Consumer complaint received 2023-04-20
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My complaint has to do with misinformation from a Wells Fargo phone agent that caused me to lose {$8600.00}. 

On XX/XX/XXXX, I deposited 3 checks ( {$1300.00}, {$3000.00} and {$4500.00} all from XXXX, my mother 's long term care insurance ) mistakenly into my recently deceased mother 's checking account. I did it by way of mobile checking. However, I did write the correct account on the endorsement. 

My mother 's checking account has both my estranged brother and myself on the account. My brother cleaned out the account previously unauthorized by me. I realize I can not do anything about that. 

After I mistakenly deposited the XXXX checks on XX/XX/XXXX, I IMMEDIATELY called Wells Fargo customer service. I spoke to XXXX and the call was recorded. I needed to know what I could do to get to the money before my brother took it out of the account. XXXX told me I could only transfer {$400.00} at that time as the rest needed to be cleared. We transferred the {$400.00}. I asked him if he could move the money or have me move the money and he told me that it was definitely NOT possible. I would have to wait until XXXX when the money would be cleared. I should be at my computer at XXXX to make sure I transferred the money into the correct account. I asked multiple times if there was any way the money would be available sooner and he said definitely NOT. I asked if there was anything I could do to stop my brother from accessing the money and he recommended NOT putting a Hold on the account. He did recommend having email notifications sent to me which he " supposedly '' did. I also asked if the system would recognize the correct account number on the endorsement and he said it was possible that if would get kicked back. I was on the phone with XXXX crying for approximately an hour. The only other thing he told me was to contact the fraud department but that turned out useless. 

I woke up at XXXX and checked the account only to find that my brother had already transferred the money. I called WF again and they said there was nothing they could do but I could file a complaint. I did that 3 times as the first 2 times, they only looked at the fact that my brother was an account holder. Finally on my third time, I explained that I was filing the complaint about the misinformation I was given by XXXX. When the WF agent called me to tell me that they STILL wouldn't give me my money, I was shocked. Her response was that people make mistakes and XXXX will be trained to not do this again. Also, she told me that I should've received a notification in my email but if I did not, she said it was in my WF inbox. Well, I checked and there was absolutely NOTHING on XX/XX/XXXX or XXXX! 

I'm outraged that Wells Fargo does not stand behind their Customer Service agents. I expect to get correct information at all times! The Complaint department rep said that I should've done due diligence and read all the account information. Isn't that why there are XXXX agents?!? I know they won't get the money back from my brother but shouldn't WF be responsible for information given by their Customer Service agents? 

Thank you for assistance in this matter.

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