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.
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