Consumer complaint received 2025-08-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: WELLS FARGO & COMPANY
State: PA

Complaint narrative:
Complaint Summary I have been a Wells Fargo customer for over XXXX  years. In late XX/XX/year>, my personal checking account was improperly overdrafted by {$75.00} in fees, despite my ending daily balances being well above XXXX at the time those fees posted. Wells Fargo has since confirmed the overdraft was not my fault, yet they have delayed providing a refund, have given no written confirmation or posting date, and have caused significant financial hardship for my family. 

This is not an isolated incident. My wifes separate checking account ( not joint ) has also experienced multiple overdraft errors in the past. These repeated issues indicate a systemic problem with Wells Fargos posting or overdraft processes.

In addition to the above, I believe I have been subjected to discriminatory treatment based on my race. The tone, dismissiveness, and refusal to properly escalate my case from multiple representatives lead me to believe that race was a factor in how my case was handled. I request that this aspect be reviewed under applicable fair banking and anti-discrimination laws.

Timeline of Events ( dates approximate and based on best recollection ) XXXX XX/XX/year> XXXX. Discovered multiple overdraft fees despite having positive balances. 
2. On XX/XX/year>, a {$35.00} overdraft fee was charged for a {$31.00} XXXX XXXX XXXX even though my ending daily balance was {$14.00}. 
XXXX. On XX/XX/year>, XXXX overdraft fees of {$35.00} each were charged for {$23.00} and {$35.00} transactions, even though my ending daily balance was {$130.00}.

4. Contacted Wells Fargo immediately. Every representative I spoke to before reaching XXXX told me my account had been negative some claimed it was overdrawn by {$14.00}, others claimed {$41.00}. None of these figures matched my actual account history.

5. I informed them I had proof showing my balance was sufficient, but was told there was no way to submit it for review. 

XXXX XX/XX/year> 6. Case assigned to XXXX XXXX, who repeated the incorrect claim that no department could review my account in detail. 
7. Requested to speak to a supervisor and waited about an hour before being connected to XXXX, who I was told was a supervisor. I later learned she is a lead, not a supervisor.

8. Explained that I knew there was a department that could view my account line-by-line. She repeatedly denied this.

9. After going back and forth, XXXX finally told me I could send proof to XXXX. 
10. I asked her to remain on the line until she confirmed receipt of my email ; she tried to end the call, saying messages do not arrive immediately.

11. I then requested to speak to the actual manager, XXXX. XXXX refused to connect me and ultimately placed me on hold for about XXXX minutes before disconnecting the call without resolution. 

Early to XXXXXXXX XXXX XXXX  12. Made multiple escalated calls to different representatives in attempts to resolve the issue. 
13. During the week of XX/XX/XXXX, I spoke with XXXX XXXX, who raised his voice at me for refusing to provide my phone number after I had already verified my last four SSN digits, birthdate, and business name. 
14. XXXX confirmed my identification had already been sufficiently verified and that XXXX and XXXX were wrong to insist otherwise. 
15. XXXX, who is XXXX supervisor, reassured me that he would send all of this information directly to XXXX for review. 

Week of XX/XX/year> XXXX. XXXX confirmed the overdraft was not my fault and that Wells Fargo would refund the {$75.00} fee.

17. No posting date or written confirmation was provided.

18. I also formally requested all internal account notes and recordings of calls related to this matter. These requests are still pending. 



Impact and Damages Unable to access paycheck due to account disruption. 
Forced to change direct deposit setup. 
Went without food in my home due to lack of funds; had to feed my XXXX XXXX inexpensive fried food instead of her usual fresh fruit in the days leading up to her birthday on XX/XX/XXXX. 
Now owe XXXX {$210.00} and multiple payments to XXXX that I can not pay because of the direct deposit change. If Wells Fargo had corrected this promptly, or if my paycheck had posted normally, these payments would have been made automatically. 
I am the sole source of income for a family of XXXX ( wife  and XXXX children, XXXX adults in household ), as my wife was recently forced to resign from her job. 
My only current income is {$260.00} per week from unemployment, which is about to run out. 
Recently applied for a home loan with my wife and was denied by only XXXX points on our qualifying score this overdraft incident and its financial fallout may have contributed to that denial. 
I believe I was treated differently and less fairly than other customers because of my race. Multiple representatives dismissed my concerns, gave me incorrect information, refused escalation, and acted unprofessionally. This consistent pattern across different employees suggests discriminatory treatment. 
Significant time lost on repeated calls over more than 10 days. 
Emotional distress from being blamed for the banks error, receiving conflicting and false negative-balance claims, misrepresentation of employee roles, and unprofessional conduct by multiple staff members.

Requested Resolution 1. Immediate refund of {$75.00} with written confirmation and posting date.

2. Written acknowledgment that the overdraft was due to Wells Fargo error.

3. Compensation for the financial hardship and delays caused.

4. Review of all household accounts ( including my wifes separate checking account ) for past improper overdraft fees, with rei
mbursement where applicable.

5. Assurance that overdraft protection is XXXX on all relevant accounts to prevent future incidents.

6. Investigation into my claim of race-based discrimination and appropriate corrective action under fair banking laws.

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