Consumer complaint received 2022-05-27
Company: WELLS FARGO & COMPANY
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Unexpected or other fees

Complaint:
Below is a letter I sent Wells Fargo and XXXX XXXX XXXX XXXX- it is a comprehensive description of my case. I'm happy to provide more details securely upon request i.e. check images, confirmation numbers and case numbers : I have been a Wells Fargo customer for almost XXXX years. We are escalating this to your office since we have tried to resolve this issue with multiple people without success at Wells Fargo. Please review the below information on Case Number ( will provide if needed ) and help resolve my issue with Wells Fargo not returning my {$55000.00}. 

On XX/XX/XXXX I was instructed by a Wells Fargo teller at the XXXX, XXXX  XXXX that the best way to transfer funds would be via a cashiers check. I deposited the check for {$55000.00} on XX/XX/XXXX via the XXXX mobile app and I received a confirmation from XXXX ( confirmation # provided if needed ) the same day. On XX/XX/XXXX a check image was posted to my XXXX account as Accepted. 

After purchasing {$55000.00} of investments, 10 days later, on a XXXX  XX/XX/XXXX, our financial adviser received a call from XXXX XXXX that Wells Fargo was not accepting the check due to poor image quality. Furthermore, I didnt receive any written or phone notification from Wells Fargo that the check was declined. Due to commissions and market fluctuations, Wells Fargo not accepting the check was forcing me to lose significantly more than my initial investment. 

First thing Monday morning XX/XX/XXXX I went to the XXXX Wells Fargo branch to try to resolve the issue. I provided legible images of the check to XXXX XXXX XXXX, XXXX Banker at Wells Fargo. After XXXX hours of speaking with various customer service reps, they claimed it was simply the " automated system '' declining the check. I was told I was responsible for an {$820.00} surety bond fee or to wait 6 months for the check to void while my entire lifes savings just sits with Wells Fargo. 

Neither of the above recommended options is acceptable. I did nothing wrong, followed the appropriate directions and should not be responsible for any fees or withholding. I want my money returned to me immediately. 

Having missed hours of work, on XX/XX/XXXX my dad had to take time from his busy schedule to personally go to the branch and try and get this resolved. He did his best to try to resolve the situation with numerous executives and branch managers that were seemingly nowhere to be found. Apparently, the XXXX Wells Fargo doesnt have a branch manager. Later, we found out that the acting Branch Manager was XXXX XXXX from the XXXX XXXX. My dad also worked with XXXX, XXXX XXXX at the XXXX branch. After many hours, numerous calls, many emails, and meetings over multiple days our issue was finally escalated to XXXX XXXX XXXX XXXX XXXX Case Specialist ). That team said they would take 10 days to get back to us. 
On XX/XX/XXXX, our financial advisor spoke with XXXX XXXX again. They offered a simple solution, asking Well Fargo to provide a letter saying Wells Fargo would be willing to accept the check. After multiple days and discussions, Wells Fargo finally sent a letter with limited information over a week later, on XX/XX/XXXX. On XX/XX/XXXX XXXX explained that they had escalated the situation to the Deposits group to find a solution but was informed that they could not credit the account and re-present the cashiers check. The solution was to re-issue the check which Wells Fargo was not willing to do without me purchasing an {$820.00} XXXX XXXX. 

On XX/XX/XXXX I left another message for XXXX XXXX since we had still not heard back after 10 days. I also emailed XXXX letting her know I had not heard back from XXXX. We were informed the case was escalated to XXXX XXXX, Senior Escalations Representative at the Consumer and XXXX XXXX XXXX XXXX. XXXX called my dad, XXXX, the next day XX/XX/XXXX on a recorded line. It was apparent that XXXX had not done any research on the situation after it being escalated to him over a week prior. After both of us ( on speakerphone ) having to explain the entire situation to him again, even though he had the case number and should have researched it before calling us, he told us he couldnt do anything without further researching the case. 
I called XXXX several times by Tuesday on a Wells Fargo recorded line XX/XX/XXXX to follow up and was only able to get his voicemail. I called XXXX to try and get some information and he attempted to reach XXXX while keeping me on hold for quite some time. XXXX informed me XXXX was not available and after I made a fuss and insisted this situation be resolved, I was put on hold again while XXXX reached out to XXXX. Somehow XXXX was magically available after XXXX reached out the second time. XXXX answered the phone by telling me he was leaving for the day and had to make a personal appointment. He informed me that he sent a letter to my dad explaining once again, that Wells Fargo will not offer any solution other that having me pay the {$820.00} surety bond or waiting 90 days while they sit on my money. I was very upset that after all this waiting for an executive, taking time off work to deal with this matter in person, hours of email exchanges and phone calls, I was in the exact same position I started in. I requested numerous times to be given an email address or contact number for XXXX superior and he refused to give me any further details or make even the bare minimum effort to connect me with another person. He repeatedly told me he had to make a personal appointment and finally hung up on me. 

We later received said letter from XXXX dated XX/XX/XXXX. We then received another letter dated XX/XX/XXXX from XXXX XXXX, stating Wells Fargo is looking into this and theyd respond within XXXX days. The fact that we received a letter dated XX/XX/XXXX reinforcing XXXX XXXX decision and then a letter dated XXXX  days later claiming Wells Fargo is looking into it, offers written proof of the incompetency with which this case has been handled and the subsequent confusion it has created. 

On XX/XX/XXXX and XX/XX/XXXX I looked up contact information for the executive offices of Wells Fargo and XXXX XXXX and sent them this letter. By XX/XX/XXXX I heard back via email from XXXX XXXX ( XXXX Office Case XXXX ), with Wells Fargo once again stating Thank you for sharing your concerns with us. We know this needs our attention, and were looking into it for you. On XX/XX/XXXX I got a call from XXXX with no information other than she will research my case. By XX/XX/XXXX I got an email and call from XXXX which was essentially the same template used by XXXX and XXXX While its disheartening to learn of concerns such as yours, we also appreciate your comments because they enable us to identify areas of training and process improvement for our employees. Each customer truly has the ability to help shape our strategy in providing the service you expect and deserve. We will communicate any possible coaching opportunities to our team members ; however, we are unable to share outcomes of employee investigations. On behalf of Wells Fargo, we would like you to know that its our goal to provide superior customer service. Were sorry your experience didnt reflect our standards. 

There is no excuse that a Wells Fargo customer of nearly 10 years should be treated with such disregard and lack of transparency. I felt completely insignificant and neglected. 

This entire email is just a base representation of the work my dad, XXXX XXXX XXXX and myself have put into getting this matter resolved. I have a comprehensive email trail, documentation of check images, a confirmation number that the check was received and cashed. I will happily provide any of this information upon request via encrypted email or alternative secure methods. At this point I have done everything possible to get this situation resolved with Wells Fargo and XXXX XXXX directly and my patience has been exhausted so : Please consider this my final demand, as I have begun or am doing the following : As of XX/XX/XXXX I have filed a civil lawsuit against defendants Wells Fargo and XXXX XXXX ( Case Number : XXXX XXXX ) I have spoken with my Congressman XXXX XXXX  and initiated an investigation via a Constituent Service XXXX XXXX XXXX submitted a poor review with the XXXX and filed a case I submitted a poor review with XXXX on XX/XX/XXXX and will continue writing poor reviews on various social media platforms. 
On XX/XX/XXXX I emailed this document after doing my own research to find executive contact info. I have also mailed this certified mail to your headquarters per your attention. 
If this is not resolved quickly both my father and I will be closing our Wells Fargo accounts that we have had for over 10 years, one of which is a substantial business account. 

Your help would be very much appreciated to amiably resolve this matter to avoid further escalation. 
Sincerely, XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief