Consumer complaint received 2017-02-22
Company: WELLS FARGO & COMPANY
State: VA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On XXXX/XXXX/XXXX, I attempted to pay my Wells Fargo mortgage of {$890.00} by transferring from my Wells Fargo checking account. I went to the " Transfer Money '' page and selected for " From '', my Wells Fargo checking account, and for " To '', my Wells Fargo Mortgage account. After reviewing that the accounts selected were correct, I hit " Submit ''. Then I reviewed the " Transfer & payment activity '' listing to make sure everything transferred properly, and saw that the pending transfer was indicated as being from XXXX XXXX XXXX XXXX ( XXXX XXXX ), which was not what I selected. I then cancelled the transfer and went through the process again, and after hitting XXXX, the " Transfer & payment activity '' listing again indicated the " From '' account as XXXX XXXX. This second time, I could not cancel the transfer, so I called Wells Fargo customer and explained the situation. The agent I spoke to said that my Wells Fargo checking account had been debited for the requested amount, but regarding why my screen said the funds were from XXXX XXXX, he could not answer since he said he could not see my screen. He assured me it came from the correct account and implied that what I was seeing was glitch if I was reading my screen properly. Then on XXXX/XXXX/XXXX, I was reviewing my XXXX XXXX account and noticed three attempts by Wells Fargo to withdraw {$890.00} from my XXXX XXXX checking account that I did not authorize. These occurred on XXXX/XXXX/XXXX, XXXX/XXXX/XXXX and XXXX/XXXX/XXXX. Each time, due to insufficient funds, at {$30.00} fee was assessed to my XXXX XXXX account, for {$90.00} total, of which I did not cause. On XXXX/XXXX/XXXX, I visited a local Wells Fargo Branch office and explained what happened, seeking resolution. The banker I spoke with called some central office number for how to instruct me. She was instructed to instruct me to write a detailed letter describing what happened to give a timeline of events, and to fax it to a phone number and that the legal department would review this. Beyond this, she was instructed that there was nothing further to discuss with me, and so I left the branch with no resolution, but instead a legal wall had been put up. I was given no confirmation number or any reassurances that Wells Fargo would be actively investigating this matter quickly. On XXXX/XXXX/XXXX, I called the Attorney General 's Office for the Commonwealth of Virginia, and was directed to call the US Office of the Comptroller of the Currency ( OCC ), who then referred me to the Consumer Financial Protection Bureau ( CFPB ), but first gave me a phone number to Wells Fargo to their Executive Case Management Team to see if Wells Fargo, going through higher channels, would make things right, before proceeding to filing a complaint with the CFPB. After a day of back-and-forth, Wells Fargo agreed to reimburse me for the {$90.00} of overdraft fees that I incurred. They admitted the customer service agent I called when I saw there was a problem did not act on what I was saying to correct the source of the transfer. Subsequently, I filed a complaint with the CFPB so there would be a record of what happened. The {$90.00} I was reimbursed does not compensate me for the two days spent resolving this matter that cost me productive time at work.

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