99% of the time the error is on the customer but it is much easier to blame a giant company instead of taking responsibility for their actions.
I've worked for Wells Fargo for eight years and seen a lot, (people complaining about overdraft fees, not understanding why their house payment went up/down, complaining about being declined for a loan, etc.), and most if not all is because the customer made a mistake.
Here's one example: I have a customer who has a mortgage loan with Wells Fargo, (this basically means Wells Fargo owns the house and the customer is making payments until it's paid off.). The mortgage is about $1500 a month but the customer hasn't made a payment for three months so his regular payment has been pulled from his escrow account. (Normally the escrow account is to pay for insurance and taxes). This creates a shortage.
At the same time he's 3 months behind in his mortgage a hail storm hits the area and causes damage to the house. Since the client currently has insurance on the property a $23,000 check is cut from the insurance company to cover the damage. However the check is made payable to the customer AND Wells Fargo. When a check is made payable to two parties an endorsement is required from both parties before the check can be negotiated.
In this case Wells Fargo expects my client to mail the check to them and Wells Fargo pays the contractors directly to fix the house. This got my customer upset because he wanted to simply cash the check and take the $23,000.
Now this is where many people get upset at Wells Fargo, "Why can't Wells Fargo just give him the money!?!?! It's his house!"
The reason: the house isn't his, the house belongs to Wells Fargo not my customer. And to ensure the funds from the insurance company are used for the assessed damage Wells Fargo makes sure the proceeds of the insurance check are used to fix the house.
In many cases like this what has happened in the past with people who are behind on their mortgage payment are usually one of about three things:
They'll cash the check and use it to catch up on their mortgage payments versus fixing the damage on the house.
They'll cash the check and pocket the money versus fix the damage on the house.
They'll cash the check and pay the contractors to fix the property.
Now in most cases when the mortgage owner is current on their loan the insurance company will make the check payable directly to the customer not to the customer AND Wells Fargo but in the cases of people being behind in their payments Wells Fargo, learning from past history, will want to ensure the funds are used appropriately.
This is an example of a somewhat complex situation that happens rarely but when Wells Fargo is the largest mortgage servicing bank in the country if it only happens with 0.5%-1% of their customers some noise can be made.
For the picture originally posted who knows what happened. Did the truck owner sign up for something he couldn't afford or did some shady person con him into something? We'll probably never know but from my experience it's usually because the customer did something or didn't do something that was required of them.