Consumer complaint received 2019-12-14
Company: WELLS FARGO & COMPANY
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
XXXX I called Wells Fargo because I had an issue where I didnt want my spouse at the time to have access to my account. I had a very thorough conversation with the representative who offered options. In his time of offering the options, I explained to him that whatever the outcome is theres a pending insurance payment that I need to make sure is not affected because I actually use the insurance and did not want to jeopardize the payment to the company or my drivers license for failure to pay. I specifically mentioned the insurance because I saw it already pending and did not want the representative to overturn ANY pending charges. Only charges moving forward. Days later I found out that the bank returned the payment and the insurance was not paid which created a domino effect because one of the vehicles listed was involved in an accident. I informed Wells Fargo of the situation who in returned assured me theyd get the situation rectified as it clearly was their fault. Before they could rectify the situation, they first had to assign the case to a case manager, who would submit a letter via fax to the insurance company explaining the mishap. I informed Wells Fargo that the insurance company has advised they would have a hearing on the matter as I informed them also of the mistake and this would take place on Friday, XX/XX/2019. I expressed the urgency to get the letter to the insurance company because they would need this proof in order to make the ruling in my favor. This did not happen. I called on the XXXX, XXXX and XXXX and the case manager at this time had not even been assigned. On the XXXX I then spoke with a supervisor, XXXX, at the phone number XXXX who apologized for the lack of urgency and assured me hed go ahead and get the case at least assigned to get the process started. Upset and frustrated, I explained to him that the hearing would be taking place and I described it metaphorically as showing up to court with important evidence after a ruling. XXXX very apologetically explained that I would be compensated fully for any mishaps Wells Fargo has caused in this matter and not to worry as he would get the case assigned and get the situation rectified on today. He placed me on hold and when he came back he had a case managers name, XXXX XXXX, and said she was currently on the line assisting a customer and would immediately give me a call after she was done with that customer. XXXX never called. Neither did she call the following Monday or Tuesday. On that Tuesday, XX/XX/XXXX, I called back and spoke with XXXX who again was extremely apologetic at the time and said hed message both XXXX and her manager as her duty on last Friday was to follow up with me to get the situation handled. Days later, XXXX still hasnt called so I called back and spoke with XXXX who again promised a call. After a day of not hearing from her I called back and finally got to speak with her as she explained to me that the entire conversation with the representative did not happen as I explained. She said I told the representative No I did not want the insurance payment to go through. I was absolutely floored and this caused my XXXX XXXX to spike to XXXX  XXXX XXXX. Aside from this, XXXX was extremely rude and lied on multiple occasions regarding the conversation. I immediately requested the manger as he had already assured me this situation would be rectified as he had pulled the call. XXXX lies again and states that I cant speak with the supervisor as they dont take to customers only email. After I explained to her I had been in constant conversation with the supervisor, she then places me on an extensively unnecessary hold before she comes back with a different supervisor. I spoke with the supervisor who had been falsely briefed by XXXX saying she never heard anything regarding insurance. I again am floored by the blatant disrespect and lies being plastered on my character not only through this company but now my insurance company has an ill outlook on my character as a customer. After explaining for the 100th time the situation, the supervisor, XXXX then agreed to listen to the call and promised to get back to me within 48 hours. Needless to say this also did not happen. And now Im stuck in a web of confusion helpless because the giant banks get away with messing over hard working citizens as myself trying to make an honest living.

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