Consumer complaint received 2023-08-13
Company: WELLS FARGO & COMPANY
State: CA
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 XX/XX/XXXX, my check from XXXX # XXXX was written to pay our XXXX XXXX XXXX XXXX account for {$3000.00}. This check we believe was fraudulently cashed at Wells Fargo bank. 

On XX/XX/XXXX a second check ( for {$4000.00} ) was written for my husbands XXXXXXXX XXXX XXXX XXXXXXXX # XXXX. This check was also then cashed at Wells Fargo Bank. 

When we were subsequently notified by XXXX XXXX XXXXXXXX the both of our Visa statements were due, I then verified my checking account and noticed the checks had been cashed and endorsed on the back, but they weren't deducted from our XXXX XXXX XXXXXXXX XXXX accounts. 

I went to our local XXXX branch on XX/XX/XXXX and spoke with XXXX XXXX and Branch Manager XXXX XXXX. I was told that the checks were unaltered, but cashed at a Wells Fargo Bank instead of going to the correct bank XXXX XXXX XXXX XXXX. ) I was told to fill out a form the Declaration of Unauthorized Endorsement or Altered Item and take it to XXXX XXXX XXXX to confirm that I had NOT received a form of payment. I have documentation and the assistant manager XXXX XXXX signed. XXXX XXXX XXXX the branch manager of XXXX verbally confirmed I would receive my funds by 30 days, after an internal investigation. I waited 45 days and called claims 3 times and was told it could take up to 90 days for a resolution. Approximately XX/XX/XXXX, my husband ( XXXX XXXX XXXX and myself went back to speak to our branch manager XXXX XXXX. She remembered our case # XXXX and called the claims department once again on our behalf. She then informed us that it was XXXX 's policy now that they were not liable, and we must get our money from Wells Fargo. to We told her this was unacceptable and she then said she send this to another department within XXXX to research the discrepancy. The specialist by the name of XXXX would be handling our case. I tried contacting XXXX twice and finally she returned my call to tell me the case was still active, but Wells Fargo has not responded to XXXX 's inquires. i Today, we again contacted Wells Fargo fraud department and informed them our suspicion that they have a teller who is cashing checks meant for other banks. I was informed, since we don't have an account at Wells Fargo, they couldn't help us. 

XXXX has told us that they tried several times to contact Wells Fargo and there hasn't been any response. 

Our contention is that Wells Fargo fraudulently cashed our XXXX checks totaling {$7000.00}, and neither Wells Fargo or XXXX will help resolve this fraud. Wells Fargo cashed the check that clearly was falsely endorsed on the back, and unaltered on the front. XXXX released money that was not appropriate or confirmed valid. 

We feel that Wellsfargo is assisting, pursuing, or investigating this obvious fraudulent check cashing at their bank, and helping us recover our {$7000.00}.

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