Consumer complaint received 2024-09-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with cash advances
Company: WELLS FARGO & COMPANY
State: PA

Complaint narrative:
On XX/XX/XXXX my Wells Fargo credit card transferred, via a cash advance, {$1500.00} to my checking account which is also with Wells Fargo. I contacted the bank on XX/XX/XXXX to ask what had happened. I was told there was a glitch and that it would fix itself. I called again on XX/XX/XXXX to ask why nothing had happened yet. I was told to please give it time and it would fix itself. I contacted them months later to ask why hasn't this been fixed? I was told a claim needed to be opened now. I received a letter in XXXX with the findings of my claim, please see attached ( Wells Fargo Decision Letter # XXXX ). The letter explained that I had received a credit of {$230.00} on XX/XX/XXXXXXXX  and that the matter was now closed. The letter also said if I wanted at anytime I could pay down the balance of my credit card myself. I then called Wells Fargo and spoke to XXXX, who after having me explain what my problem was and her seeming to understand, opened a new claim. After a few weeks I got a call from a person named XXXX. XXXX explained to me that the first letter XXXX sent out had resolved the issue and that the matter was closed. I tried to explain to him that she opened a new claim. But all he kept saying was things about her first letter. As I saw this was going nowhere with him, I then asked to speak to someone above him. He told me it would take a few days for them to get back to me. I said fine and the conversation ended. A few days later I had a conversation with a woman ( I don't recall her name ) who confirmed she was XXXX  and XXXX 's supervisor/manager. She then proceeded to almost word for word to tell me what XXXX had said a few days earlier. I explained the details of my claim to her and she said she would have XXXX look into the matter again and that I'd be contacted with the outcome. Another letter came a few day later, please see attached ( Wells Fargo XXXX XXXX XXXX XXXX ). The second letter said the exact same thing the first letter did except they added in that the overdraft protection feature was turned off the day after all this had started and that on XX/XX/XXXX there was not enough funds in my account to reverse the cash advance transaction. 

I am including redacted copies of my Wells Fargo bank statement from XX/XX/XXXXXXXX  ( XXXX  XXXX XXXX XXXX XXXX XXXX  ) and my bank statement from XX/XX/XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX  ). On both dates my account balance was more than sufficient to reverse the cash advance. In the Wells Fargo Decision Letter # 2 Wells Fargo says that " they were able to confirm that no funds were available to automatically reserve the advance amount transferred from the linked Credit account to the Checking ''. As my bank statement shows this is not correct or accurate. 

In both letters it is clearly the position of Wells Fargo that I need to be the one to fix the issue by " reducing the balance of the overdraft advance by making a payment ... ''. 

In conclusion, it is my opinion that Wells Fargo does not want to fix the problem because nowhere have they ever addressed the interest or fees they have made off me for a glitch their company is responsible for.

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