Consumer complaint received 2022-10-27
Company: WELLS FARGO & COMPANY
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On Monday XX/XX/XXXX, at XXXXXXXX XXXX I received a text message from my landlord 's office manager saying : " Never received payment last month. '' I immediately called Wells Fargo and used the automated recording that instructed me check # XXXX for {$1300.00} cleared on XX/XX/XXXX. I texted my landlord 's office manager back and told him the check cleared on XX/XX/XXXX. He asked me for a copy of the front and back of the check. When I got home from work on or around XXXXXXXX XXXX  that same evening, I called Wells Fargo and asked them for a copy of the front and back of check # XXXX. Wells Fargo e-mailed me a copy of the check and they also mailed me a copy of the check at my request. 

Once I received the e-mail the banker instructed me how to open it, I then disconnected from the representative. After opening the e-mail and seeing my check had been altered, I immediately called Wells Fargo back and told them a check I mailed to my landlord 's office had been altered and I wanted to report a stolen/fraudulent check. I asked the representative to connect me with a supervisor. The supervisor instructed me what will happen next ( which was totally incorrect ) and that I would receive a refund within 5 to 7 business days. 

On Tuesday XX/XX/XXXX, I received an affidavit in the mail that needed to be filled out, notarized, and returned to Wells Fargo. That evening I filled out the documents. The next day I and took them to Wells Fargo branch location : XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX NJ XXXX When I got to the branch location, I walked up to a Bank Teller and asked to speak to a Personal Banker. XXXX XXXX XXXX, a Personal Banker for Wells Fargo assisted me. He notarized the documents and watched me sign them and then he e-mailed them to Wells Fargo 's fraud department. He instructed me that my account would receive a refund within 7-10 business days. I told XXXX XXXX that originally, I was told it would take 5-7 business days. He said that was incorrect. 

On Wednesday XX/XX/XXXX, one week later, at the same location, I made a cash deposit to my account using the drive-in window and afterward asked the Banker Teller for a balance on my account. When I saw the balance, I knew immediately the money from the stolen check had not been refunded to my account. I drove around the parking lot, parked my car, and went inside and asked to speak with a Personal Banker. XXXX XXXX XXXX XXXX assisted me. I explained to XXXX XXXX what transpired and asked why the money from the stolen check had still not been refunded to my account. She called Wells Fargos fraud division and found out the affidavit that I filled out and had notarized had never been received by the fraud department. She told them it was e-mailed to the fraud department on XX/XX/XXXX. Here, it turns out that document must be mailed and not faxed or e-mailed. XXXX XXXX had the original copy at his desk, so XXXX XXXX was able to mail the documents that day. She told me to come back on Monday XX/XX/XXXX for an update. 

On Monday XX/XX/XXXX, at approximately XXXX XXXX I went to Wells Fargo XXXX XXXX branch location. When I got there, I asked to speak to a Personal Banker. A Bank Tellers told me I would have to wait until XXXXXXXX XXXX XXXX said, that's fine, so I sat down and waited. About fifteen minutes went by and Personal Banker XXXX XXXX approached me and asked me in a very matter-of-fact way why was I here. I told him XXXX XXXX asked me to come back on XX/XX/XXXX. He proceeded to tell me in an arrogant way that I could've just called and that I didn't need to come to the branch location. I told him {$1300.00} is a lot of money to me and I feel like I'm being jerked around. Then I asked him why I haven't received a refund for my loss. XXXX XXXX said, I had to wait 7-10 business days from the time the fraud department receives the paperwork. I proceeded to tell him that's not what he originally told me when I went there to have the affidavit notarized. So, I leave the bank and go back to my office. 

When I returned to my office, I called Well Fargo. When a representative answered the phone, I immediately asked to speak with a supervisor. After waiting on the phone for about forty minutes supervisor, XXXX ID # XXXX picked up the call. I gave him the claim number and he paused for a few minutes to read the claim. Once he read the claim, I asked him what Wells Fargo 's policy is for refunding money back to my account for a stolen check. XXXX said, I would have to wait for the fraud department to receive my affidavit before I would know. That someone from the fraud department would be contacting me soon. 

On Tuesday evening XX/XX/XXXX at approximately XXXX XXXX I called Wells Fargos fraud department. I spoke to someone by the name XXXX ID # XXXX. He proceeded to tell me that Wells Fargo received my affidavit, and they began working on the claim. He went on to say that it would take 90-120 days for this to be resolved and for my account to receive a refund. I asked him why so long? Why was I told 5-7 and then 7-10 business day? He didn't have an answer for that. When I asked him for his name and ID # he was reluctant ( to say the least ) to give it to me. He just kept reciting Wells Fargo stolen check policy. After much yelling he finally gave it to me. 

On Wednesday XX/XX/XXXX, at approximately XXXX XXXX I spoke with supervisor, XXXX XXXX. It took him an hour and ten minutes to take the call. He would not give me his ID #. Said his last name was sufficient. I asked him why Wells Fargo stolen money policy is 7-10 days, but stolen checks are 90-120 days. Why the money could not be refunded to my account on a temporary basis. He had no answer except for : it takes that long to contact the bank where the check was cashed and thats Wells Fargos policy.

The check was put in a USPS mail box at corner of XXXX XXXX and XXXX XXXX at the XXXX train station in XXXX, PA.

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 explanation