Consumer complaint received 2023-03-30
Company: WELLS FARGO & COMPANY
State: AZ
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
SUBJECT : Issue with Wells Fargo XXXX XXXX posting of directs deposits. Customers are lead to believe that they are getting paid up to 2 days early, but in reality the funds are not available for use until the scheduled pay day even though they are added to AVAILABLE BALANCE. Wells Fargo automatically opts-in customers to the XXXX XXXX XXXX XXXX without their consent and customer can not opt-out of the program. Please read below each numbered paragraph for my concerns, questions, and issues with Wells Fargo XXXX XXXX XXXX Program ( 1 ) The pending early pay day deposits are deposited into your AVAILABLE BALANCE. According to Wells Fargo online definition : Available Balance is the most current record we have about the funds that are available for withdrawal from your account. It includes all deposits and withdrawals that have been posted to your account, then adjusts for any holds on recent deposits and any pending transactions that are known to the bank. 
( 2 ) In XX/XX/2023, I was enrolled in the Wells Fargo XXXX XXXX XXXX. In XXXX and XXXX, I experienced difficulties with using Wells Fargo XXXX XXXX XXXX. In both months, Wells Fargo posted my pending direct deposits from my payor 's into my checking account as AVAILABLE BALANCE. On XX/XX/2023 and XX/XX/2023, I withdrew funds from my checking account based on AVAILABLE BALANCE. After the withdrawals, my online Wells Fargo statement said my checking account was over drawn. I was told by Wells Fargo Customer Service that they debit the account not from the AVAILABLE BALANCE but from account balance prior to the pending deposits being added to the AVAILABLE BALANCE. 
( 3 ) This is confusing and misleading. I received an email from Wells Fargo Corporate Office ( Case XXXX, XXXX XXXX ) on XX/XX/2023 stating my pending early day deposits can be used in advance. The email read : Pending direct deposits made available with XXXX XXXX XXXX increases your account Available Balance so you are able to use the funds in advance of your pay day. However, your account ending balance will not be increased by the amount of your direct deposits until it posts to your account on your scheduled pay day. 
( 4 ) XXXX XXXX email is confusing and contradicting. It said I can use my early deposits in advance and also said that my early deposits is not available until it is posted to my ending balance on my scheduled pay day. ( I can provide the email if needed ) ( 5 ) My questions to Wells Fargo are : ( a ) Is this really an early pay day program if funds posted 2 days early can not be used? ( b ) How can the customer use their early pay day deposit if it not part of the ending balance? ( c ) Why early pay day deposits are not included in the ending balance? ( d ) How can I use my early pay day deposits without overdrawing my account? 
( 6 ) As of today, XX/XX/2023, I have received 3 of my 4 XXXX XXXX XXXX deposits for my scheduled pay day on XX/XX/2023. The Authorization Transaction Date for the deposits is XX/XX/2023. My early pay day deposits are XXXX XXXX Retired Military Pension, XXXX XXXXXXXX XXXX and pension from a private firm. The amount of the pending deposits is showing as my AVAILABLE BALANCE. My question is how can I use my funds on XX/XX/XXXX if it not part of the ending balance? ( I can provide screenshots and video of my account if needed ) ( 7 ) In addition to my early pay day issue, I was erroneous charged a {$25.00} checking account service fee in XXXX and XXXX due to my statement ending qualifying balance fell below the minimum. The {$25.00} service fee should not have been charged because I meet Wells Fargo requirement of having a saving account with {$20000.00} or more linked to my XXXX Checking Account. Wells Fargo Customer Service could not explain why I was charged the service fee. 
( 8 ) Throughout my ordeal of trying to get answers and assistance with Wells Fargo XXXX XXXX XXXX, I have experienced unsatisfactory, unprofessional and unknowledgeable custom service. Wells Fargo Customer Service Members have been very rude on the phone. The customer service representatives : ( a ) did not allow us to completely explain our situation; ( b ) talked over me when trying to explain my situation and would not let me finish my statement; ( c ) raised their voice during conversation when I questioned their reply ; ( d ) insinuated that I should not afford to keep {$20000.00} in a saving account and suggested changing my checking account type ; ( e ) could not answer questions and would just repeat what was mentioned earlier or remain silence to avoid the question. 
( 9 ) According to Wells Fargo Case XXXX ( XXXX L. ), I can not opt-out of early pay day. I would like for Wells Fargo to either ( a ) stop adding pending deposits to my AVAILABLE BALANCE or ( 2 ) add my early pay day deposits to my ending balance so it can be used in advance like the early pay day program is intended to be used.

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