Consumer complaint received 2017-07-03
Company: WELLS FARGO & COMPANY
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On Friday, XX/XX/XXXX, a clerical error caused the tuition for my son to be paid in full rather than in monthly installments. The transaction was listed as pending at the time and my wife called to put a stop payment on the unauthorized ACH transaction of {$5300.00}. That morning, by XXXX she had filed a claim over the phone and been into a physical location to speak with banker and ensure that she had done everything that she could to get the process started. She was told to stay by her phone because somebody would contact her regarding the expedited request sometime that day on Friday, XX/XX/XXXX. <P/>At midnight on Friday, XX/XX/XXXX, the transaction was processed and we had yet to hear from the bank. We had to borrow money because the transaction had not only depleted our checking account, but also our Way 2 Save account and still left us with a balance of roughly - {$700.00}. <P/>On Monday, XX/XX/XXXX, we called Wells Fargo back to inquire about our expedited claim. We were told that the claim had not been expedited and that it would take 7-10 days to fix. At that time we elevated the call and were told that the claim would be expedited but that somebody would call us and the claim would take 2 days to complete. With the upcoming XX/XX/XXXX holiday, this means that the claim would not be reviewed and completed until Thursday, XX/XX/XXXX. I stated that the claim should have been expedited on Friday XX/XX/XXXX and that it should have been reviewed and completed by close of business Monday, XX/XX/XXXX. I also stated that since we were not called after we were told to stay by the phone on Friday, XX/XX/XXXX that I would like to stay on the line until I spoke to somebody who could help me. <P/>I was transferred again to a different supervisor who told me that there was nobody there that could help me and that I would need to contact the XXXX number for their executive office. I told him that I would wait on hold so he could call that number and connect me once he somebody that could help me on the line. He advised me that he was unable to transfer any calls from that number, despite working in a call center, and that he would just have to disconnect the call. I stated again that I did not want him to disconnect the call and that I just wanted to speak to somebody that could help me. He then hung up on me. I felt like I had no other option at that time but to seek help through a third party. <P/>I feel like to the payment should have been stopped while it was still in a " Pending '' status. Especially considering we were able to alert them and issue the dispute almost immediately after being notified of the overdraft. The problem was compounded when we were told several things on Friday, XX/XX/XXXX that turned out to be untrue. Additionally, when we spoke to other customer service representatives on Monday, XX/XX/XXXX, they were not only unhelpful, but they hung up on me.

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