Wells Fargo draws customer ire over glitch that double charged accounts
19 January 2018
Wells Fargo is in damage control mode following after customers on Wednesday, were charged twice on automatic payments made online through bill pay.
WCNC-TV, an NBC affiliated television station quoted a Wells-Fargo customer as saying he faulted them for it and everything they had done in the last 10 years.
He added that he was on his Wells Fargo banking app, when he noticed in bill pay it was double or triple charging the bills he had incurred.
Customers voiced their anger on Twitter and slammed the company for overcharging them. The majority were, however, angrier about how it was handled.
One woman tweeted that she had been on hold for over an hour, while others joked they had had enough time to choreograph a line dance to hold music.
Late Wednesday night, the company tweeted that it was working to resolve the issue and in a statement, the bank told CNBC, ''The online bill pay situation was caused by an internal processing error.''
Wells Fargo added that any fees of charges incurred due to the error will be rectified.
"Some customers may be having an issue with their Bill Pay transactions. We are working to fix the issue and resolve this tonight. Thanks for your patience."
In response to several questions emailed on Wednesday night, a spokeswoman for the bank apologised and said Wells Fargo was working to resolve the issue "quickly."
''We are aware of the online Bill Pay situation which was caused by an internal processing error,'' Wells Fargo communications manager Hilary O'Byrne said in a statement late Wednesday. ''We are currently working to correct it, and there is no action required for impacted customers at this time. Any fees or charges that may have been incurred as a result of this error will be taken care of. We apologize for any inconvenience.''