Consumer complaint received 2022-07-12
Company: WELLS FARGO & COMPANY
State: AL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I noticed that an unauthorized debit to my bank account on XX/XX/XXXX from backstage so I filed a claim with Well Fargo. In the interim while Wells Fargo researched the dispute I requested a provisional credit which set my account to the amount it was before backstage took the {$140.00}. This was only after explaining that I am going through financial hardship due to Covid 19 and several escalations to upper management. I called Wells Fargo a week later inquiring about the protocol and process to prevent any late Fees by being aware of Wells Fargo time-line concerning claims since I knew at some point backstage was going to credit my account. I wasn't given a clear explanation and basically told to just wait until Wells Fargo contacted me. Wells Fargo mailed out a later yesterday XX/XX/XXXX stating that they were going to debit my account on XX/XX/XXXX. I called Wells Fargo today XX/XX/XXXX spoke to rep and asked for a 2 day extension since I get paid on XX/XX/XXXX to avoid any late fees and extra deductions from my bank account. The first rep I spoke to said she wasn't able to extend the due date and my request for a grace period was denied. I asked to speak to a manager and she said non was available but that she could transfer me to the claims escalation team. I spoke to XXXX who advised that he was unable to extend the due date as well and said that a manager is not available and that if I want he can have a Manager call me back in 2 days. I explained that I don't have the time any other day to discuss this matter so I would wait. XXXX placed me a hold and came back every 2 to 5 minutes to explain that a Manager wasn't available and that I would need to hold longer. I waited on the with Wells Fargo for 2 hours and 19 mins and 39 seconds and after a while XXXX was unresponsive over the phone I tried pressing keys to see if he was there but he was not responding so after waiting 2 hours 19 mins and 39 seconds I had no choice but to end the call. When I was able to speak to XXXX I told him that I feel discriminated against because I expressed my need for the 2 day extension due to financial hardship in regards to Covid. Wells Fargo XXXX XXXX XXXX said on XX/XX/XXXX that " Wells Fargo is working on a daily basis to put measures in place to support the needs of customers impacted by COVID-19 in the most effective ways possible. Wells Fargo is suspending residential property foreclosure sales, evictions and involuntary automobile repossessions. The company also is offering fee waivers, payment deferrals and other expanded assistance for credit card, auto, mortgage, small business and personal lending customers who contact the company. This is a violation of my rights " Per the Fair Credit Reporting Act 15 U.S. Code Congressional Findings and declaration of purpose ( A ) Abusive Practices " There is abundant evidence of the use of abusive, deceptive, and unfair debt collection practices by many debt collectors ... '' Wells Fargo conducted unethical practices Wells Fargo usually offers a 15 day grace period from the due date but did not offer this in my case. The Equal Credit Opportunity Act [ ECOA ], 15 U.S.C. 1691 et seq. prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, age, because an applicant receives income from a public assistance program, or because an applicant has in good faith exercised any right under the Consumer Credit Protection Act. I feel discriminated against this has given me anxiety from waiting long periods of time and not given the proper customer service experience when requesting a Manager also having to explain my financial hardship over and over to employees that are peers and not being given the ability to speak to upper-level management has sent me into a state of XXXX as it is hard emotionally to explain that I am experiencing financial hardship due to Covid 19.

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