Consumer complaint received 2024-10-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
Wells Fargo ( bank ) processed a duplicate bill pay payment for our auto loan with XXXX XXXX XXXX without our permission or knowledge. The authorized bill pay payment was processed as scheduled on XX/XX/XXXX. The unauthorized duplicate payment was processed on XX/XX/XXXX resulting in our account being overdrawn - {$260.00}. I called the bank immediately on XX/XX/XXXX at XXXX. I spoke to a representative, XXXX, who said they could not help me that I needed to speak to someone in the Escalations Dept. I spoke to XXXX in the Escalations Dept., he confirmed the duplicate payment was processed but could not explain how or why, he gave me a code XXXX, he too said there was nothing he could do. Said he could not reverse the payment because with bill pays, once it has gone out it can not be reversed. He advised me to call the payee to ask them to return the payment. I expressed to him that our account is overdrawn, how will the bank fix that issue as it was not our error that caused this. He guaranteed me there would be no NSF/overdraft fees assessed. My husband called XXXX XXXX XXXX and explained the situation and they told him they would be able to refund the money once both payments posted. On XX/XX/XXXX I received an email from Wells Fargo that our account is overdrawn and if not corrected could result in overdraft fees. I called back to the bank at XXXX on XX/XX/XXXX and spoke to XXXX who also confirmed the duplicate payment but said there is nothing they can do, I asked for a manager and got sent back to the Escalations Dept. I then spoke to XXXX who reiterated that there was nothing they could do and that they can not guarantee that NSF/overdraft fees would not be assessed. I further complained that this was not our error and we should not be penalized for their mistake, that our account is overdrawn and we do not have the additional funds to make the account whole. All we have had for over a week now is a few dollars left to last until we get paid again, and because of their error we can not afford anything we need. All XXXX said was to contact the payee to get the money refunded back to the account. We received the emails from XXXX that the payments posted, first one, the authorized one, on XX/XX/XXXX and the second one, the unauthorized one, posted XX/XX/XXXX. When we did not see the monies returned by Monday, which was a banking holiday XX/XX/XXXX, my husband called the next day, Tuesday XX/XX/XXXX. This time the person he spoke to at XXXX said their process to return funds can take upwards of 15 days. So we are still overdrawn and it is XX/XX/XXXX. I received an email from Wells Fargo on XX/XX/XXXX to complete a customer service survey, which I completed providing a very specific response. This bank 's practices are completely unethical and down right illegal. No bank should make the judgement call to process any payments without the knowledge and/or consent of the account holder.

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