was fraudulently taken from my account. 
E. ) The matter could have been resolved in XXXX which would have stopped the charges from persisting any further, but because of WellsFargo 's negligence the charges continued until late XXXX. 
F. ) I was unable to pay my bills through my WellsFargo account which left them outstanding G. ) WellsFargo did not refund the money back into my account in 10 days, it took two ( 2 ) months from the time of my original complaint, which is both illegal and unethical. 
And still in mid XXXX it took them twelve ( 12 ) days to return all my funds back into my account. 
H. ) I still have not received a letter stating that the refunds are permanent, so my account will probably end up back in the negative.

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