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Technical glitch charges Wells Fargo customers twice

Posted December 6, 2011

A technical issue caused Wells Fargo to double-bill some customers who made car payments to the bank on Monday, a company representative said Tuesday.
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— A technical issue caused Wells Fargo to double-bill some customers who made car payments to the bank on Monday, a company representative said Tuesday.

A spokeswoman declined to say how many people were affected, but said the company would reimburse customers for any overdraft fees they incurred as a result of the glitch. In the meantime, they're working on a fix and hope to have funds returned to customer accounts by close of business Wednesday.

Giovanni Masucci, of Raleigh, has a car loan through Wells Fargo. On Monday, he noticed the problem when he checked his bank account online.

"Every morning, I check my bank account online," he said. "I got double charged."

Giovanni Masucci Raleigh man double charged for car payment

When he called the company to get it straightened out, he said a bank employee suggested that he was not alone.

"(The employee said,) 'We are having a lot of calls right now. It is overwhelming,'" Masucci said. "Luckily, I had funds in my account."

He said he wants to bank to keep the extra payment and apply it to next month's bill.

38 Comments

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  • angelienna Dec 8, 2011

    It is common practice for *most* banks to cover all NSF charges that might accrue when something like this occurs. Banks right now need all the customer base they can get since the way they collect fees has been cut by the federal gov't. Keeping their customer base happy is more important than ever before. My bank had a "glitch" not too long ago and they not only covered any and all NSF fees charged due to their glitch, but also gave customers a $25 dollar gift card for any inconvenience they might have had. Technology will bring about these glitches, its the customer service and how the bank chooses to handle it that makes the difference!

  • pirate09 Dec 8, 2011

    I suspect however, that either the friend story is made up or the friend had some culpability in the accruing of said fees.

    wow funny how you all of the sudden know me and my situation....the story is indeed true, she fought with the bank over it and it was not worth her time or effort to go to small claims court for $35 bucks. yes it was the banks fault entirely and no she didnt "mess up" and was then too embarassed to admit it.

  • pirate09 Dec 8, 2011

    Sure you did --- you responded to someone else who complained about their mortgage by talking about mortgage payments due on 1st, grace period til the 16th, collection calls, them being lucky that they had the grace period. I was just saying that defending WF on mortgages is a tough sell.
    samr
    December 7, 2011 5:26 p.m.

    yea thats not mortgage lending thats mortgage servicing....and considering that I work with the mortgages I can tell you that I will defend them all day long

  • noel Dec 7, 2011

    ouch!

  • Yeah I know Dec 7, 2011

    Love technical glitches which usually mean programmer glitches. My home loan was sold to BOA and when I tried to pay it off found out that I could not pay electronically (which I usually do), but had to go to "Wachovia Bank @ that time" and purchase a certified check or go to Western Union and wire them the payoff amount Extra time, extra money and it could have been easily handled with an electronic payment or check.

  • samr Dec 7, 2011

    when did i mention mortgage lending? oh wait...I didnt
    pirate09
    December 7, 2011 2:16 p.m

    Sure you did --- you responded to someone else who complained about their mortgage by talking about mortgage payments due on 1st, grace period til the 16th, collection calls, them being lucky that they had the grace period. I was just saying that defending WF on mortgages is a tough sell.

  • BigUNCFan Dec 7, 2011

    pirate09.

    If it was indeed a mistake on the bank's part that caused your friend a bunch of fees that she was not refunded, I would suggest to her or him that she or he craft a letter to said bank saying that if the fees are not refunded, she or he will be going to small claims court to get said fees back and she or he will also be contacting the attny general of NC to file a complaint. That usually gets results.

    I suspect however, that either the friend story is made up or the friend had some culpability in the accruing of said fees.

  • BigUNCFan Dec 7, 2011

    prirate09

    "yea it is, I had a friend who had that happen to her and guess what, they did NOT refund her those fee's"

    Hmmm. It always is a friend that had something happen but was not documented. I have been around for 50 years and never had anything like that happen to me at a bank when it was the bank's fault. Me thinks your friend was too embarrased to admit she messed up instead of the bank.

  • LuvLivingInCary Dec 7, 2011

    i left them over poor customer service and long teller wait times six months ago. just awful compared to other banks.

  • Uhavenoclu Dec 7, 2011

    Good attitude,don't get angry and use for good cause.Have been banking with Wells Fargo for years now,decided not to go to Wachovia when I came here for I knew they were being taken over and never wanted to go to B of A.
    Wait I just got charged a $35 overdraft fee again..man always happens and all I bought was a candy bar and I was only 65c overdrawn.

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