Consumer complaint received 2017-06-20
Company: WELLS FARGO & COMPANY
State: OR
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
I have been a customer with Wells Fargo for over 5 years. Throughout these years, because of my low-balance, I was often charged overdraft fees for items, so I changed my account to not allow a transaction to process if the money was not in the checking account. If an item still went through ( because they say it is a common vendor ) causing my account to be in the negative, I would have 24 hours to rectify the solution, or be charged a {$35.00} overdraft fee. However, they have recently changed their systems, so it will allow something to process, and at XXXX will re-figure the account, and now immediately charge a {$35.00} fee for a transaction it allowed through. On XXXX, in the evening, I paid a few bills. Because of Wells Fargo 's practices, I have severe anxiety when it comes to finances and banking. Therefore, I check my account daily. A transaction processed overnight and on XXXX I awoke to a negative balance as there was a difference of about {$6.00}. Immediately, I went to Wells Fargo ( herein " WF '' located at XXXX XXXX XXXX, XXXX, OR XXXX ) and deposited {$10.00} to cover the {$6.00} ( plus change ) difference in my accounting. I had however already been charged the {$35.00} fee, as I stated, WF no longer offers any time to correct a balance error. After making the deposit, on XXXX, I spoke with a banker, XXXX, telling him I again was wrongly charged a fee. Importantly, to note, I was charged a fee in XXXX of XXXX for an internal Wells Fargo transfer - from my checking to my Auto Loan ( also directly through WF ) as the same situation happened at midnight, " the system '' as the employees blame, incorrectly charged a {$35.00} fee. The system allowed this transaction & if it was not there, it should not have allowed a transfer, especially an internal one. That was rightfully refunded. After my XXXX visit, I was promised a call back. I did not receive one. On Tuesday XXXX, I called and was told the system would not allow the refund of this illegal fee. I asked to speak to a manager as Wells Fargo in refusing to return a fee, over a {$6.00} difference which I covered the same day, WF is stealing from me directly. The current service manager XXXX XXXX stated that she could not change what was in the system as her manager XXXX had reviewed and denied the request. XXXX was not in, I have left him a message. I let them know I was tired of them stealing from me & am closing my account ( s ). They did not apologize, nor seem to care at all. Wells Fargo has profited off me for years. They take advantage of " little people '', who like me, live paycheck to paycheck. Their negligence of care is outstanding and has caused me monetary and emotional harm and distress. Over the 5 years with them, they have made hundreds of dollars off me in fees. They currently have stolen from me, without consent, in a fraudulent manner. Wells Fargo has no consideration for how their action of something " small '' could be quite large in my individual life day to day. The {$35.00} they are stealing was budgeted for food. I have opened a new account with a different bank & will no longer tolerate these practices.

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