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.
“We’re aware that certain Wells Fargo customers are experiencing issues with Bill Pay,” Wells Fargo communications manager Hilary O’Byrne said in a statement. “We apologize for this inconvenience, and are working to resolve the issue quickly.”
O’Byrne declined to say how many customers were affected or to describe how the double charges occurred.
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