Consumer complaint received 2023-03-14
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:
Hello, In XXXX a check that was written to XXXX XXXXXXXX XXXX XXXX  XXXX was duplicated and used to write fraudulent checks against my account. I had over {$6000.00} in checks that had been written against my account by digitally changing information on the duplicated check. I discovered what was occurring and called Wells Fargo who said they put a hard hold on my account. I opened a new account and closed the account associated with the checks that were being used fraudulently. I filed a police report as well. In XXXX I noticed that there was addition fraudulent activity and checks on my new account. I called Wells Fargo and they told me the checks from my old account were being cashed and transferred to my new account. They said that someone didn't turn off the check cashing option on the old account so I asked that they do that and then we put a hard hold on the new account to prevent further activity from occurring on that account. I filed claims for all the fraudulent items, 8 in total totaling over {$7500.00}. Then in XXXX I had two additional fraudulent checks with the old check number cashed against my new account that also had a hard hold on it. One was for {$2000.00} and one was for {$9800.00}. I filed claims for both of these items and was issued a refund on both on XX/XX/XXXX. Shortly after that I received a letter in the mail from Wells Fargo that said, due to a processing error they were going to take back the {$9800.00} and they did on XX/XX/XXXX. I spoke to them again and they indicated that the claim was denied because they determined the check wasn't fraudulent. The check was written to the XXXX XXXX XXXX for laptops. This company doesn't seem to exist from what I can find. I have also never been able to see the image of this check online or the check number. I reopened the claim and it was closed again indicating it wasn't fraudulent. Throughout this process no one contacted me to talk to me about the claim even though I was promised multiple times that someone would call me. I called again on XX/XX/XXXX to try to escalate the issue. They said there was nothing they could do. I asked to have an image of the check as well as the background on the research they did. I was assured I would be sent that. We don't currently even have a checkbook that has that check number in it. After I didn't receive the documentation, I called again 34 days later and was told it was in process. I just received a packet of " research '' and it doesn't contain the check image or any other information. It is just a printed statement of my accounts. I have been a customer of Wells Fargo for 24 years and this situation has been absolutely awful. I have talked to them 13 times for over 6 hours regarding this issue and they are still denying this claim. There was clearly very little due diligence in determining if the check was fraudulent and I find it very odd that I can see the image and check number of every check I have ever written with Wells Fargo except this one. My check image was stolen by either someone at the XXXX XXXX XXXX XXXX or by someone at Wells Fargo.

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