Consumer complaint received 2015-07-02
Company: WELLS FARGO & COMPANY
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
Let me start by saying I have been with this bank since late XXXX 2015, and I have never had a negative balance or incurred an overdraft fee for a transaction I have made. This is the first time my account has been under, and it is entirely because of the bank. I deposited XXXX checks into my account and was waiting on a third deposit to it as well. The amounts were XXXX and XXXX. I was also expected another XXXX. I received XXXX amounts into my account the following day. One week later they debited my account XXXX without any warning! No call, no email, no letter.I called customer service and was told I would be refunded within XXXX days -- weird thing, no one could look anything about about the transaction. XXXX days passed and my account remained under XXXX. I received no correspondence either. I finally called on the XXXX day and was treated horribly by everyone I spoke with. I was transferred to at least 3 different departments and then made to feel like I had stolen their money, even though it was their error! I was told that the claim I had made had been cancelled ( again, no call, no email, nothing ). I had absolutely no idea. I have spoken to everyone from the manager of the branch in which the error occured to the Customer Service Supervisor, to the research department, to the claims department. No one could tell me what happened, nor why my money has suddenly disappeared. I viewed the transaction online once discovering the overdraft and not only is the XXXX check not even on my account information, but it shows one check only XXXX. I tried to view the details of the transaction and it said it was unable to process the request and that I would have to request to have the details mailed to me, yes it costs money. I finally spoke to corporate who told me simply, it had been an error and the money does n't exist. My question is, if the money does not exist, then why am I having to physically come up with money to put in my account to zero it out? This whole thing feels like a scam to me. I would not have even known the account was under if I had not checked ( luckily ) and then would have been incurring overdraft fees! The worst part is, I have to transfer the utilities of my household to my name before the 1st of the month and now my account is negative almost {$200.00}! I do not know what happened with the bank, but they need to get their act together. This is unacceptable, and the way I was treated afterwards was absolutely shocking. I understand errors get made ; but if this was the case then why was I not contacted and why did it take a week for them to debit the account? I have a second chance account so not only am I inconvenienced by having to go into the bank to deposit my checks and cash, but a check deposit is also held if it is over {$200.00}. This deposit was not held, leaving me to believe that the money had come from two separate sources. I would like my account closed, I do not appreciate the treatment or service I have received from this bank on any level. Even the XXXX people I spoke with in the corporate office laughed at me when I told them the problem. They also said they would not be refunding my money and that I will just have to accept it. I wonder then, where is the XXXX deposit XXXX? It was supposed to be in my account on the XX/XX/XXXX ( the day after I deposited my checks XXXX and it was. Then, one week later, it was gone. I am so sickened by the thought that the bank can touch my money whenever they want and make such huge errors without any sort of correspondence with the customer. As to their treating me like a thief, If I had known and was trying to " get away with something '', I would have just closed the account the day I received my deposits! I have included a screen shot of the message I receive when I try to view details about the deposit.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation