Consumer complaint received 2024-09-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: UT

Complaint narrative:
I paid my mortgage XX/XX/30 XXXX. On Sunday XXXX I bought gas from a XXXX gas pump for {$25.00}. My car was skimmed there and I did not know until I got a email that my acct was overdrawn XXXX and that transaction had declined due to insufficient funds. I looked at my acct online and found {$4600.00} of ( XXXX  ) unauthorized transactions ( my daily spending limit is {$500.00} so none of it should have gone through. I called to cancel the CC immediately and was told they would send a new cc and it would take XXXX  days to research and reverse the charges. I told them that was not acceptable because my bills ( mrtg. ) to be posted for XXXX. It was a XXXX weekend and XXXX  was XXXX XXXX so the banks were closed. I was told there was nothing they could do. I had a huge XXXX XXXX  and so XXXX ( husband ) agreed to go to the XXXX  branch in XXXX XXXX Utah. They referred him to the claims dept over the phone. Hold times are over XXXX minutes, you have to keep explaining and being retransferred. I was on hold an additional XXXX minutes before I had to hangup and run an important errand. I stopped at the XXXX XXXX XXXX where they had me call again the employee spoke with claims and they said the mrtg would go through since the claim had been filed and the mortgage was authorized even though the funds were taken from all our checking and savings ( overdraft protection ). We were told the funds were pending but once they went through the fraud charges would decline or provisional credit would be available Said it would be resolved by the following morning and not to be concerned about the mortgage. The following morning the provisional funds were not added and I was - {$550.00} with more charges pending. I received a letter from XXXX at XXXX XXXX  that they returned the Mortgage.Called the Mortgage ( XXXX XXXX  ) company to let them know what happened and ask for their help to resubmit and make sure the mrtg was not late. They said the bank had not yet notified them so on their end the pmt was good XX/XX/30 and not late. Spent an hour and a half on the phone being told it takes XXXX days. Finally a Senior escalation XXXX added provisional funds after I insisted I had done everything I could and just need to pay my mortgage. Funds were there but now I have to go through a dispute process with Loan admin support to dispute the late payment -since I posted an extra payment on the assumption the bank did return the payment unknown to XXXX and the once they find out and rerun the payment it would show the pmt late. I have spent hours at branches on the phone, had a XXXX was told they would do something and then it wasn't the case. I was lied to was stolen from by the Fraud and have banked at Wells Fargo XXXX  years and the money and security and assurance was not there for me. I did get them to add the credit but Im worried about the investigation since they were so slow to provide provisional credit and was miscommunicated and have to prove now to my mortgage company to protect our credit from credit recording that we tried in good faith to pay our payment on time

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