Several weeks I authorized a payment on my home loan with Wells Fargo Financial. The payment amount was to be $694.00. In reviewing my bank statement today I noticed that the payment was drawn for $964.00 It appeared that the CSR had transposed the numbers.
I understand that mistakes happen , and called Wells Fargo Fiancial to discuss my refund. The first woman to whom I spoke was understanding and told me that I would need my bank to fax something to them showing the check had cleared which sounded reasonable at that point.
I called my bank who told me they are unable to fax account history etc due to their fax being unsecure. I am out of state living as a caregiver for my mother with Alzheimers and unable to leave the house . We do not have a printer and/or a fax in this home.
I called back WFF and explained the situation and asked if they could verbally confirm with my bank that my payment had cleared or if I could send an email showing the same. Both were refused. That is apparently "not their process." I asked for a supervisor and spoke to somone named "Suzanne Wells"
Suzanne Wells? at Wells-Fargo? maybe. She was of no use. Refused to listen to my situation and understand that it was THEIR error and they are making it impossible for me to rectify. Totally incapable of looking out of the box to find a workable solution. She just kept telling me I had to fax them proof that the check had cleared even though I told her fax was not an option and that THEIR MISTAKE may cause me to incurr bank charges as they had drawn an additional $274 out of my accoun t than what was authorized.
In my anger I complained about the false and misleading notices that have been sent to me from WFF regarding my ARM. That will be a discussion for another day and/or an attorney.
After getting no information from "Stephanie Wells, " I called back for an address and was told I had now landed in the Des Moines office. I spoke with someone named Jeremy who towed the party line but agreed to get my bank on the phone on 3 way call. Luckily my bank did agree to send them my payment history after I explained the situation, but had they stuck to their "process," I would still be arguing with WFF.
The problem now is WFF tells me they cannot put the money back into my account electronically they have to mail it to me at my address of record (again I am not there and even if they were to send to me out of state, I would need to mail back to my bank in Denver) Why are they not able to EFT or ACH back into my account the same way they took the payment for TOO MUCH MONEY.
THIS WAS THEIR ERROR. USUSALLY COMPANIES WHO MAKE ERRORS THAT ARE COSTLY TO THE CUSTOMER DO THEIR BEST TO CORRECT THEM.
I assume WFF got their employees as former employees in the collection agency world, as they sound as ignorant as most regular bill collectors can be. I worked in this industry for many years and when things like this were brought to my attention, I tried to make it easier for the debtor/consumer, not harder. HAVE A NICE DAY SUZANNE!!! I am confidant at the end of this you will understand the error of your ways.
I assume Jeremy in Des Moines will make sure this is resolved to my satisfaction.
EDitor's Suggestions on how to get your money back!
HERE IS WHAT RIP-OFF REPORT SUGGESTS YOU DO:
Go to your bank within 60 days of the charge, or as soon as you know about the charge, don't delay, and tell them that there has been fraudulent activity within your account. Explain that you wish to file a dispute, and demand that they assist you in accordance with Federal Regulation E.
According to the majority of victims interviewed by Rip-off Report, those who immediately called their banks to dispute the charges did not get very far. Many victims got the following responses from their banks: we could not do anything for you or you waited too long; it has been more than 60 days.
If the bank is says that you have waited too long, explain to them how you called their 800 number as soon as the charges were found, and were told by the bank that nothing could be done. Remind the bank that they failed to assist you properly at the 800 #, and instead, provided you with an inadequate explanation of your right to dispute. Tell the bank that it's their fault time has expired, and since they gave you the wrong info to begin with, they will just have to deal with it, take the loss and reverse the charges.
Tell them the truth; this was unauthorized and your account was NOT to be charged! Keep emphasizing how you never authorized anything! Direct them to the hundreds of victims reports that were filed on Rip-off Report.com. And if you're at the bank, walk them over to their computer and make them go to this site! If you are on the phone with them, tell them you will wait while they access this site! Either way, be persistent!
DO NOT TAKE NO FOR AN
Let them know nicely, that you were advised to Report them (the Bank) and this situation to the Banking Commission in your state. Since each state has a different name for the agency/controller over banks, find that name before you call or get to the bank so you can throw it in their face. The more knowledgeable you appear to be, the further you will get.
And just continue to demand the Federal Regulation E form! The bank CAN, MUST and WILL reverse the charge! But, you must be persistent; ask to speak to the supervisor or the area manager for all the branches in the state.
Let the bank personnel know you are meeting with the media later in the day, that you would much rather they do the right thing (as most other banks have) by looking at the complaints and immediately reversing the charge(s) to your account; no matter how long ago it was. Be sure to call the Media if necessary so you are telling the truth.
If you have to, be loud (but nice) in front of other customers. If you are just calling by phone, the above tactics should still work. The bank can easily fax or mail to you the Federal Regulation E dispute form.
CHARGES TO YOUR CREDIT CARD
If the charge was to your credit card (not debit card, check card, or checking account), contact the credit card company as soon as possible to request a dispute form. Consumers usually have a little longer to dispute fraudulent credit card charges (up to 6 months), but it is better to act right away. In this type of situation, credit card disputes are usually successful since fraudulent companies often won't contest the disputed charge. In rare cases, credit card companies will review disputes, but refuse to reverse the charges. If this occurs, complain to a manager and let them know you will be filing a report here.
Remember Don't let them get away with it! Make sure they make the Rip-off Report .. The more Reports filed on a Company or individual, the more likely it is that the authorities, media and attorneys will want to take action.
And good luck Let us know how you do!
ED Magedson Founder
Author of www.ripoffrevenge.com
PO Box 310, Tempe, Arizona 85280