Consumer complaint received 2016-12-20
Company: WELLS FARGO & COMPANY
State: GA
Product: Bank account or service
Sub-product: Savings account
Issue: Deposits and withdrawals

Complaint:
XXXX XXXX, 2016 a Garnishment on a Financial Institution judgement was issued and served to my bank Wells Fargo, XXXX XXXX, 2016. The funds in my account were frozen. The funds in the account were Social Security benefits that are suppose to be exempted per the CFPB policy. XXXX XXXX I went to the bank and spoke to a banker along with the branch manager XXXX XXXX. We spent approximately 2 hours with Wells Fargo Legal Order Processing and Resolutions Team attempting to make them understand the CFPB requirements to no avail. We were told they were reviewing and would get back to us. XXXX XXXX I went back to the branch for the review outcome and was advised Legal Processing and Resolutions was closed on the weekend. The monies in the account were being held until XXXX XXXX to pay our mortgage. I became extremely stressed and sick at the news and was hospitalized for 5 days. After getting out of the hospital I received a call from the Wells Fargo banker stating she had received an email and the funds had been reversed and were in my account. Although still ill I went to the branch and was then advised that the funds were not available again and they were waiting on more information. XXXX XXXX, 2016 I went back to the branch and was advised that because my Social Security was direct deposited to my savings account then transferred to my checking account ( XXXX of XXXX accounts I have with Wells Fargo ) no refund was available. I went back to the XXXX Wells Fargo branch XXXX XXXX and another email was sent from XXXX XXXX the branch manager to XXXX XXXX of the Wells Fargo Resolution Team. XXXX XXXX attempted to contact the Legal Team again and I was advised after waiting for approximately 1 hour I would need to check back. XXXX XXXX I received a call from XXXX XXXX regarding an email he had received from XXXX XXXX. She again stated the Social Security direct deposit was not refundable because I transferred it to my checking account, she wanted this case closed, she had already sent the check to the creditor, and if I had any disputes I have to go the creditor XXXX. Wells Fargo garnished my Social Security benefits without reviewing the history of the balance in my account. The bank did not automatically protect my Social Security Benefits that were direct deposited into my Wells Fargo Savings account, has frozen all XXXX of my accounts, and refuses to refund my Social Security benefits stating the funds were used because they were transferred from my Wells Fargo savings account to my Wells Fargo checking account. The monies were never withdrawn from the bank. In the middle of sending this complaint I received another call from XXXX with Wells Fargo Legal Processing. They stated Wells Fargo had to send the monies to the creditor because they could not find a Social Security direct deposit into my savings account XXXX. I advised her that Wells Fargo Security contacted me XXXX XXXX advising me my accounts had been compromised. I was told to change all account numbers, passwords, and PIN numbers. XXXX rudely stated she could n't see my old account number XXXX on her computer, the notes did n't state there was another account number, Wells Fargo could n't hold the check to do any research, they had to issue the check to the creditor because my Social Security could n't be confirmed. I advised her repeatedly that these are internal Wells Fargo issues that have nothing to do with the customer and that Wells Fargo had a responsibility to the customer and the CFPB. XXXX repeatedly rudely over talked and double talked me. I asked for her supervisor and was referred to XXXX, left message. Wells Fargo has made mistakes in the handling of the situation and refuses to correct or assume any responsibility for their error shifting the blame on weak excuses.

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