Consumer complaint received 2016-12-08
Company: WELLS FARGO & COMPANY
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
Wells Fargo took {$600.00} from my account TWICE and made it very difficult for me to get my money back. On XXXX/XXXX/16 I deposited several checks into a Wells Fargo ATM. The machine mis-read XXXX of the checks as {$700.00}, instead of the proper amount, {$100.00}. I noticed the error and called Wells Fargo on XXXX/XXXX/16 to alert them. NOTHING WAS THEN DONE. It was not until XXXX/XXXX/16 that the extra {$600.00} was removed from my account. But then, one week later, on XXXX/XXXX/16 an ADDITIONAL {$600.00} was removed from my account. Or was it perhaps purposefully stolen, hoping I would not notice ...?? I do not know, but part of me suspects the latter because of how difficult Wells Fargo made it for me to get it back. Wells Fargo purposefully creates a system so that it is diffcult for customers to get money returned that was removed 'in error ''. Let me explain : I noticed the second withdrawl of the additional {$600.00} quickly and I called customer service on XXXX/XXXX/16. This is where Wells Fargo began to make it very unpleasant and hard for me to get my money back. I called the 24 hour Customer Service line ( on XXXX/XXXX/16, at night when it was convenient for me ). I spoke with Customer Service representative " XXXX ''. This call took over 20 minutes, in fact nearly 30 minutes. At the end he said he could not assist on his own, he could only forward my 'claim ' to another department. But he said I could call the other department myself if I wished. But this department is NOT open 24 hours. I would have to take time out of my busy work day and away from my family during the daytime. I was FURIOUS! XXXX gave me a reference # : XXXX and I called the following morning, on XXXX/XXXX/16. I SPENT 45 MINUTES ON HOLD BEFORE ANYONE ANSWERED. Then I spent another 15 minutes speaking with representative " XXXX '' having to explain the problem AGAIN..!! At the end of the call I was told my money would be returned that day. By the end of business day XXXX/XXXX/16 the money was NOT returned. I called again on XXXX/XXXX/16. Again I was ON HOLD FOR 34 MINUTES before anyone answered. I spoke with " XXXX XXXX ''. Again I had to explain the entire story again. I was told my money would be returned. I asked XXXX XXXX to note for the record that I wanted Wells Fargo to reverse charges on my business checking and savings account ( approx {$100.00} ) that had accrued during 2016 ) as modest compensation for the incompetence in taking {$600.00} a second time without first checking that it had already been removed, AND as compensation for all the time Wells Fargo required of me. It is AWFUL and an act of HOSTILITY towards loyal customers to steal so much time from us and our families to fix " errors ''. WELLS FARGO SHOULD HAVE THIS DEPARTMENT OPEN 24 HOURS ; or allow the normal 24 hour customer service rep 's to handle this kind of issue. I am FURIOUS Wells Fargo made me spend so much time to get my money back. I am furious I could not solve it simply by contacting the 24 hour customer service line. THIS IS AWFUL ...!! Shame on you Wells Fargo..!!

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