Consumer complaint received 2020-04-01
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I had been using online banking with Wells Fargo since XXXX ; sending my property taxes for my residence and my rental properties through online bill pay. Recently I received a penalty from the XXXX County Treasury stating that my taxes were delinquent ( I had never been delinquent in paying my taxes before ). Later I found that Wells Fargo had sent 2 property tax payments 4 days after the day that I instructed Wells Fargo to send these 2 payments ( I instructed Wells Fargo to send these payments on XX/XX/XXXX but later I discovered that Wells Fargo issued checks for these 2 payments on XX/XX/XXXX ( I have the image of these checks as proof ) and from talking to their representatives they said these checks went out the next day which means on XX/XX/XXXX and that is 4 days after I instructed Wells Fargo to send the checks to this payee, I was penalized for these 2 delinquent payments more than {$400.00}. Further, XX/XX/XXXX was a Friday and the post office was open on that day on Friday XX/XX/XXXX and the next day on Saturday XX/XX/XXXX and by that Wells Fargo had delayed sending these 2 payments in the mail to the XXXX County Treasury, and here I want to note that I had scheduled these 2 payments long time before XX/XX/XXXX. 
I filed claims on XX/XX/XXXX with Wells Fargo ( Case # XXXX, Case # XXXX, Case # XXXX ) and they sent me on XX/XX/XXXX and on XX/XX/XXXX, their reply electronically to my account saying that this is not their fault and that they will not be paying for these 2 Penalties, so I followed up with them on the phone on XX/XX/XXXX where they stated that they don't guarantee payments in time for taxes so I said then why they had accepted my tax payment for more than 20 years and why there was no such message on the online bill pay, then they claimed that it was in the terms that I agreed upon, so I asked them when was that, they said they don't know so I asked them to email me these terms, they refused and said that I can find it on my account, but I didn't and told that, however they still didn't sent me these terms. Also they gave me hard time in not answering my question of ; why they had not sent my payments on XX/XX/XXXX as I instructed them to do so and why they delayed that for days after XX/XX/XXXX, they refused to answer this question and they were rude and unprofessional and the supervisor and her name is XXXX XXXX refused to transfer me to her manager/supervisor, after that I escalated my complaint to the executive level ( case # XXXX ) and they promised they would call me between 24-48 hours and when they didn't call me back within this promised time frame, I called them on XX/XX/XXXX and they said it had not been assigned to a case manager yet!, so I went to the local Branch and asked the manager and her name XXXX ; to email them yesterday and she confirmed to me that I should have a resolution within 10 business days, just to call me today saying that she received an email from the executive office last night that the 10 business days don't stand any more and they don'y know when my case would be assigned to a case manager neither when I would be receiving from them a resolution or a decision to my complaint. 

I found this behavior by Wells Fargo to be a reckless act and against their policy and procedures for the online banking, and it is a fraud ; as Wells Fargo had kept my money longer with Wells Fargo bank by issuing checks to the payee many days after the day I scheduled these 2 payments on the online bill pay to the payee as I had instructed Wells Fargo to do so, and this shows illegal pattern and practice on the part of Wells Fargo I had been with out a job for more than 5 years and the rent from my 2 rental properties help me make ends meet and I had done my duty in scheduling these 2 payments ahead of time and Wells Fargo has no right to send these payments later than the time I scheduled them to be sent, and this is how Wells Fargo treated me during these difficult times by forcing me to pay penalties that were the direct fault of Wells Fargo when they had defied my instructions to send these payments on the day XXXX instructed them to send, as such Wells Fargo had willingly and knowingly acted on its own in regard to sending these payments to the payee which resulted in these penalties that Wells Fargo should pay and not me because it stated on the online bill pay that the customer is the one who choose and instruct Wells Fargo which day to send these payments however Wells Fargo knowingly and willingly had not followed my instructions Please let me know what evidence document you need me to send you in case Wells Fargo deny any of the above, also I have all the names of the people I spoke with in Wells Fargo regarding this issue with the dates and times

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