Some Wells Fargo customers found their bank accounts drained to zero Wednesday when some sort of glitch caused their online bill payments to be processed twice.
Numerous customers -- so many that Wells Fargo’s customer service phone lines were jammed Wednesday night -- were discovering that recent payments they had made using the bank’s online Bill Pay system had been deducted twice from their checking accounts.
In some cases, that sent customers’ balances to zero -- or below zero -- and triggered the possibility of overdraft protection fees. Some customers received email notices telling them that they now had no money in their checking accounts.
Customers who waited out the hour-plus wait to reach a customer service representative Wednesday night were being told that their accounts would be fixed overnight. By Thursday morning, some customers did report seeing their accounts restored to normal.
“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.”
O’Byrne declined to say how many customers were affected.
In the meantime, customers took to social media to share their shock and frustration over not being able to access the money that should have been in their checking accounts.
if you have @WellsFargo and use online payments ... check your balances immediately... then join me on hold for the next hour.— Mark E Rangel (@tryallbyfire) January 17, 2018
I HAVE BEEN ON THE PHONE WITH WELLS FARGO FOR OVER AN HOUR?!? WHY DO I HAVE TO WASTE MY TIME BC OF THEIR MISTAKE?!? IM SO MAD— Donielle (@SleekDonielle) January 17, 2018
Just spoke to a gentleman at @WellsFargo and he assures me any charges incurred from the double billpay will be reversed. Please go easy on the call center people... Not their fault and they're dealing with a lot of hostile people. #wellsfargo— Ken Crooker (@KreepyKen) January 17, 2018
WTF?? I was on a date and my card got denied. Thank God i had a CC. Im going to be real this Sucks!!!!!— ML (@g46monsteroso) January 18, 2018
This story has been updated to include an updated statement from Wells Fargo and to report overnight restoration of some accounts.