Consumer complaint received 2017-02-13
Company: WELLS FARGO & COMPANY
State: TX
Product: Bank account or service
Sub-product: Checking account
Issue: Problems caused by my funds being low

Complaint:
I recently went through some health issues. During a particularly difficult time, I intended to change the date of my automatic credit card payment with Wells Fargo so I could pay a medical bill, and then pay my CC bill after my next paycheck a few days later. In wanted to prevent any fees or overdraft funds. I meant to change it before it was due, but I was very ill. when the I saw the payment as " pending '' on my mobile account, I called them and asked if they could simply reverse the pending payment ( from my checking to my CC ), and process it 8 days later instead so I was n't overdrawn. After an hour on the phone, being transferred 4 times, having to re-authenticate and tell the story 4 times, they told me that they could do it, but it takes 10 days. That would n't help, I needed help that day. I told them several times I need help that day, not next week. No one could find a way around it. Seems easy- it 's all in house, I was n't asking for them to reverse a payment to another company. The payment showed " pending '', not complete. It was simply from my WF checking to my WF CC. After an hour, someone said that it was n't really pending, it was actually complete, even if it showed pending on my mobile app. Why would the mobile app show one status, and their own system another? Frustrated, I tweeted on friday that they are unhelpful. They tweeted back friday that they want to help me and asked me for info so they could contact me. When I sent them back my ph number, I said in all caps that I needed help that day, friday, not later. no one contacted me. Saturday, I messaged the person who said someone would contact me and told them no one contacted me. the answer : someone would contact me during business hours Monday. I was explicit that I needed help that day, yet they did not even read or comprehend. I do not understand why they would even reach out to say they want to help me if they do not even care enough to read what I have said. At this point, Monday is almost over and still no one has contacted me. It 's too late to help me financially. But they could have. I understand I was asking for an exception, but I have been a customer over 20 years and I think I deserve an exception quite frankly. If you are not going to grant someone 's request, you do n't let them sit there and wonder, you tell them " no ''. If someone says they need help " today '', you do n't answer them next week. This kind of service and treatment is exactly what kind of company they are : they do not care about their customer. They do n't care to give correct information, or even any information. No one can tell me why the mobile app shows one thing, but supposedly their system shows another. Is this because they do n't understand their own systems, or just do n't want to do what I 'm asking so they are lying? I really do n't know, and I do n't trust them. What I am requesting at this point is a reversal of any fees. Since they could n't move fast enough to prevent them, or even care to answer me, I believe they should reverse them. Since they wo n't even answer me, I am using this method.

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