Consumer complaint received 2024-01-09
Company: WELLS FARGO & COMPANY
State: AZ
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
In XXXX I applied for a home equity loan through my XXXX XXXX XXXX XXXX, in order to pay off debt. On XX/XX/XXXX I found out that the credit union had sent the checks to pay off my debt to the wrong address. Because of this WellsFargo received my XXXX card check and cashed it. XXXX mailed me my check and I received it the next week. 
I realized this when I opened my account and seen my WellsFarg credit card in a - {$17000.00} ( not the exact amount ). 
Since then, I have made several calls and sent email asking them why they cashed a check that was not made out to them and to allow me to use the money that was in the negative amount. I would have used the bill pay in my online WellsFargo account. WF would not allow me to do this because they were waiting until they received all of the funds since it was a large amount & XXXX. 
I had sent in emails, called several departments, each of them telling me that they would assign a case worker and they should get back to me within XXXX weeks. 
They eventually gave me a case worker in the XXXX office who did not communicate with me. Towards the end of XXXX, I opened up my account and the amount was back to what I owed. I called to speak to her, but she was unable to take my call. I was informed by the person who answered the phone that they had sent an electric check back to the bank using the routing number I provided. This did not make to me because I had never provided them with a routing number. I was informed that they used the routing number on the check that was sent to them and that the XXXX XXXX would not accept it. They asked me to contact the XXXX XXXX and request that they accept the check. 
When I spoke to the XXXX XXXX, I was informed that the routing number on the check is only and account that sends out money and can not receive any funds. They informed me that I could use my credit union account and routing number in order to receive the funds. 
I called WellsFargo back to provide them with this information. My executive case worker was again not available to speak to me. I provided them with my XXXX XXXX account information and left a message. 
I received a call from my case worker 3 days later to inform me that they mailed out a check to the credit union. 
the following week I was informed 3 times that week that my check was sent out, but my account kept showing the - {$17000.00}. I received a call on Friday from my case worker stating it being sent out at that moment. 
On Monday the following week I could see the correct amount in my WF credit card account. I informed my Credit that day so they can keep an eye out for it. According to WellsFargo the check was mailed out XX/XX/XXXX and as of today my credit union has not received a check from them. 
I contacted WellsFargo last week XX/XX/XXXX to find out the address of where they mailed the check, but no one could tell me. AT this point they had closed two case that I had. One they closed because they sent in an electronic check and the one where they mailed the check, so I had to open up another case which allows them another XXXX weeks to work on the issue and get back to me. 
At this point I requested a supervisor or manager, I requested a new case worker and explained that WellsFargo has cashed a check that was not made out to them and have not allowed me to receive or use my money, now going on the XXXX month. I am currently paying interest for my WellsFargo credit card, my XXXX card and my HELOC. 
Not once did they make a call to the credit union to ask for the best way to get me my finds. I had even offered to have my credit union contact on the phone to answer any questions. 
I did speak to a new case worker, and he informed me that he has up to XXXX weeks to get back to me. 
I have been with Wellsfargo for over 35 years and have already started setting up my bill pay and direct deposit at another bank. I have spent over XXXX hours on the phone, in the begining while I was on XXXX due to a XXXX XXXX where I XXXX XXXX XXXX. I have cried more than once over this situation, and I am hoping you can help me out in some way. 

Thank you so much.

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