Consumer complaint received 2026-01-29 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: GA

Complaint narrative:
On XX/XX/year>, at approximately XXXX a.m., I contacted Wells Fargo customer service regarding XXXX overdraft fees that were assessed on my account over the past XXXX weeks. 

My account is explicitly set to reject transactions when insufficient funds are available. Despite this setting, some transactions were rejected while others were allowed to post, resulting in overdraft fees. This inconsistent handling directly contradicts my account preferences and the way my previous Wells Fargo account functioned for years. 

During the call, the initial representative refunded XXXX of the XXXX overdraft fees. I requested escalation to discuss why transactions were inconsistently approved and to request reversal of the third fee. 

I was then transferred to a supervisor named XXXX. At first, he engaged normally, but once I questioned the inconsistency and requested the remaining overdraft fee reversal, his demeanor became robotic, dismissive, and condescending. 

The supervisor initially stated that the overdraft occurred because the transaction was a recurring payment. I explained that other recurring payments during the same period were rejected due to insufficient funds, consistent with my account settings. He then stated that the system decides which transactions will be paid and which will be rejected, even when an account is set to reject all transactions if funds are unavailable. He was unable or unwilling to explain how those determinations are made, why they were applied inconsistently, or how a customer can prevent this from occurring. 

He then refused to reverse the remaining overdraft fee, citing a policy that allows only XXXX fee waiver in a XXXX period. I explained that : I am low-income I am a single mother I have been a Wells Fargo customer for over XXXX  years, having closed my prior account and opened this one on the same day This issue did not occur on my prior Wells Fargo account , where similar overdrafts were routinely reversed Despite acknowledging that I have been a customer for over a decade, the supervisor showed no willingness to resolve the issue, repeatedly speaking in a dismissive tone, using phrases such as okie-dokie, and refusing to provide clear information on how to file a formal complaint. 

At one point, I became emotional due to the financial stress and the dismissive treatment. I remained polite throughout the call. I ultimately told the supervisor that Wells Fargo could keep the {$35.00}, expressed that I was deeply disappointed, and ended the call. 

This interaction represents : A failure of internal escalation Inconsistent and unexplained overdraft processing Opaque automated decision-making overriding customer-selected account controls Unprofessional supervisor conduct A complete loss of trust in Wells Fargo as a financial institution As a result, I am closing my Wells Fargo accounts and moving my banking relationship elsewhere.

I am requesting : 1. Executive-level review of this complaint 2. Accountability regarding the supervisors conduct 3. A written explanation of how and when overdraft-rej
ection settings are overridden 4. Confirmation that this complaint has been logged and reviewed at the appropriate level This complaint is being submitted due to the failure of standard customer-service escalation to address the issue appropriately. 

Attached are screenshots showing multiple recurring payments that were declined for insufficient funds during the same period other recurring payments were allowed to post, demonstrating inconsistent overdraft processing.

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