Consumer complaint received 2023-03-08
Company: WELLS FARGO & COMPANY
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
I am a customer of Wells Fargo, and I made a certified Cashier 's check in the amount of {$5000.00} payable to XXXX XXXX. On the week prior to XXXX, I mailed the check to XXXX XXXX XXXX XXXX XXXX NJ to pay my credit card balance, but XXXX XXXX never received the payment. On XX/XX/, I went to my local Wells Fargo XXXX in XXXX, NC to stop the payment on the check thinking that the check was lost in the mail. XXXX " XXXX XXXX '' was assisting me with the process. XXXX saw that the check was negotiated to someone named " XXXX XXXX '' I showed him a copy of the original check that it was payable to " XXXX XXXX '' We decided to open a fraud investigation. Wells Fargo fraud handling team 's opened a case ( XXXX ) Wells Fargo rep and banker told me that the case will be resolved within 30 business days, and I will receive my funds within 10 business days. I wanted to report the fraud to law enforcement. On XX/XX/, I called the fraud claims center to collect information about where the check was negotiated in order to notify the proper law enforcement agency. The rep I spoke with did not have any information. However, they mentioned that the investigator handling my case should. I requested to speak with the investigator and was told that the investigator will call me at my phone number. On XX/XX/, I called back for updates on the claim as I had not received any phone call. The rep said that the investigator attempted to contact me with no success. I mentioned that I never received any phone call or voicemail. The rep put in another request for the investigator to call me back. the 10 days mark passed by, and I did not receive my funds back, nor did I get any updates or phone call. On XX/XX/, I called the claims center again and insisted on speaking with the investigator. The rep said that I should fill out the affidavit and send it to Wells Fargo. I mentioned that I never received any paperwork and that I still had not received any phone call from the investigator. The rep said that the investigator attempted to contact me a few times even though there was never any voicemail or messages received. I went to my local branch and expressed my frustration. The banker " XXXX XXXX '' helped me get the affidavit form by email. I also filed a complaint with Wells Fargo Executive team about how my case was handled with complete negligence and lack of transparency. Wells Fargo Executive team opened a case XXXX. After investigating the fraud case, I finally got the response that the check was negotiated at a XXXX XXXX XXXX, and I had to wait up to 120 days for a response from that bank. I insisted that I wanted to know where the altered check was negotiated, so I could notify law enforcement in that jurisdiction. Unfortunately, Wells Fargo did not want to find out nor give me any information on that. I insisted that it is crucial to file a report with law enforcement about the crime that was committed to prevent other customers from having the same situation. Wells Fargo did not seem to care for their customers, and their lack of competence and transparency is the reason why I have not received my funds back.

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