Consumer complaint received 2016-12-28
Company: WELLS FARGO & COMPANY
State: CT
Product: Bank account or service
Sub-product: Checking account
Issue: Problems caused by my funds being low

Complaint:
I have a checking account at Wells Fargo bank which is currently negative. It has been so at various times in the past, and I always have brought it positive. It is at " the bank 's discretion '' whether or not to cover a charge when balance is negative. Being that a very important ACH withdrawal was due of {$220.00} from California Tax board, I called Wells Fargo Bank to see if they were going to cover it, as I saw the transaction listed as pending. I did make a deposit at the same time which did not make my balance positive, but brought it {$260.00} less negative. The representative I spoke with at XXXX EST XX/XX/XXXX ASSURED me - let me make that clear -- he ASSURED me that the payment would POST TODAY XX/XX/XXXX. He saw the deposit, he saw the {$220.00} charge pending for the tax payment and he ASSURED me that the payment was APPROVED and would POST TODAY. Based on this representative 's information, I did not borrow the funds needed to make my account positive, as he told me the payment was APPROVED. I have a check coming in from my employer on XXXX which I was going to deposit but I did n't want to take a chance and have this ACH bounce to California tax board. I called Wells Fargo today, the same number, customer service, when I did not see the payment in pending OR posted, and she gave me an entirely different story, saying that the bank was in the process of making a decision and that i would know later today what they decide. I was furious but polite. This is the same center at the same bank, I should not be receiving two completely different stories. Especially since because of the representative 's assurance yesterday, I did NOT seek to borrow the funds necessary. The man i spoke with yesterday CAUSED ME TO NOT TAKE ACTION IN OBTAINING AND DEPOSITING FUNDS SUCH THAT THE PAYMENT WOULD BE COVERED. This conversation is recorded and the bank can hear what he told me. I lodged a complaint today, case # XXXX. An hour after I got off the phone the payment showed as returned. They clearly did not listen to the conversation I had with the representative yesterday who told me THAT THE PAYMENT WAS GOING TO POST TODAY AND THAT I WAS GOOD TO GO, in his words. Pending outcome of your investigation I will be taking legal action against this bank, and will report continuously to consumer protection bank monitoring services how the bank lied to me through its representative, and then did not stand by its word. I could have addressed this situation. Let me make that point clear. I could have addressed the situation yesterday by simply borrowing the funds until Thursday, BUT I DID NOT MAKE AN ADDITIONAL DEPOSIT YESTERDAY BASED ON THE FACT THAT THE BANK REPRESENTATIVE TOLD ME THE PAYMENT WOULD BE PAID AND POSTED TODAY. The bank has now caused a serious tax problem for me and I will take legal action if this matter is not addressed. It should never depend on who the customer happens to get not he phone, what the bank policy is or what is or is not going to happen with a pending payment. Wells Fargo is the bank that lies to its customers.

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