Consumer complaint received 2025-11-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
My name is XXXX XXXX I am XXXX XXXX XXXX, and I am writing to dispute and request reimbursement of a {$35.00} overdraft fee that Wells Fargo charged on my joint account. This fee appears to be the result of a posting date error and a failure to correctly apply Wells Fargos own overdraft and funds availability policies. I also request the closure of this joint account after the issue is resolved, because this type of problem has become a recurring pattern. 

On XX/XX/year>, there was a payment scheduled from my joint account. That same day, XX/XX/year>, at approximateXXXX XXXX XXXX, my daughter transferred {$40.00} from her personal Wells Fargo account into our joint account specifically to avoid any overdraft or extra fees. This was an internal transfer between two Wells Fargo accounts, and it should have been reflected the same business day according to the banks Availability of Funds Policy and posted balance rules. 

However, Wells Fargo did not reflect or post that transfer on XX/XX/XXXX. Instead, according to my account activity, the transactions from XX/XX/XXXX and XXXX were not posted until XX/XX/year>. As a result, the system treated my account as overdrawn and charged a {$35.00} overdraft fee, even though the funds were moved on time and were available on XX/XX/XXXX to cover the payment. 

This result is inconsistent with Wells Fargos disclosures about available balance, posting of transactions, and overdraft practices, including the Extra Day Grace Period program that is supposed to give customers an additional business day to cover overdrafts and avoid fees when deposits or transfers are made by the applicable cutoff time. 

On XX/XX/year>, when I noticed the overdraft fee, I contacted Wells Fargo Customer Service and the Claims Department several times : Around XXXX XXXX, I spoke with XXXX in Customer Service, who transferred me to XXXX in the Claims Department. The call was disconnected. 

Later that same day, at about XXXXXXXX XXXX, I called again and spoke with XXXX, who told me she could not resolve the issue and transferred me to XXXX in Claims. 

XXXX told me it had to be handled by Customer Service and transferred me back. 

I then spoke with XXXX XXXXn Customer Service, who said it was not his department and transferred me to XXXX in the Fraud Department. 

XXXX informed me that he would transfer me to the claims manager, but I still do not have a clear resolution or written confirmation that the fee will be reversed. He transfe to customer services with XXXX In practice, I am only being moved from one Customer Service representative to another and to different departments, without being allowed to speak with a true claims manager who can take responsibility and resolve the issue. 

This sequence of transfers between departments without a solution has been very stressful for me as a XXXX XXXX XXXX customer with limited income. I depend on this account to manage my daily expenses. Charging a {$35.00} overdraft fee in a situation where the funds were timely transferred, and then failing to resolve the issue after multiple contacts, is harmful and unfair. 

This is not the first time that this joint account has been affected by similar overdraft fee situations caused by posting and system practices rather than by a genuine lack of funds. For this reason, I have lost trust in the way Wells Fargo is handling this joint account. 

Under the Truth in Savings Act and its implementing Regulation DD, and under the general prohibition on unfair, deceptive, or abusive acts or practices in consumer financial services, banks must apply their disclosed policies consistently and must not assess fees that result from internal posting practices instead of the customers conduct. 

For these reasons, I respectfully request that Wells Fargo Immediately reverse and refund the {$35.00} overdraft fee charged on my joint account in connection with the XX/XX/year> transaction. 

Correct the posting record, confirming in writing that the internal transfer of {$40.00} made on XX/XX/year> at approximately XXXXXXXX XXXX  is recognized as available on that date for purposes of fee calculation. 

Confirm in writing that no negative information related to this incident will be reported to any consumer reporting agency. 

As a final resolution, close my joint account in a safe manner after refunding the improper fee and ensuring that there is no remaining negative balance or pending fee, since this has become a recurring pattern and I no longer feel that this joint account is being handled fairly. 

Review this matter as a potential error affecting an elderly consumer and ensure that frontline staff and systems are correctly applying Wells Fargos Extra Day Grace Period and funds availability policies in similar situations. 

I am attaching a screenshot showing that the payments made on XX/XX/XXXX and XXXX and the transfer appear as posted on XX/XX/year>, which caused the overdraft fee. 

Please provide a written response with your findings and the corrective actions taken, including the refund of the fee and the closure of my joint account as requested. 

Sincerely, XXXX XXXX

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