Consumer complaint received 2015-04-17
Company: WELLS FARGO & COMPANY
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Making/receiving payments, sending money

Complaint:
When setting up an electronic payment from my Wells Fargo checking account to pay my Wells Fargo credit card, I mistakenly entered {$13000.00} instead of {$1300.00}. I did not know the error occured until I recieved an email from Wells Fargo on XXXX XXXX at XXXX XXXX notifiying me that it had advanced funds to cover an overdraft. After reviewing my records I found that I had made an input error when scheduling payment from my Wells Fargo checking account to my Wells Fargo credit card ( inputting {$13000.00} rather than {$1300.00} ). I immediately contacted Wells Fargo to advise them of the issue. Although I was on hold for a lengthy period of time, the representative helping me appeared to be able to assist in getting the funds returned to my account. Unfortunately, while making the update, Wells Fargo system maintenance started and the representative was kicked out of the system. She told me the account would have notes so the issue would be easily resolved by a representative in the morning. 
Unfortunately, this was not the case. I was transferred back and forth between numerous representatives, groups and supervisors and each told me, very cheerfully, that they understood the problem and would get it resolved. Unfortunately, after being placed on hold and disconnected a number of times, I spoke with a supervisor who told me that there was nothing they could do to help me and I would have to wait 5-10 days for an investigation to be completed. I asked why this was not explained to me by any XXXX of the XXXX representatives with whom I spoke and he had no answer for me. I asked to speak to a manager and was told this was not possible and my only option was to send in written correspondence and the response would take up to 30 days. 
I understand that I made the error when I scheduled the payment and I understand that Wells Fargo has policies and procedures for situations such as this, but clearly the phone representatives do not have a clear understanding of the policies and procedures since each person gave me a different answer. I was transferred repeatedly and placed on hold each time. They made promises they could not or did not intend on keeping. No one called me back when they said they would. No one had an answer as to who could help me. I had to keep calling hoping that a representative willing to help me would answer but although each of the representatives was cheerful and sounded as if they were working to resolve the problem, nothing got resolved and when I finally got to the last person with whom I spoke, the answer was they could not help me unless I sent in a written letter and waited up to 30 days. This is not acceptable for a simple error. In the mean-time, because my checking account was depleted as a result of the error, I had to borrow funds from my XXXX year old father who is living on a fixed income. Customers and consumers should not be given the run around by their banking institution under any circumstances but certainly not when a problem is clearly an inadvertent error. I am a long time customer a Wells Fargo and expected that they would listen to my concerns and act in the best interest of their customers. This has not happened. It has been 3 days since I started contacting Wells Fargo and I am no closer to resolving my problem. I should not have to come to the CFPB to get assistance to resolve this. Wells Fargo should have been able to resovle this on its own.

Company response to consumer: Closed with explanation