Consumer complaint received 2020-03-20
Company: WELLS FARGO & COMPANY
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Dear Cfpb team, I will refer to Wells Fargo Credit card department as WF Everything started when I went over the limit with my credit card without being aware, it has been my first time. 

In XX/XX/XXXX, WF debited without my consent the amount of {$2800.00} from my checking account which went overdraft due than I didn't the entire amount I didn't have any money after this debit I contacted WF and they explained than I am entitled to pay the full amount due than I had exceeded the limit, I mentioned to customer service than it is not possible at the moment to me to pay the total amount due than my monthly income range {$2600.00} from a part-time job. WF refunded my money on XX/XX/XXXX, under the condition than I must make the card payment for that month on my own and not on an ACH which I did on XX/XX/XXXX. 

I expressed my concern to the agent regarding WF attempting to debit the full amount in the future and the agent mentioned than once paid {$360.00} for than month everything will ok. 

I contacted WF on XX/XX/XXXX or XXXX to report their mistake on XX/XX/XXXX, about the debit of the amount of {$2300.00} from my checking account leaving my account overdraft for $ -XXXX. After calling WF and reported my case they upscale my case to the executive complaint department in order to refund my money asap. As we know the world is in crisis due to the virus. I have XXXX  money in my checking account and one my monthly ACH payment was rejected, and one was cover by WF checking account with an overdraft fee of course!! 

In order to cover the full amount I had gone over the limit I enrolled in a XXXX XXXX  credit card to pay my debt to WF and I deposited a XXXX card check for {$5500.00} on XX/XX/XXXX, the payment has been reflected in my credit card statement but WF said than is on hold until XX/XX/XXXX and until then the money debited from my checking account will be refunded. 

I had shown my will to pay the full amount I exceeded the limit and I always have been responsible with my debts through ACHs, the regular ACH monthly amount is {$200.00} amount that is on my budget. I had contacted today XX/XX/XXXX two times the executive complaint department and once to the credit card department in order to get extra help in getting my money back asap due to the circumstances of the virus. I do not have any money to cover my daily expenses and their answer is to wait until XX/XX/XXXX that the XXXX Card check clears because is on hold ( I don't know the reason ) I asked them if I can email the XXXX Card letter as proof than my credit card has been approved for {$5900.00} and the check I sent out to WF was for {$5900.00}. One of the WF agents asked to get a document from XXXX card where they committed to cover the {$5500.00} check, something undoable bank does not issue that kind of statement. As a consumer, I feel WF had abused and I feel powerless the banks ' institutions do whatever they want to consumers, is highly proof by WF than consumer 's rights are not respect and banks don't get penalized for this kind of behaviors. 

XXXX XXXX from the executive credit card department refused to provide me with the information of the institution who regulates financial institutions, she said That is internal and her Kindly answer to my help request to speed up my refund do to the virus crisis was YOU HAVE TO WAIT!! I am fully aware than conversations are being recorded by WF so there is proof of what employees violated consumer 's rights just in providing public information. Thank XXXX I found the Consumer Financial Protection Bureau. 

I highly appreciate your help!! 

Wells Fargo Executive Credit Card Department Case #XX/XX/2020 XXXX XXXX Telephone : XXXX XXXX XXXX Contact : XXXX Hours : XXXX XXXX  to XXXX XXXX  XXXX, from the executive department contacted me yesterday XX/XX/XXXX to let me know they are evaluating the case, today XX/XX/XXXX I called him to find out about my refund and he said that is not up to him is up to a third department who emailed him staying than the XXXX card check was on hold until XX/XX/XXXX an until then they will release my money. After hearing this I lost my patients I said than other people who do not pay credit card debts get more from banks due than they can fix their credits without paying their debts and us consumers who paid on time we are just abused!! 

Please see enclosed XXXX Card  approval notice ( As a proof that the credit card limit can cover the {$5500.00} check deposited to WF last XX/XX/XXXX )

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