Consumer complaint received 2018-07-13
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Bounced checks or returned payments

Complaint:
I was selling a selling a sewing machine on XXXX for {$2700.00}. Someone then contacted me saying they wanted to buy it and to email their " store '' email. I then contacted the email address and the person told me to hold off the machine to other buyers because this person was going to send me a check. After receiving the cashier 's check I then noticed it was for {$3900.00} from XXXX XXXX. The person told me that the reason for the extra money was to deposit {$1100.00} to this person 's mover ( someone who was suppose to pick up the machine from me for the " buyer '' ) in a XXXX  XXXX XXXX account. I then made my way to Wells Fargo for cash-out on XX/XX/18. The banker STRUGGLED numerous times to scan the cashier 's check till he finally inserted the check into what seemed like a thin sheet envelope. After the machine accepted the scanned check I then made my way to XXXX  XXXX XXXX to deposit the desired money of {$1100.00} in money order form. On XX/XX/18 after trying to purchase something at a store using my debit I noticed it didn't want to work. I then checked my online banking account and saw that I had overdraft {$3500.00}. It was stated that the check was " returned ''. I then called Wells Fargo and that is when I was informed that the check was a fraudulent check and it was bounced. Wells Fargo failed to let me know once they had taken notice that the check was a fraudulent check. I only received and email from them on XX/XX/18 early morning, but was too busy to notice the email. Instead of informing me that they were going to take away all my money and left me to overdraft or let me know that the check was a fraudulent check once they noticed it was a fraud they decided to take away all my money. I then went back to Wells Fargo and was helped by a manager. Manager then opened a fraud claim with a number. He then instructed me to call XXXX XXXX ( bank in which the " cashiers check '' was processed ) and verify if person is banking with them. Manager also asked if the banker who helped me when I cashed the check asked me questions about the check after MANY attempts to scan the check, but the banker failed to do so. Manager said they try to train bankers to ask questions. Upon calling XXXX XXXX they were unable to provide such information and was told to ask Wells Fargo to contact them. I then called Wells Fargo on XX/XX/18 and gave my fraud # and asked them to contact XXXX, but they told me " no ''. I then asked if they can receive my police investigation # and they also said " no ''. I then informed XXXX XXXX XXXX they have a person performing fraud. Person over the phone thanked me and said they are willing to cooperate once Wells Fargo contacts them and was told by law Wells Fargo should contact them and XXXX to solve investigation. I received a call from Wells Fargo on XX/XX/18 and was told they are NOT going to contact XXXX XXXX XXXX to further the investigation. That same day I was informed that they had closed my fraud claim without any notification to me and that the best thing to do is to come up with a payment plan. I feel that Wells Fargo did not give any effort into helping me to the best of their possibilities since they DID receive the false check. As a customer I felt like they gave me no options and felt like they failed to communicate AND inform me. I believe I have some type of rights and options that they choose to not inform me. They didn't want to take the fault into accepting the false check.

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