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I am on Social Security so every dime is critical to me.
The same day as my SS payment was credited there was an ACH for $612.00 taken from my account. I have no idea who the company is that took the funds.
I call immediately and was told it had to be handled by claims and the lady started the process. She gave me the number for the claims group and I called at once, but was told that they would not get the claim for 24 hours even though it is in the system and filed electronically?
I called the next day and was told it could take up to 10 days to process but they could or would not give me a provisional credit as somehow ACH is different the writing a check (even though they themselves call ACH an electronic check)?
So basically someone took money from me illegally and I have to fight to get it back and "they get to keep it while this is investigated"? I am the client not them, why is that the case?
Plus it is unclear as to what they can say or do to justify taking my money. I am 100% positive I have no business relationship with them.
I have spoken to 6 different people and received 6 different sets of information. And then to top it all off, when I called last week to request the claim be expedited I was told that a submission for expediting was submitted. When I called today I was told there was not record of that happening
So basically Wells Fargo has no interest in protecting me from being robbed or to see that I am not left without a dime while they do whatever magic they claim to be doing.
Oh, they made sure to charge me a $35.00 overdraft fee as they paid the ACH when there was not enough in the account. They paid at their discretion as I do not have overdraft protection. So if they had simply not honored the damn ACH I would have been fine. One of the reps actually had the nerve to say "well if they did that you would have been charged a $35.00 fee"? I reminded her that not only was I charged a $35.00 fee but I am out over $600.00. Funny how they have not honored items in the past, but this time they chose to and I get screwed.
It is a horrible situation as while the people themselves seem nice their system seems to work against their own clients.
Plus does anyone know what an ACH would be different then a written check? I was told if it was a check that I could get a provisional credit but as an ACH I cannot?
Amazing and scary.
Of course I am responsible for not giving it out. I don't know where they got it at the moment.
The issue though is they cannot justify or prove there was any authorization or relationship.
Wells should not allow them to have the funds while they investigate.
If they err on the side of someone while investigating then they should err on my side.
Additionally, they should not have paid the ACH as there was not enough to cover it, they have refused in the past so why did they feel they were doing me a favor to pay it this time.
I am not saying that at all. I am saying that when a transaction is disputed they should work on behalf of the client.
And saying "you obviously provided my account to someone" is not valid.
If someone acquired my account information, by your reasoning they are entitled to take funds?
Do you work for Wells Fargo?
you were defrauded somewhere - did you try to collect on an internet lottery winning ?
you are responsible to not give out your account numbers
Automated Clearing House, which is a secure, private network that connects banks to one another
you obviously supplied your account to someone - they took the $$
your bank is only honoring the transaction
by your logic (lack thereof) the bank should contact every transaction B4 paying - even like your monthly gas, electric, rent, etc.
stop wasting everyones time
Here's how it works- The company of course has to investigate the claim.. Not to say your claim was false, but do you know how many claims the banks get? They used to issue temp credit right away until scammers took the money, we found out the claim was false, and then wells was out all of that money. Secondly, fees are accessed systematically. No one can stop it from happening. If you win your claim, the fee is reversed. We get thousands of claims per day. We need to give the merchant appropriate time to respond to be fair. I know it sucks, but it's that simple.
I gather you work for Wells Fargo?
Actually this ended up being resolved and rather quickly. I really do understand what you are saying, but after the fact when we looked at the whole thing, it was ultimately that everyone at Wells had a different story or idea of how things worked.
Doing things by the book as I was told to and then having the book change and the program change was frustrating and infuriating.
After 6 days someone finally saw a reference to this company where they were included in a stop payment order.
My funds were back the next day.
But being broke and not getting the feeling anyone gave a crap, made for a terrible time.
Wells Fargo has a convoluted system for resolving FRAUD. In less than one month two fraudulent ACH charges appeared in my checking account for substantial amounts - first one three fraud charges via ACH (ergo someone got my Bank Routing & Checking Account #'s and charged over $13, 500 and after multiple days and countless hours talking to people who had no communication with the RIGHT department in ACH Fraud, got that complaint resolved, after threatening to file a Class Action lawsuit against the bank. Then after assuming the "ACH Fraud Filter" had been applied to my Checking Account another two charges of over $10, 250 hit my account and a 90 minute bounce around to 6 different people who clearly had NO idea what they were doing; multiple transfers to other "specialists" who had no idea how to resolve, yet represented they did, and once again another disaster and anger & threats yielded a partial resolution I am hoping will follow.
I can not imagine this major bank has such poor training, incompetent people who have such a poor, careless attitude and I am at wits end.
I am currently experiencing this same treatment from Wells Fargo. They are incompetent to say the least. The claims department is only capable of giving "scripted" responses and provide no substantive answers. They tell the customer what the customer wants to hear even if it is a complete and total lie! I was told a different story for every time I called to check on the status of my expedited claim. First, on Monday when I saw the pending ACH transaction on my account, I put a stop payment order on the pending ACH transaction, was charged $31.00 for the stop payment, which was not successful. The charge had now posted to my account the next morning. I immediately filed an expedited claim the next morning, Tuesday. There is no investigation to be done in my situation. My mortgage company took a double mortgage payment out of my checking account. My mortgage company was willing to reverse the payment, but I chose to go through my own bank's claim process thinking it would get resolved more quickly than a refund from the merchant. I was absolutely mistaken. I would have had the refund back in my account by now since it only took 1-2 business days per the mortgage company. Instead, Wells Fargo has been investigating a claim, where there is no dispute, for 3 days now. The merchant has agreed to return the money and still Wells Fargo has not put this money back in my account. Here I sit, no access to cash, 3 days before Christmas, no gas in my car, and Wells Fargo is twiddling their thumbs. Wells Fargo has caused an illegal transaction to occur on my account in my opinion. The mortgage company was not authorized to take the money from my account; the second payment was processed in error. Wells Fargo ignored the stop payment order and allowed the transaction to complete. They essentially illegally took MY money, knowing this transaction was not authorized. I do not know who Wells Fargo thinks it is, but this is MY money. Not the banks and I am due this money immediately. Despite this claim, given Wells Fargo's complete disregard for customer service, I will be asking the mortgage company to go ahead and process the refund since Wells Fargo has the most incompetent employees who can only read from a script and have no individual judgment abilities to use their own minds. There is a reason Wells Fargo receives 1000's of claims per day... they are incompetent and will no longer be holding my money!