Consumer complaint received 2024-10-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
On XX/XX/XXXX I agreed to send my boss, XXXX XXXX, {$1700.00} through XXXX to help her pay her past due car note so that her vehicle was not repod. I opened my Wells Fargo app and went through the process of starting a XXXX transaction, including verifying what her email account was and what was linked to her XXXX account. 

I sent the money through, took a screenshot and texted her. In that time, the transaction failed. I reached out XXXX to see what was going on. She said that it was probably on her end because she had some fraud on her account in the past. So I called Wells Fargo to double check. In that initial conversation, they confirmed that the transfer had failed and that I could have the funds deposited back in my account within 24hrs. I also confirmed with them that it was ok to try again once she lifted the hold on her account. They confirmed. 

I tried sending XXXX the {$1700.00} two more times on the XXXX, with both instantly being canceled. I reasoned with her that because of the first transaction, it was probably because a second transaction would be over the XXXX XXXX day limit that XXXX has. We agreed to try again on the XXXX. 

On XX/XX/XXXX, I tried once more to send the {$1700.00} to XXXX. ( See attachment XXXX ) but again it canceled instantly. I called Wells Fargo and again they said it was something on XXXX side of things. I again confirmed that the money was still coming back to my account as it was still showing pending. They confirmed that they saw in the system where it was tagged to return to my account. I then told XXXX that we should use another method of payment. At this point, my account had a posted balance of {$8800.00}. ( See attachment XXXX ) On XX/XX/XXXX, we decided that it would be best to pay her bank, XXXX XXXX, directly via debit card. But first I called Wells Fargo to confirm that the money would post to my account, as I knew I had bills coming out and I didnt want to be too tight on money. They again, confirmed that we can see on our end that the payment from XXXX would be reversing shortly. And told me yet again, that it would be 24hrs. Feeling confident, I conferenced into a call with XXXX and XXXX XXXX and paid her payment of XXXX. ( see attachment XXXX ). 

On XX/XX/XXXX, I checked my account, via the app and saw that the original {$1700.00} was not deposited back into my account, but in fact had been withdrawn from the account. I immediately called Wells Fargo to see what was going on. I spoke to a gentleman in the Claims department, who opened up a claim for me regarding this issue and told me that I would have to wait 7 to 10 business days. I voiced my concern with the long wait, but he assured me that it would be done fast and that someone was already working on it for me. I resigned to waiting and feeling confident that my status as a customer since XXXX would hold some weight. 

On XX/XX/XXXX I called in to get an update on what was happening with the claim to find out that my claim was rejected. The lady at Wells Fargo told me it was rejected because, I had sent the money voluntarily. I explained the whole situation, but she stonewalled me. I refused to get off the line until I saw some resolution with this matter. I was transferred to XXXX where I again, for the 6th time, explained what happened. He agreed with me that there was an error as the transactions had failed and/or been canceled, that no money should have been withdrawn from my account. After XXXX mins on the phone, he assured me that he was sending an email to the back of house to dispute the decision. He told me that it would take 24 to 48 hours.

I then confirmed with XXXX that she had never received the funds. She confirmed and I even spoke to XXXX XXXX, and they had done some digging. They said they could see where the process had started but no transaction was ever completed. The XXXX with XXXX even asked if I wanted the to join the call with Wells Fargo. I thanked her and said that it would be handled in 24 to 48 hours. 

Today, XX/XX/XXXX, I called Wells Fargo as the funds still were not in my account. I called the number that XXXX gave me directly. I recounted my story for the 7th time and the lady who was on the phone said that she needed to transfer me to a different department. XXXX pics up the phone and I recount for an 8th time, my plight. She looks over the account and says, XXXX XXXX, the funds were never taken out. I was flabbergasted. I am starring right at my account and I can see where they were taken out. I then go back and forth with her, explaining my account line by line. She jumps from my account balance on XX/XX/XXXX to what my account balance is today, stating, XXXX XXXX, your account was {$7.00}, XXXX  on XX/XX/XXXX, and you are at {$3.00}, XXXX  today before pending transactions. I dont see where it came out. I again walked her through every line, this time not as pleasantly. And she sits in silence for a moment and then says, I see, let me get you to our claims department. They will be able to handle you. I get transferred to XXXX at claims. We go through everything thus far, which is when he tells me that he has to open a new claim. I asked about the Claim that XXXX opened and said that, XXXX never opened a claim for you. He sent an email to resolutions, but that didnt do anything. Now Im fuming! XXXX tells me that theres nothing more he can do for me, and I demand a supervisor. Eventually I am transferred to XXXX. XXXX tells me that there is nothing he can do more than open a new claim. Because its a 3rd party issue, they have to dispute it with them before they are able to make any sort of resolution. He then tells me that the original claim was filed on the wrong transaction, even though he then not 4 mins later says that they can only dispute transactions that have posted to the account. I ask him why the contradiction and how that mistake was made. He gives me no solid answer. I then ask about the claim that XXXX started for me on XX/XX/XXXX. He said that he saw no notes in my account from a XXXX, and that there was no claim or anything started on XX/XX/XXXX. He then stated that I would have to wait another 7 to 10 business days and that they would be in touch with me via mail. I broke it down to him, that how the extreme incompetence in Wells Fargo has now had my money tied up for 10 business days already, and how they are saying they are going to have it tied up for 10 more business days as well as an addition 3 to 5 days waiting on snail mail?! Its XXXX! We should be able to do things fast and have the dive in our job to do the due diligence to make sure that your customers are taken care of. He again reiterated that he understood and was sorry for the inconvenience caused by this situation but there was nothing more he could do. I then asked for someone higher up, and he refused to transfer me to anyone else. He then told me that I was tying up the line and he needed to disconnect me.

After all this, I have spent over 6hrs in phone calls, 2 of those hours being today alone. I only ask that they refund the money that they withdrew from my account when they werent supposed to. The lack of customer service, the lack of competence and the issues I have had with Wells Fargo in the past, including being wrapped up in the class-action lawsuit involving new accounts have left me with no other choice than to leave this bank once my business is settled with them. I will no longer reward them with my business.

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 monetary relief