Consumer complaint received 2019-05-21
Company: WELLS FARGO & COMPANY
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Problem with customer service

Complaint:
{$20000.00} cashier 's check deposited Sunday XX/XX/XXXX XXXX hours ATM XXXX Transaction # XXXX Wells Fargo XXXX XXXX XXXX XXXX XXXX CA XXXX I deposited cashiers check for {$20000.00} ( check # XXXX ), given to my mother, issued by XXXX XXXX XXXX, and the check was placed on hold two days later. 

Tuesday XX/XX/XXXX -- I visited Wells Fargo XXXX branch and spoke to an XXXX branch banker about my deposited check on hold. After the branch banker reached out to another Wells Fargo representative by phone, the branch banker shared that the Wells Fargo representative on the phone said the deposited check was flagged as fraudulent. The banker told me to wait for a few days for any changes or corrects, and if nothing changes, to reach out to Wells Fargo. 

Friday XX/XX/XXXX -- I received a letter from Wells Fargo stating the check was on hold and its been confirmed as fraudulent. I called Wells Fargo customer service line and spoke to someone name XXXX  in executive services department. XXXX stated someone from XXXX XXXX XXXX, the financial institution that issued the cashiers check, confirmed the check was fraudulent. 

I reached out to XXXX Credit Union and they confirmed check was issued to my mother, XXXX XXXX, and the funds were pulled by Wells FargoXX/XX/XXXX, check # XXXX, trace # XXXX. I called Wells Fargo customer service line again with the information and was told Wells Fargo attempted to pull funds from XXXX XXXX XXXX and was unsuccessful. I was then told to tell XXXX XXXX XXXX to produce a proof of payment letter via fax to ( XXXX ) XXXX, and to call back to speak to XXXX in Fraud Loss Mitigation at ( XXXX ) XXXX. 

After working with XXXX XXXX XXXX branch at XXXX XXXX XXXX XXXX CA XXXX, the XXXX XXXX XXXX branch banker advised he sent a proof of payment ; to Wells Fargo XXXX. 

I called Fraud Loss Mitigation and spoke to XXXX XXXX with the title of Financial Crime Specialist and asked to speak to XXXX. XXXX was adamant about helping and ignored my request to speak to XXXX, who I was told in an earlier conversation, was working on my case, to ask for. Throughout the entire conversation, XXXX was confrontational, dismissive, and disrespectful. XXXX also stated that whoever told me to call back to ask for a particular person gave me misinformation. XXXX than quickly transferred me to a random supervisor, whom he admitted he wouldnt know who it would be. I would think XXXX would brief the supervisor or manager on my case before transferring. XXXX refused to reach out to XXXX XXXX XXXX directly or would check to confirm a proof of payment letter was sent, saying it would take over 20 minutes for them to receive it and he wouldnt see because it is too late. 

SaturdayXX/XX/XXXX I call Wells Fargo Fraud Loss Mitigation to confirm if they received proof of payment letter from XXXX XXXX XXXX, and spoke to another fraud crime specialist named XXXX, whom stated they received it but said its not sufficient because its not notarized she needs a proof of issuance letter as well. I tried explaining to XXXX that I was not told of this extra information needed and I also was unsure if there was specific information she needed to release my money. Throughout this entire interaction, XXXX was very rude, disrespectful, dismissive, and refuse to give me sufficient information. I also asked if she can call XXXX XXXX XXXX directly to confirm or tell XXXX XXXX XXXX exactly what to produce so that Wells Fargo can release my money. XXXX said she can not call to confirm, she said I am not understanding her and said she will transfer me to someone that can better explain it to me, and than quickly transferred me. 

I followed up with the XXXX XXXX XXXX XXXX Branch Manager XXXX XXXX, whose based at the branch that issued the cashiers check to my mother, and he was confused as to why Wells Fargo flagged the in-state cashiers check as fraud, why Wells Fargo made claims of being unsuccessful pulling funds from XXXX XXXX XXXX when it shows on his end the funds were pulled XX/XX/XXXX, Wells Fargo claiming theyve never received a cashiers check similar to the one I deposited when its XXXX XXXX XXXX  normal cashiers check, and a deposit I made XX/XX/XXXX with a similar cashiers check for {$6000.00} ( check # XXXX ) and did not have issues, and Wells Fargos fraud investigators refusal to call XXXX XXXX XXXX to confirm, give additional information, or call the XXXX Branch Manager directly to confirm or accept the checks trace number ( XXXX ). 

After another attempt to Wells Fargo Fraud Loss Mitigation department, I was connected with XXXX, who was very polite, professional, and confirmed Wells Fargo received the proof of payment letter. XXXX confirmed the signed proof of payment letter with XXXX XXXX XXXX branch manager XXXX XXXX, and quickly released my funds. XXXX also transferred me to XXXX XXXX in Wells Fargo Executive Office to file a complaint.

This ordeal caused me to lose great trust and confidence in Wells Fargo, due to how Wells Fargo specialist treated me. I was scared and felt helpless, hopeless, powerless, and believed Wells Fargo stole my money. Much information that was shared with me by XXXX XXXX representatives and so called financial crime specialist during this very stressful ordeal was very poor, scattered, and no one seemed to have clear and concise information. No customer should ever have to deal with what Ive endured. 

Ive banked with Wells Fargo for many years and now I am highly considering moving to another financial institution and closing all of my Wells Fargo accounts and cutting all ties with Wells Fargo. I do not feel I can trust Wells Fargo to protect me and my money.

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