Consumer complaint received 2018-09-14
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
On XX/XX/XXXX they charged 2 NSF fees to my account for 2 account to account transfers I did over the weekend. I was really angry. I thought they were charging me for 2 debit card transactions that were still pending as of that day. I called to inquire and was told that I was " overdrawn '' when I transferred money between accounts! OK ... I work in the industry and can for certain confirm that you CAN NOT  transfer monies between accounts if you don't have the AVAILABLE funds!! So the rep made XXXX sense and I told her so! She kept trying to justify the positive balance vs. her XXXX excuse for the fees. I didn't buy any of it. She tried to transfer me to their so called customer resolution dept. for which I declined. I wasn't going to sit on the phone arguing with yet another bank employee that would try to convince me that they didn't make a mistake. They did! You can't transfer what doesn't exist in your accounts! On pay dates I frequently transfer funds between accounts to pay bills. It's standard practice for me. One of the transactions was done on XXXX with plenty of money in my account, and she verified that. She still tried to convince me that when I did the debit transaction of {$260.00} on the XXXX of XX/XX/XXXX that I didn't have the funds in my account to transfer over the weekend! What?! I had the funds! The one I didn't have was the {$260.00}! The {$26.00} sat there from XXXX until XX/XX/XXXX when it finally cleared. A serious problem with the retailer. The only transaction I was expecting to get charged for was the {$260.00}. That's why I signed up to have them pay my transactions and charge me. But I didn't sign up for them to charge me illegally on transactions that were NOT NSF as they claim. It's no my fault or problem that they take weekend transactions and clear them on Monday night. I have also noticed that if I do some transfers on Friday XXXX they don't clear until Monday! What is going on with that? It's an account to account transfer with the same bank! So it should clear the same day! Ever since they got sued and are still being sued, they have made stupid changes and their reps can't explain anything to customers. They try to justify everything. When you're dealing with a fellow banker who's been in the business longer than you, and a customer for years, you can't argue with us! We know the rules and will question you! If you don't know the answers then you proved you're just a chair warmer with no experience! Financially I'm reorganizing my debts and trying to get rid of creditors. What I now feel like is that I have to replace my accounts and go to another bank because this one is going crazy again with over charging fees and trying to justify them! Not going to work with me! Please see the attached 3-days of screen shots that show my balance was positive when the 2 transfers they charged me for ended with a positive balance. They illegally charged those fees to my account then refused to reverse them even with my balance clearly showing it was positive! So what I've done is changed my direct deposit from that account. My plan is to begin the process of replacing and closing their accounts. I refuse to allow them to illegally charge me NSF fees then try to justify their actions. They did that some decades ago and I declined to bank with them. I reluctantly came back to them but they treated me well so I saw no need to go else where. I left XXXX because they used the words " we can't '' one too many times when I tried to make changes to my accounts. Too inflexible for my liking. Wells may be big but they need to remember they have a lot of scandals, can't afford to lose any more customers, are not well liked in any community, have tons of competition and are still being sued! I've remained loyal and expect some consideration from them and accuracy on charging me fees. I'm willing to pay if I actually owe it. I usually know when I will incur them and how many. But this random charging fees is not going to become the norm. I've never complained about them before because I had no reason to. In the last 30 days this will be my 2nd outside complaint on them! This one went over the top!

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