Consumer complaint received 2025-07-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I called an online supervisor ( name not remembered ) after becoming aware that the in-branch manager who waived {$10.00} account fees years ago ( exact date unknown ) and promised it would stay as such despite the stipulations, without my knowledge. This was after I no longer had a college account the in branch manager said it was waived. I was made aware eventually after my account went below {$500.00}. I sought to get back all the accrued fees, which amounted to {$110.00} at the time ( which became {$120.00} because o got another {$10.00} while waiting for the investigation [ see below ] ). The online supervisor offered {$20.00} courtesy credit and told me the rest of the fees would be investigated by the executive office. He did not say I would not get anything in a 12 month period. I was set up. 

However, on XX/XX/XXXX XXXX XXXX  the first investigation concludes ( case ID XXXX ), XXXX case manager XXXX from the executive office phone number XXXX, declined the rest, stating that by accepting {$20.00} credit, I couldnt get any of the rest reimbursed ( due to a XXXX period rule ). I was set up and angry. They claimed there was a recording of me accepting that I would not get anything in the future if I accepted the {$20.00}. Thats a lie. The online supervisor over the phone offered for the rest to be investigated and would be given back. I wouldnt have taken {$20.00} if it barred me from getting the rest of what Im owed. Even if it was true and they mentioned it, the fact I was offered the rest to be reviewed and I could get it back, which was manipulative and designed get me to accept the courtesy credit and not give me the rest of the amount. 

I found out during the course of speaking with someone else from front office ( name unknown ), my original complaint to the executive office wasnt documented correctly the first time ( due not mentioning I was offered the rest to be investigated and accepting wouldnt prevent that ), probably intentionally to not give the money back. 

The second investigation was lead by XXXX phone number XXXX ( case ID XXXX ), XX/XX/XXXX XXXX XXXX, after it was accurately documented, but because it was taking so long, I was about to get another {$10.00} fee and requested the fee be suspended while the investigation was on going and they agreed. The case was taken over by XXXX during this time since he originally controlled the first case. After the investigation concluded XX/XX/XXXX XXXX XXXX, I was still charged another {$10.00} while waiting ( which made this even more infuriating ), bringing the total up to {$120.00} now. Stating I didnt have {$500.00} in the account, which I explained I wanted to wait for the investigation and move my money out. 

I called XXXX ( XXXX ) to explain and that I was told the {$10.00} would be suspended while the investigation was ongoing ( plus of the money ) and asked for manager. He rudely refused. I finally get a hold of his manager ( XXXX or XXXX forgot the name exactly ) a different way, and after long fight, I was able to claw back another {$30.00} for a total of {$50.00}. The manager told me if I accept the {$30.00}, that I accepted that I would get no other money in a XXXX period. I felt being hoodwinked to accept the amount because they refused to give the rest and I did accept it, however during the recording, I verbally stated for the record, I did not accept them using this as a way to not give me the rest of my money. I only got {$50.00} in total. Im still owed {$70.00}, for {$120.00}. 

I was given a new case ( ID XXXX ) and case manager automatically XX/XX/XXXX XXXX XXXX ( apparently because there were so many complaints they wanted another person to review ), XXXX whos direct phone number ( XXXX ) XXXX. I explained everything from set up and lead their other money would be investigation and refunded, not being disclosed, and given partial amounts under conditions I wouldnt receive the rest, additional {$10.00} and the rest of it. I also disclosed I would be closing my checking account ( which has come to pass ), and that Im filing complaints with the Federal and State regulators, other agencies, and bureaus ( including negative reviews ).

I called the Consumer Financial Protection ( XXXX ) XXXX XX/XX/XXXX XXXX XXXX  Bureau, and was explained that free checking accounts can not have minimum balance fees ( besides the fact of the false promise of investigating and reversing previous fees with courtesy credit that was misleading with their 12 month investigating rule ). 

XX/XX/XXXX XXXX XXXX  I called the case manager XXXX to correct, for the record, its {$70.00} Im owed, not {$80.00}. The fees totaled {$120.00}, not {$130.00}. I was going off of memory before. He insisted that the college account was transferred and I was notified. Which I told him is not true and I had my fees waived by the in branch office manager ( and said something factually not true. I was not XXXX in XXXX when the transition occurred ). Then lied about the first supervisor did tell me I would get no other fee after accepting the {$20.00} fee and didnt insinuate I would have the rest fees looked at. I corrected him on each point and told him it was not true, and while he was beginning to tell me it has nothing to do with the reason for their refusal ( probably to reiterate the lie I was told my account would transition after ignoring numerous times what I said the in branch manager said years ago ), I cut him off and told him I would not be arguing about this and its not the facts and true and hung up the phone. 

I have exhausted all avenues with the business directly to attempt to receive the rest of the fees Im owed ( I also got a {$35.00} overdraft fee which I assume is legal, so not pursuing that fee charge ). Beyond negative reviews, Im making formal complaints with the State, other agencies, closed my account, and moving to a bank that values my business, doesnt lie twist and insinuate to ensnare me so not have to give me my money back. Ive refuse to do business with the Wells Fargos Checking business, after the treatment I received after being a long term customer.

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