Consumer complaint received 2020-07-29
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I contacted Wells Fargo Bank about a charge that was not supposed to be on my business account Monday morning of the XXXX of XX/XX/2020. Over the weekend previous, I had zeroed out my accounts so that I could close them on Monday morning ( which I have been consistently trying to do for a while now ) the personal account I had, I was told there was no charge or service fee for that account. that is on record, so I intentionally left it open at XXXX balance since I also had a business account with them also and I had already opened my XXXX XXXX and was trying it out. When I saw the unexpected service charge on Friday, the XXXX of XXXX, I immediately called Wells Fargo to get it reversed. the young lady told me that when she attempted to reverse it, the system told her that it could not allow her to reverse it because they have already reversed numerous service fee charges in the past. All of which were levied wrongly and that is why they reversed them. So that was my last straw with WF nickel & diming me so I simply zeroed out my business account into my personal account so that it cleared the {$15.00} service fee then I immediately transferred the entire balance of my Wells Fargo personal account into my XXXX XXXX intentionally zeroing out both my Wells Fargo accounts so that I could close them Monday morning after the transfer is posted. 
I had already adjusted my XXXX and my other creditor accounts to reflect my no longer use Wells Fargo. I attempted to remove it from my XXXX account and still have not been able to. I was able to remove my Wells Fargo Bank card from my XXXX account however for the last two weeks every time I attempt to remove my Wells Fargo from my XXXX account it tells me that it can not process my request and to try again later. XXXX refuses to allow me to remove Wells Fargo from my XXXX account and does not provide any additional information as to why. But even on the remove account page, it tells you that even if there is any transactions pending that they will still process even after the removal so I should still be able to remove the account and they will still process. I had already added my XXXX XXXX bank account to my XXXX and I had already set my XXXX XXXX card as the form of payment so anytime I use my XXXX it's supposed to process the transaction from my XXXX XXXX account, not my Wells Fargo. I set that up a week ago anticipating this severance from them. On Friday I saw the {$15.00} service fee charged on my personal bank account at Wells Fargo so that's why I called to get it reversed because from my understanding I wasn't supposed to be charged a service fee for that account. That is on record. I do not remember the date of that conversation but it is in my Wells Fargo customer account records and it would coincide around the time where my balance was at a XXXX balance consistently I specifically asked her that and she said no you're not being charged for that. so Im not sure why I started being charged for my Wells Fargo personal bank  account but that was the straw that broke the camels back and prompted me to go ahead and close my accounts transfer it to my XXXX XXXX.. and when I do I would hashtag # XXXX in the memo. So, I do not know if they got offended by that, I do not know. I do not care. I had already started closing my accounts and removing my money from into my XXXX XXXX bank account. I was trying to wait until I got a feel for using XXXX XXXX, the reason I hadnt opened my business account there yet and I was supposed to this morning but now I cant because I have to dictate this letter of how Wells Fargo has treated me like old XXXX XXXX since Monday the XXXX of XXXX. 
So on Friday the XXXX of XXXX when the young lady told me that they can not reverse that {$15.00} service charge, I immediately possibly while I was on the phone with her, zeroed out my business account an put it into my personal account clearing that {$15.00} service fee that they randomly charged me and then I immediately started the transfer of that balance into my XXXX XXXX account I had already set up. 
While I was transitioning, I set all of my other recurring bills to my XXXX and had set my preferred form of payment to be XXXX XXXX and I made sure to recheck this all on Friday the XXXX. I know that once I submit the transfer, it is not going to post until the next day if that is a weekend, I would have to wait till Monday, which I was doing. OK, I've already updated everything so there shouldn't be any charges on my Wells Fargo accounts and I've intentionally zero out and sent everything to my XXXX XXXX bank account so I know that there shouldn't be any charges, no negatives, no nothing on my account, no pending, no nothing except the pending transfer. So, on Sunday night I finished working on my clients project and instead of cooking, I decided to order some food. I ordered my food using XXXX XXXX  and, on my XXXX my form of payment was my XXXX. OK, so I use my XXXX thinking OK I've already updated the information where it's going to use my XXXX XXXX card, not Wells ( even though for some odd reason I cant remove it ) so I'm fine with it Sunday night.. food did not get here till like 9 or something so I eat my food and wind down and go to bed. Monday morning, I wake up first thing on my To Do List is to call Wells Fargo to close my account. I call and lo and behold I hear your balance is - XXXX wait, what?!?! How?!?! so I was for one shocked to hear there was a negative balance on the account because there was not supposed to be so I even went and checked to see which form of payment I used ; I used XXXX, I make sure to check didnt I make XXXX XXXX as my set form of payment? Yes, I did. so, I called XXXX. They FORCE you to go through the resolution center. you CAN NOT talk to a live person about discrepancies in your finances on their platform. so they make you go through the resolution center, so I didn't immediately go to the resolution center, I instead immediately call Wells Fargo to put a freeze on my account since I can speak to them quicker than XXXX I spoke to a young lady and I do not remember her name but it's in their records of our call I spoke to a young lady that assisted me with opening up the claim and gave me the claim number and the reference number which I do have on hand when requested. I spoke with her and I explained the situation to her because at first she was like oh, we don't want to lose a client and I explained to her my reason for wanting to dump Wells Fargo is because of the treatment of their XXXX account holders and their crooked, corrupt and fraudulent behavior with accounts and mortgages. I could hear the cracking in her voice, my honesty really hurt her feelings. after some conversation, we did the business she gave him my claim number, reference number and everything and we hung up. so then I went onto XXXX and I sent them a scathing dispute on How I feel like they are in collusion with Wells because they refused to allow me to remove Wells Fargo from my XXXX account and they also dishonored my preferred form of payment as XXXX XXXX bank account and instead took the transaction from my wells account causing my business account to have a negative balance it was not supposed to have. The next day after that negative balance posted and after I filed the claim for this unauthorized transaction from wells through XXXX, I get the notification that they charged my account an insufficient funds fee. So I called them back on Tuesday the XXXX of XXXX and asked why would you all charge me an insufficient fund fee when I literally just filed a claim because that was an unauthorized charge? the lady told me that because the claim was in process, that they would still do the charges or whatever but once it's approved that they would reverse everything and that the claim takes up to 10 days. OK so of course I requested that they locked or blocked or whatever ... I ask them again could they lock the account so nothing else comes in or out. OK so this morning, Wells Fargo claims representative XXXX I don't know her last name but claims Rep XXXX calls me, she initiates a call with me to process the claim and she began the call telling me that all she needed was for me to answer 6 questions and that after I answered the questions they just need the dispute to go on file so that it would be in their record or whatever and that she would be able to revert the charge and remove the insufficient funds fee. However, as she was reading the notes that the previous Rep left the previous reps notes were inaccurate to MY concerns!! they sugarcoated it for their own comfort, so as he's reading this stuff I would tell her no, that's not correct.. my reason for wanting to close my account with wells is mainly because of the corrupt fraudulent behavior of wells and mainly because of how wells treats their XXXX account holders by calling the police on them. she said that she understood my concerns and all that and all she needs for me is to answer the six questions to go on record and she'll be able to remove everything and I'll be able to proceed with my desire of closing my account. I was standing in my bathroom as I was talking to her and she said I need to answer 6 questions and as she was saying that, I was walking into my living room and next thing I know she's saying hello can you hear me? hello And I say, oh wait, you can't hear me now?!?! please don't do that!!! and next thing I know the line is disconnected. I waited thinking of course she is going to call back since we clearly got disconnected. but nope ( more on that in a second ) so I am already mad by now, I admit. I called back and I am explaining what happens ... I do have a bad habit of cursing when upset but I would express that me cursing is not at them ; it is at the situation. the first person they just hung up without saying anything, the second person was more Focused on A curse word than the problem she snapped at me to stop cursing at her I said Im not cursing at you maam, she kept saying don't curse at me and even after I said ma'am I'm not cursing at you I'm just really upset at how Wells Fargo has been doing me ever since Monday she said well just don't curse at me so I said XXXX it and I hung up because I saw she had no intention on being helpful by her tone so I called again To explain all of what I went through including all that from today unfortunately, by this time I am saying XXXX or XXXX   or this XXXX  or something like that while explain this torture and the guy instead of understanding my reason for being upset, he too kept saying well I can't help you if you're going to use curse words so he didn't help me at all because he was more upset about a curse word than the 3 day torture from Wells Fargo and that call got disconnected. 
So, Wells Fargo made it clear today that their employees priority is an atmosphere free of cursing but all the fraudulent activity you can stomach. Their reps are more concerned about an upset customer using a curse word then they are about their employees mistreating their account holders so I can not get through to anyone. So, I calmed down and waited and I called back because this is a negative balance on my business account, this affects my business credit, they know this as well. It's as if they are purposely doing this to affect my business credit that right now is that a B, but this is going to make it go drop with them consistently refusing to clear my claim while adding insufficient find fees on a fraudulent charge and to let me close my account They are doing this on purpose. I feel like they are doing this on purpose, but I still calmed down and waited and called back to straighten this out. I spoke to the 4th person and when I gave her my name and number for her to pull it up, she said oh this account shows that it was denied. the claim was denied. now just to less than an hour or two before, the lady was telling me that she was about to put it through and approve it, remove and reverse everything but then she disconnected the call and next thing I know the claim is denied. So she hung up on me on purpose, she literally did not allow me to answer the questions that I needed to answer for her to even process the claim, she took my statements about how I want to close my account because of the way Wells Fargo treats their XXXX account holders.. she took personal offense to that then hung the phone up on me and then denied my claim without even accurately, righteously due processing it. THAT HAS TO BE ILLEGAL!! 
So after I explained to them what happened, the last Wells Fargo representative I talked to told me that she knows that I think my claim was not supposed to be denied but that's just how it goes and I will just have to hurry up and wait on XXXX to communicate. So they didn't even care that the lady hung up in my face refused to allow me to answer the questions that they needed to have on record to even process the claim and then she denied the claim without even attempting to call back. Not even considering had gotten accidentally disconnected because I was in the middle of talking as the line got disconnected she's the one that initiated the call, so I know she had my number, she didn't even try to call back AND she maliciously denied my claim and then they threw me away and told me that I have to work it out with XXXX. 
I must wait on XXXX so while I am waiting on XXXX to respond to the dispute that I submitted in the resolution center, this is affecting my business credit. they are purposely hurting my business credit because I am trying to remove my money. they purposely denied my claim because I told them that I was severing my business with them because of the way they treat XXXX people and then they commenced to treating me, a XXXX person like this. so, all I know is to contact you all and yes, I will be contacting the legal aid to see about sueing them for this. they can not keep on treating their account holders, their XXXX account holders like this with no repercussions. they can not just keep doing us like this. 

-see attached

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