Consumer complaint received 2016-12-29
Product: Bank account or service — Checking account
Issue: Using a debit or ATM card — 
Company: WELLS FARGO & COMPANY (VA)

On XX/XX/2016 I call Wells Fargo and made a stop payment for the amount of {$440.00}, I provided the vendor ( XXXX ) and informed the representative that it could be either through my credit card or checking account, by this the rep. informed me that I was covered, she even waived the {$35.00} fee. On XX/XX/2016, the charge hit my account leaving it at XXXX. I immediately called and filled a claim ( XXXX ), and shared with the rep. that I was in need for my funds immediately and she said I do not know their system ( Customer Relations Claims Dept. ) but they should be able to assist during that day. She mentioned that I would get a call, by which I provided my XXXX phone numbers in order to confirm that I would not miss the call. The call was expected from their office in the XXXX, with a XXXX hour difference since I am in the XXXX. At XXXX ( est ), I called Wells Fargo again and demanded to speak to someone that could assist, at that time the repr. generated another claim ( XXXX ) and said " No worries, XXXX, your funds should be there within a few hours today, I will make the notation that it is crucial ''. I went into the bank during my lunch break, however, the managers were extremely busy, it being the holidays and it would be a little over an hour wait. My lunch is 1 hour. At XXXX ( est ) I called again, since I seen no change to the account, to only be on hold 1 hour and 23 minutes. Finally, a rep. answers and she said " XXXX, this process is 7 - 10 days, there is nothing we can do '', not once did she give me the options to receive provisional funds. I requested to speak to a Manager and she said I will have to push your call through a center, maybe another 1 hour wait. By this time I decided that it is best for my health to monitor the account and hope and pray that the funds are reversed. At XXXX ( est ) XX/XX/XXXX I called the bank and spoke to XXXX and explain the two days of torture, not being able to buy food and necessities. She immediately said, XXXX I am recording this conversation for future purposes and I continued on with my dilemma. It seems that she was noting the file and once finished she said please write down this reference # XXXX, I asked this is the 3rd number I 've been given, what is this one for. She reply, this will serve as a confirmation of this conversation, I have no need to hide any details and it is in my best interest to assist you. On XX/XX/XXXX, I called at XXXX est and after 43 minutes I finally got a hold of the Claims Dept. Mr.? placed me on hold twice for XXXX minutes. I said, I am calling on the status and why have n't my funds hit my account, now I have incurred on overdraft fees as well. And this is his response, XXXX XXXX this department has the rights to a 7-10 day investigation, I will need to delete the claim numbers you have provided and generate a new claim number ( XXXX ). Please know that by having multiple claim numbers WILL NOT speed up the process. By this time, on my third day I have extremely disturb, I say what do you mean a new number and why has n't this been resolved? Once again, he said you are not listening XXXX XXXX, multiple claims will not expedite the process! If what you need is your money than you must provide a reason, is it food, gas or any other reason why you need your money?! I reply " yes '' I need my funds, I told the rep. prior how crucial it was for me to have my funds. By that he said, you should see the funds in your account within 24-48 hours, until the investigation is completed. I understand this is not consider part of the investigation, however, all except for XXXX seems to want to assist, everyone else would rate -100 in the scale for customer service. I felt dismissed, banished and violated of my rights! Here is to 2016 '. Thx!