Consumer complaint received 2026-06-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
Company Name : Wells Fargo Bank , N.A . Product/Service : Checking Account & Credit Card Payment Plan Core Issue : Unfair/Deceptive Practice Unauthorized Debit, Sequential Overdraft Loop, and Administrative Delay Statement of Facts : On XX/XX/year>, I made a manual payment of {$400.00} toward my Wells Fargo credit card payment plan. This payment was confirmed as processed, and my monthly balance due for XXXX showed {$0.00}. To prevent a duplicate charge, I explicitly deactivated my autopay. Despite this, on XX/XX/year>, Wells Fargo initiated an unauthorized, duplicate {$400.00} draft from my Wells Fargo checking account. This erroneous debit immediately exhausted my available balance and triggered a cascade of financial penalties : 1. It forced my checking account into overdraft, incurring an immediate overdraft fee. 2. It caused a subsequent, necessary automated phone bill payment to fail/overdraft, incurring an additional overdraft fee. 3. It pushed my account into a negative balance of {$210.00} to date, triggering unnecessary automated collection notices. Attempts to Resolve : * XX/XX/year> : I contacted customer service immediately. The bank acknowledged the error, confirmed they initiated a refund, and stated the refund would take up to 21 daysa timeframe that leaves me financially vulnerable due to their mistake. I was transferred XXXX separate times, even though I called the phone number listed for the credit card department. * XX/XX/year> : I called again to expedite the return of my funds and stop the overdraft penalties. I was told nothing could be done. I was transferred XXXX separate times, repeating the entire matter to each until I reached the appropriate representative. * XX/XX/year> : I called a third time. After being transferred XXXX times, a representative finally agreed to file an " expedited '' request, quoting a maximum XXXX wait, which would land on Saturday, XX/XX/year>, as the call day, marking 7 days since the original report of the unauthorized debit. Summary of Unfair Practice : Wells Fargo instantly processes outgoing debits and immediately applies overdraft penalties, yet requires 10 to 21 days to return funds stolen by its own administrative and technical errors. The representatives attributed the mistake to Wells Fargos internal structure- the checking account customer service, the online banking customer service with the automated payment option, the credit card customer service, and the credit card collections department, with the payment plans and automated payments are all separate and disconnected, and so my online my auto-payment deselection was not registered on the credit card or collections departments systems. This fragmented structure and, consequently, asymmetric delay, combined with active collections enforcement on an account they broke, constitute an abusive and unfair practice under UDAAP guidelines. It suggests the deliberate compartmentalization of bank functions for the companys benefit and to the consumer 's disadvantage.

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