Consumer complaint received 2023-10-11
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
1 ) In XXXX of XXXX, I mailed a check to the XXXX XXXX XXXX Collector, but someone stole it during transit and unlawfully cashed it, stealing {$30000.00} from me. I made a claim about the reimbursement of this unauthorized check immediately after I discovered it, and proceeded to make around 10 more claims because the bank wouldn't help me. Wells Fargo bank stopped sending me paper statements since XXXX and I had no way of knowing the check was cashed by a thief. In addition, I went to a different branch ( XXXX XXXX ) about 10 days after I mailed the check and the teller said that it was cashed and to not worry. She didn't bother to check who it was cashed by or to give me a copy of the check when I asked ( said the machine was broken ), so I didn't know it was stolen at the time. I only learned it was stolen when I got a {$1800.00} penalty notice from XXXX XXXX for paying my taxes late. The tellers at the banks keep saying I will get reimbursed, but my claims keep getting denied because it is past the 30 day window from when the check was cashed. I can't sue Wells Fargo because of an agreement I signed with them without knowing of its existence, so my only route is through arbitration. The bank would not provide me with the Statute of Limitation for when I could arbitrate with them despite my request. 
2 ) Around XX/XX/XXXX when I submitted the original complain to CFPB, XXXX from Wells Fargo called me and rushed me to make a written statement, which I wasn't comfortable doing because of my limited XXXX as a XXXX immigrant. I asked him for more time, which he responded by saying that if I didn't cooperate he would drop my claim. He asked if I couldn't write in XXXX and I said I couldn't. He proceeded to say that that's why " we XXXX XXXXXXXX and XXXX. '' I was very upset with this XXXX and rude remark. He apologized, but I still felt offended. 
3 ) Two customer service workers at the Wells Fargo bank told me they don't know anything about my case. I was asking how I could start the arbitration process and when the last date to submit was. Both of them told me they were told not to discuss my case by their manager 4 ) At the end of XXXX of XXXX, I had stopped by the branch to get a copy of the deposit agreement, and I was told to wait 45-50 minutes even though there were no customers in the lobby and there were 7-8 workers who all denied to help me. Finally, after 50 min, I went to XXXX and she asked for my ID and debit card ( which I had never owned. ) I gave her my Driver 's License and she told me that the manager required to record everything about my case. It took 5 min to get a copy and I left branch after 1 hour. 
5 ) On XX/XX/XXXX, I was inquiring about the minimum balance to be waived the monthly fee and any return item fee. Nobody helped me at the teller and the manager asked me to wait 45-50 minutes again even there were no customers. Almost an hour later, the manager helped me to answer just these 2 basic questions. The manager was noticeably mean to me and it seems like they keep trying to avoid helping me. I closed the account that day after 20 years of owning it.

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