@WellsFargo – John Stumpf – Mr. Scharf, Normally I send a letter when I have a grievance with a company

Louis Grimaldi sent a message to John Stumpf that said:

Mr. Scharf,
Normally I send a letter when I have a grievance with a company but this incident is so outrageous I feel the urgency of emailing you.
My wife and I bank and hold our mortgage with Wells Fargo and have since we moved to South Carolina in 2011. I also banked and held a mortgage from 2007 through 2009 with Wells Fargo in Texas my previous state.
This is the “Readers Digest” version of what My wife and I have had to endure since September 15 of this year. We pay our mortgage bi-monthly via auto draft on the 1st and the 15th of each month. On the 12th or 13th of September my wife received a text from Wells Fargo notifying her of suspicious activity. Her ATM was hacked. This started a series of events that caused many sleepless nights including tonight. On September 15th the mortgage auto pay took effect. On the 16th it was reversed for lack of funds due to the hack. On Sept. 18th the auto partied again but again there was insufficient funds and it was reversed on the 21st. On Sept 22nd and 23rd once again, paid then reversed and one more time on the 28th and 29th. Each time we were in contact with the mortgage department all but begging NOT to try to draft until my pension check deposited in October 1st to no avail. I am absolutely baffled, and astounded that in this era of high technology that a giant company such as Wells Fargo does not incorporate any sort of override to the automated system.
Now the next event is the one that is the cause of my contacting you. Yesterday October 1st, both the September 15th retry payment and the October 1st scheduled auto payment were successfully made and posted to my account and all was right with the world, until today October 2nd when we discovered that a second auto pay for the Oct. 1st payment was made driving our account to a negative balance. To say I was furious would be a gross understatement. What made this so much more frustrating is that there is no way to reverse it. The bank has start an investigation and I have to wait up to 10 business days for a resolution. Meanwhile I have approximately $900 in bills between now and the 15th when my next pension check is deposited.
I am a retired Boeing Engineer. I have what would be considered a decent pension plus my social security. My wife was laid off today so we will be losing a portion of her income when we factor in her unemployment insurance. After retirement I was forced to buy the Government mandated health care that had exorbitant premiums. In 2016 I had life saving emergency surgery. The insurance was there for me but the out of pocket costs ran out debt into the tens of thousands so our budget is very fragile and when something like this happens we get driven into the ground.
In closing, I would like to thank you for taking the time to read this communique and ask if there is any way possible that measures can be installed into your system to help people like me in this situation. after all this latest error was caused by Wells Fargo.
Thank you again Mr. Scharf. I will be looking forward for any comments, thoughts, or ideas you may have to offer.

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