Consumer complaint received 2016-02-15
Company: WELLS FARGO & COMPANY
State: MN
Product: Consumer Loan
Sub-product: Installment loan
Issue: Managing the loan or lease

Complaint:
Dear Consumer Finance Protection Bureau Representative : I XXXX XXXX, son of XXXX XXXX XXXX, write this letter on behalf of my dad. 

XXXX XXXX my dad XXXX XXXX decided to purchase hearing aides using Wells Fargo Financial Bank ( WFFB ). My XXXX year old dad 's memory is n't as good as it use to be. 

He setup up automatic bill payments/withdrawals monthly, from his XXXX checking account # XXXX ( last XXXX numbers of checking account ) for {$600.00} a month, to start XXXX XXXX. An improper address was entered and that check was returned. On XXXX XXXX dad authorized XXXX to send a {$600.00} check directly to WFFB, received on XXXX XXXX. WFFB assessed him a late fee. Meanwhile dad wrote another {$600.00} check payment that was received on XXXX XXXX. 

XXXX XXXX dad was frustrated and authorized someone at XXXX or WFFB to pay off the balance of {$5400.00}. This was done by an ACH payment. Then on XXXX XXXX dad wrote a check for {$5400.00}. Payments WFFB received are : XXXX XXXX {$600.00} written check # XXXX XXXX XXXX XXXX automatic bill pay from XXXX, # XXXX XXXX XXXX {$5400.00} dad 's phone authorization to XXXX to pay via ACH to WFFB XXXX XXXX {$5400.00} dad 's authorization to someone to pay outstanding balance # XXXX Total payments {$12000.00} Less : original balance -XXXX This is a 0 % loan for the first 12 months. 

Overpayment {$6000.00} On XXXX XXXX, XXXX XXXX XXXX phoned WFFB asking when he will receive a refund. The Representative told him it would be 45-60 days. Dad believes a check can be written in a few business days. 

On XXXX XXXX, XXXX was greatly irritated that he has to wait 2 months. XXXX with dad on the phone, called WFFB and talked with an initial Rep. We asked if an ACH could be processed. The Rep did not know what is an ACH. We then talked with a Service Manager named ( XXXX XXXX, in XXXX XXXX, XXXX ). We explained the account is overpaid and we want our money back via an ACH. XXXX insisted this can not be done. XXXX asked why not since Wells Fargo easily takes in money using ACH. XXXX said their payments department has to review payments received. XXXX stated that the automatic phone balance announcement said there is a credit on the account. XXXX asked why an ACH can not be processed. XXXX restated policy of 45-60 days using a physical check. XXXX said this is causing him financial stress given federal taxes that are due. XXXX then asked to talk with XXXX ' supervisor. XXXX said there is none. XXXX asked for name of the VP of this division. XXXX stated there is no one here with that title. XXXX then asked to speak with another senior manager. XXXX said there is none. Finally XXXX asked for their mailing address. XXXX gave us : Wells Fargo Retail Services/Financial Bank, XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX. 

XXXX reiterated there is a credit balance over payment, and XXXX stated there is one ; therefore why ca n't XXXX or another Service Manager issue a rapid refund? XXXX held fast that they can not refund money. 

Clearly this is WFFB 's efforts to hold on to excess funds for as long as possible. By listening to XXXX on the phone, it is evident he is elderly. Yet WFFB has made no attempts to assist an elderly customer. 

DESIRE RESOLUTION : We request that WFFB issue an ACH of {$6000.00} back into the XXXX checking account # XXXX ( last XXXX numbers of checking account ) within 10 working days of receipt of this complaint. 


Please phone, mail or e-mail us your response to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, XXXX XXXX Ph : XXXX E-mail : XXXXXXXXXXXX XXXX XXXX 's email ) PS : copy of this complaint has been sent to the Wells Fargo : Wells Fargo Retail Services/Financial Bank XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX

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