Consumer complaint received 2015-06-22
Company: WELLS FARGO & COMPANY
State: VA
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
Wells Fargo Credit Card division overcharged me by {$500.00} in XXXX. It was a " XXXX-payment '', even though I only did the online payment process XXXX. I called immediately to have them remove the XXXX payment, and they claimed they could n't. Well, they claimed they could, if only they could see the XXXX payment ( which I could see! ), and the other half their staff could see the XXXX-payment but did n't have the authority to remove it. They told me to call back in an hour ( at midnight ) and maybe things would be different. I called back the next day, and they said I had to wait until the charges posted in XXXX days before they could reverse them, and even then they suggested I do it through my bank instead of them reversing the charge that THEY made in error. I knew there was no hope in the event that I overdrafted, but fortunately I did not. 

TWO months later, in XXXX, they XXXXcharge me again, this time for {$120.00}. I call immediately, and again deal with XXXX customer service reps in a near repeat of the last incident. I tell them I am cancelling my card, and they cancel it. The extra money they took from me, I asked if it could be moved to my Wells Fargo mortgage rather than getting a paper check. They said no, but tried pushing me to open a checking account with them so I could move the funds into there. I said no to that idea, and they were going to mail the check. I wait weeks and weeks and never receive the check. I call them up and they say the check was cashed. They tell me they 're going to send a stop payment affidavit out ( mailed only, they ca n't fax or scan or email it to me. ) That was XXXX XXXX. XXXX XXXX I call and follow up, and they tell me that they never ordered the Stop Payment, but will send XXXX out right away. XXXX XXXX they still do n't know why the Stop Payment never came to me. During that XXXX XXXX call, they told me that the check had been cashed, they did n't know where it had been cashed at, and they had in their possession a copy of the signature of the back of the check. I asked to see the endorsed check, and they refused during this XXXX XXXX call, saying they 'd mail it to me after the affidavit was sent back in ( the affidavit I still have n't received as of XXXX XXXX ). Now they say that is n't true, they do n't have a copy of the signature of the check. 

This process has gone on way too long. In my eyes, I cancelled my card on XXXX XXXX after they took unauthorized money from my account, and it is now XXXX XXXX and I am still waiting for my unauthorized funds to be returned to me, after speaking to XXXX representatives the day of the incident, and spending four more days of phone calls since then in the last 3.5 months. I have no evidence on my end that the company is making any effort to return MY money back to me, despite their words over the phone. Wells Fargo Credit Card Customer Service has been a horrible business to deal with. 

I spoke to my only brick-and-mortar bank about my account transactions from XXXX XXXX. They said they have no records showing that I cashed or deposited the check with them on XXXX XXXX. XXXX XXXX is a Monday, which is not a day that I go to the bank, due to my work hours. I also habitually deposit my checks, and do not cash them, since I pay by credit/debit card and keep a ledger of all transactions down to the penny. The cashed check is therefore very unlikely to be mine. Wells Fargo has claimed they have a copy of the endorsed check, and said they would send it to me after receiving back the XXXX Payment affidavit. I would like to see a copy of the endorsement, for my personal records.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation