I called Wells fargo to request a waiver of an overdraft fee for funds that were moved from my savings account to my checking account at a time when things were very chaotic, we had a child undergoing serious surgery and frankly got distracted. This is one of five banks we use, plus I work in the banking industry so I know fair practices.
Well, I was told that they could not refund the fee, as I had "previously had refunds in the past, therefore I did not qualify for a refund". OK, I was extremely tired from being up with a ill child, and was probably pretty cranky. I didn't remember anything of the sort and asked to speak w/ associates supervisor at which she kept saying "the supervisor is going to tell you the same thing", and I kept asking for the supervisor. She finally snidely said "Fine", put me on hold, and after waiting about four minutes I was unceremoniously hung up on. So I called back, spoke with another associate and immediately asked for supervisor, and this supervisor said the same thing... without having had enough time to really do any investigation when I told him I didn't recall any prior NSF fees. He said I had, so I left it at that, but with plans to move my account.
Well, after a couple of hours sleep... and my laying there thinking about these alleged NSF fees, I got online and looked back through my entire history with them and guess what? None. Nada. Zilch. Just the one I was originally calling about.
So I get on the phone for the THIRD time. This associate was smart-eleck, and snide. Well, since I do work for a bank and do know appropriate customer service, my blood pressure was starting to go up. I told her where I worked, and that I am well aware of "how things work" in banking. I told her I wanted the EXACT date this other incident/incidents supposedly happened. After much fumbling on her part, she said "do you see on your online statement, which is a consolidated statement of all your accounts with us, of the $35 charge on _XX/XX/XX_ date? I looked and looked and the ONLY charge for $35 that day? My husband had CHARGED $35 in GASOLINE, clearly showing as such on the statement. I told her what the charge was for, not some NSF fee, She, still being flustered, said after a couple of minutes to hold on. So I hold on, waiting for her return. When she did, after four or so minutes, she said "So, do you see the date that we talked about on your online statement?" and I replies yes. At which she replied, "Yeah, there ISN"T an NSF charge because they (the bank) charged it then refunded it so it cancelled itself out". I have to say, I blew my top. Pretty much the ONLY coherent thing I could get out of my mouth was "that is the most idiotic thing I have EVER heard in my life and not only is it IDIOTIC, it is ILLEGAL." You cannot charge items and refund them without full disclosure on your banking records and statements. If that were the case, all banks would say to customers "well we charged it to you in the past then refunded it to you so you have used your quota for the year" and NEVER ever refunding ANYTHING. Plus it is in violation of banking regulations. I have to admit, I called her an idiot and asked for her supervisor, and she very snidely immediately said fine, putting me on hold and NEVER coming back to the phone.
So on to call FOUR. I got the newest agent on the phone, told him why I was calling, about the prior calls but most importantly about the most recent one and the agent's response that the bank was just doing these charges and refunds in the air without documentation and I wanted a supervisor NOW or my next call would be to bank regulators. I got a supervisor immediately (who promptly, I think, Tried to intimidate me by saying "this call will be recorded for quality purposes" even though not one other person had said that in all my calls that day.( Whatever -- I WANTED someone to record the call, to review it, and to do something about the idiot associates who have NO CLUE what they are doing and have NO BUSINESS being on a phone. If I had been an uninformed customer, one without banking employment history, the bank would have gotten away with their little convenient "accident") . Well I told her what happened, and threw in there "and you and I BOTH know that a bank cannot just charge and refund fees and let them cancel out and not document anything, that I was quite sure that it what the prior associate was trying to tell me was a violation of at least two banking regulations". Boy, before I could even finish my complaint, she had refunded these fees that THREE prior calls had people saying it was TOTALLY, COMPLETELY IMPOSSIBLE to refund the fee. Well IMAGINE THAT. So when they say something cannot be done ---- SO not true. I have typed up a letter to forward to their company, I wonder if I ever hear from them. I stated to BOTH associates that I spoke with that I wanted DIRECT contact from the bank regarding this issue. This was a week ago. I haven't heard a word. So if they were in hope that I would forget about the incident and it would just fade away, they are very wrong. That is just another complaint that I will be adding.