A Letter to the Local Consumer Help Service

We have an auto loan through Wells Fargo bank (formerly Norwest bank). In mid-June, we set up our regular electronic payment for $700 but instead of taking out the one $700 payment, Wells Fargo took out two. Of course, this caused a huge problem for us. We called the bank several times and were promised every time that we were getting the money back. Every time, we never got the money. First, we were to get an electronic credit, but when we called back after not receiving it for several days, we were told we would get a check. At least three times the check "had been sent" but we never received it. Finally, the check was sent out July 2nd, nearly three weeks after the money was taken from our checking account.

During that three weeks, we were lucky enough to have family that could loan us some money, but we also had to sell items on eBay to get by. At one point, I could only buy a loaf of bread and a gallon of milk at the store, because we had $5.13 in our checking account. Other bills we had were paid late because we just didn't have the money to pay them.

Once we received our check for $700, we thought all was right again and resolved to only pay Wells Fargo with standard paper checks. This incident was not the first time they had taken out two payments instead of one. This happened another time a few months ago, but we were lucky enough at the time to have the money to cover it. Unfortunately, receiving our money back this time was not the end of the ordeal.

Soon after we got the check, we started receiving collection calls and notices from Wells Fargo, saying we owed them two payments. When we spoke to the representative over the phone, we were told that Wells Fargo showed them crediting us both payments back. We had only received one payment back, but they marked both payments as being returned. Of course, when we supposedly had their money, they call us almost every day and threaten legal action, but when they are holding our $700 for three weeks, they drag their feet and tell us the check is in the mail.

After countless hours spent on the phone with Wells Fargo and heavy involvement by our local bank, PNC, we faxed a copy of the original two withdrawals on July 25th. We also made our regular payment on the July 15th by check, which was cashed by Wells Fargo. The branch manager at PNC could not even believe the incompetence of Wells Fargo in this matter. We were so grateful he got involved, but it hasn't been enough to end this mess.

On July 30th, we received a letter stating Wells Fargo has tried to contact us several times about the missing two payments, and "despite [their] repeated attempts to resolve this matter" our account was still deliquent and we would be receiving a negative credit report. Of course, I was furious at this news. My husband had spent a very long time in phone calls, in meetings with our local bank's branch manager, and getting the information Wells Fargo desired, all during his work hours, only to have them ignore everything we've done. I called right after receiving the letter and spoke to a very nice woman who said all of the details were annotated on our account and all late charges would be taken care of, and no negative credit report would be given. Again, I thought the matter was finally finished, but of course, I was wrong.

This morning, I received yet another call from collections at Wells Fargo, saying we owed them $1358.52. Yet again, I explained the entire scenario. I was told that Wells Fargo's Resources department obviously haven't handled the matter and that there was "nothing [he] could do" but send it back to Resources.

Honestly, I don't feel like this is ever going to be resolved. I feel we are being taken advantage of because we're just one couple against a big institution. I'm considering getting legal representation, but I don't even know if there's anything that can be done. I really just want Wells Fargo to stop hassling us when we've done everything in our power to get this resolved while they sit on the paperwork and try to squeeze money out of us. We are trying to buy a home, and this is not going to help us do that. I think we were more than patient in having to wait almost three weeks for our $700 to be returned, yet we are rewarded with harassing phone calls and threatening letters. This has become absurd and extremely unprofessional.

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