Consumer complaint received 2026-06-21 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: NV

Complaint narrative:
b'On XXXX XXXX XXXX, I went to pay my storage bill to XXXX XXXX for two storage units through their app. Their app did not immediately update with the payment, and because second payments are normally blocked, I paid again by accident, thinking the first payment of XXXX did not go through. I received a payment confirmation at XXXX XXXX XXXX XXXX but no mention or accounting of the second storage unit XXXX until almost an hour later at XXXX. (And I still have received only one set up payment confirmation emails for both storage units.) Realizing the app may have charged me twice, I checked my banking app with Wells Fargo and did see two charges for the month of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX due to a promotion ending. I called Wells Fargo and contested the XXXX charge but explicitly and repeatedly told the female CSR to keep the higher XXXX payment because at least my belongings would be safe and the account paid. That call was made at XXXX and is recorded, so each governmental agency getting this can have that call pulled and reviewed. I state no less than four times that the XXXX charge is valid and not to be contested. I also called XXXX XXXX and left a message at XXXX where I explained the problem and asked for a call back that never came from XXXX XXXX to alert them one charge would be reversed and to make sure they were aware of the issue with their app.\n\nThinking everything was fine and working my normal 45 hour work week plus weekends as an election poll worker for a staggering 63 hours (not including transportation), I let the matter go because I was working seven day work weeks for the duration of the election (20 days straight with 180 hours total without a day off and I am a legally disabled person having severe immune system complications due to two different cancers). \n\nThere was absolutely no communication from XXXX XXXX XXXX XXXX, the property manager called me on Saturday, XXXX XXXX in response to me calling and asking why the app would not let me pay. I explained the situation to her, she said her system showed me as paid in full and that she did not know what was going on. She also put me back on a promotional discount to apologize for all the problems and the fact that XXXX XXXX corporate office is well aware of all the issues with its lackluster app (especially with the XXXX XXXX) and does nothing about it. I voiced my displeasure at XXXX XXXX being cheap and trying to cut out human beings from their payroll to slush fund their CEO because this is exactly what happens as a result of going cheap and digital.XXXX and I played phone tag on Monday XXXX XXXX and I explained that I could not get to XXXX XXXX until Saturday (forgetting I was off Tues for a XXXX appointment because I was absolutely exhausted by that point). XXXX left a generic message for me to call or come in due to an issue with my account, which was NOT helpful. I called back at XXXX thinking it was because two debit payments had been blocked by the XXXX XXXX app and not even considering it could be about XXXX XXXX I was not able to even check my email until XXXX and found four emails: two stating liens had been put on my storage units and two stating a payment had been missed for each storage unit.\n\nNot once in the month of XXXX XXXX was this discussed or addressed by XXXX XXXX at all. Therefore, it was reasonable for me to assume that the XXXX XXXX payment went through the way it was supposed to.\n\nOn TuesdayXXXX XXXX XXXX I called XXXX XXXX and stated I would be coming in after my XXXX appointment. I loaded my payment to XXXX XXXX on a reloadable XXXX, thinking that Wells Fargo and XXXX XXXX were the issues that prevented the XXXX payment on the app, not realizing my ability to pay with plastic cards had been turned off by XXXX XXXX. Nor did I know I needed a money order. I went in and got an account history from XXXX and realized Wells Fargo, who did not have authorization to reverse both XXXX XXXX charges, did just that and sent everything into absolute chaos. I sat across from XXXX XXXX and called Wells Fargo at XXXX refusing to speak with the outsourced call center. The first man I spoke to in the US was excessively obtuse and took a great deal of time during the XXXX minute call to describe XXXX process, which was irrelevant. I asked him point blank if both charges were contested after explaining the situation to him, he refused to give me a straight answer. I finally told him to transfer me since he clearly refused to help me. And he did transfer me to a "supervisor", who was likely in the same outsourced call center, given her accent. The call is also recorded and I can be heard finally losing all patience because the "supervisor" told me she could not pull the original XXXX XXXX call, could not locate the CSR who filed the claim, and told me that the claim was filed under "did not receive services", which is utter nonsense since my belongings are ON XXXX XXXX property. The "supervisor" was rude, interrupted consistently, and would not let me answer questions SHE asked. Since she informed me Wells Fargo would not speak with a merchant, I took my phone into XXXX XXXX and put the call on speaker phone so XXXX could hear it. I again repeatedly asked if Wells Fargo contested both charges, the "supervisor" refused to answer. XXXX also asked the same question, and again, the Wells Fargo "supervisor" refused to answer and went on about XXXX policies.\n\nThis alone constitutes and validates the fraud claims against Wells Fargo. The "supervisor" was asked if she was aware she had a cavalier attitude while destroying people\'s lives, by both XXXX and I. The "supervisor" did not care and that can be heard very clearly. She refused to escalate this to their corporate office and evidently lied about escalating it to her supervisor since no further contact was made to me by the Claims Department.\n\nI had to chase my tail to get a USPS money order and literally run in circles because my health situation prohibits me from driving, but I brought in a money order for XXXX XXXX XXXX XXXX I contest the lien fees and late fees. I received an emailed receipt of that pay on XXXX XXXX, two days later... Also, on the morning of XXXX, I filed a complaint with Wells Fargo\'s corporate office and detailed the issue, asking them to pull both callsXXXX XXXX XXXX XXXX XXXX XXXX. Ashley, the District Manager of XXXX XXXX called me and left a message, I called her on my break and emailed her some of the screen shots later that night after having to go home from work early because the stress of this situation has made my immune system hyperactive and seriously problematic. I received an emailed receipt for payment of the XXXX money order on the XXXX, a message from Wells Fargo stating the issue had been delegated to the Consumer Small & Business Banking Escalated Complaints Officend and two additional messages from XXXX XXXX stating my payment could not be processed without stating WHICH payment could not be processed, and I have been disenrolled from Auto Pay (which I was never enrolled in due to the numerous issues between Wells Fargo and XXXX XXXX of which this is merely the latest) on unit XXXX XXXX but not including XXXX XXXX..again. On XXXX XXXX, Wells Fargo sent a second email, updating me that the case had been moved to their Enterprise Complaints Management Office.\n\nAdditional evidence against XXXX XXXX can be found in my multiple direct deposits from my employerXXXX XXXX XXXX during the time of the contested fees, which would more than have allowed me to resolve this issue--IF they had contacted me in a timely and professional manner about it, and the fact I sent a friend XXXX XXXX XXXX XXXX by expedited USPS money order on XXXX XXXX to help cover damages from a tornado her town got hit with. \n\nAt no time did this situation need to exist and at no time should it have escalated to the degree it has.\n\n\n\nI did NOT cause this situation.And neither company communicated effectively, or in a timely fashion, and both companies are rife with errors that could adversely impact customers--as both have done with mine. Yet, both companies glut with fees I am expected to pay in order to correct THEIR mistakes as XXXX XXXX companies who should be held to a higher level of responsibility and professionalism than they currently are.\n\nResolution Expected: The XXXX XXXX app is to be pulled from the XXXX XXXX XXXX XXXX XXXXtores and overhauled to protect customers. XXXX XXXX will offer ad-free timely concise information that is updated accurately in a clearly stated and easy to use GUI so that even elderly customers or people with impairments can use it without issues. XXXX XXXX will no longer be allowed to put accounts into lien until 30 days from emailed notification have passed due to lackluster and nonexistent communication methods and clarity so that customers can actually have time to RESOLVE the issue.\n\nWells Fargo is to immediately and permanently cease hiring outsourced call center employees in third world countries where English and western customs (such as not interrupting someone who\'s speaking) are not standard practice. Wells Fargo is to THOROUGHLY train their CSRs in every position to do their actual job. Wells Fargo will implement better transparency and accountability and make its corporate office\'s phone number readily apparent to customers and easily connected to by CSRs.\n\nBoth companies are expected to figure out how to reimburse me for ALL damages incurred by THEIR mistakes.Both companies are expected to mail me a personal letter of apology with an outline of how they as companies will ensure this does not happen to anyone else. These terms are not negotiable and I will absolutely sue both companies if I have to.\n\n\nXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Nevada Attorney General - Consumer Protection division filed XXXX XXXX XXXXn\nWells Fargo Case XXXX XXXX XXXX XXXX XXXX against WF XXXX XXXX Nevada Attorney General - Consumer Protection division filed XXXX XXXX Federal Trade Commission filed XXXX XXXX XXXX XXXX XXXX XXXX

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