Consumer complaint received 2019-09-25
Company: WELLS FARGO & COMPANY
State: NV
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Problem with customer service

Complaint:
To whom it may concern, I am writing this letter in regards with my complaints I lodged against WELLS FARGO BANK. Please bear with me as I write down the story behind my complaints. 
Last week of XXXX of the current year, XX/XX/2019, I received an e-mail from a certain XXXX XXXX, who was hiring an open position as a MYSTERY SHOPPER. Due to the enticing pay [ $ 200- {$300.00} ], I responded that I am interested of applying to that position. 3-4 days after, Mr. XXXX XXXX texted me saying that I have passed their background checking and I will be sent a survey packet. After few days, indeed I received a priority mail envelope which has the survey packet, includes the survey form [ instructions how to survey a local XXXX XXXX XX/XX/XXXX]. With that was also the CASHIER 's CHECK amounting of {$1900.00}. The instructions were to deposit/encash that cashier 's check into my own bank account, go to a local XXXX XXXX XXXX, survey the store from outside to inside and most especially the cashier as according to the survey instructions, cashiers have trouble of ringing out the store gift cards. After the survey, on that form still, I was tasked to buy 4 XXXX XXXX gift cards with {$400.00} each [ 4x $ XXXX= {$1600.00} ] or {$420.00} each if survey is not completed within 2 working days. However I still bought the 4 cards with {$400.00} each. Moving on, I was asked to scratch the back to reveal the pin nos, take a photo of them as well as the receipt of purchase and email them to their website or email address ... 
XXXX XX/XX/XXXX, I went to Wells Fargo XXXX XXXX [ XXXX XXXX XXXX, XXXX, NV XXXX ] to deposit/encash the CASHIER, s CHECK. I was so happy as the check was encashed in no time at all. 
The next day after my work I headed immediately to XXXX XXXX XXXX in XXXX XXXX and XXXX XXXX, surveyed, purchased the 4 cards with {$400.00} each, took photos of them as well as the receipt and emailed them right away to the said email address. 
XX/XX/XXXX, I received a text congratulating me from a successful survey and told that on XXXX of XXXX I will receive a 2nd survey packet. I was happy again because I just earned {$300.00} from the last survey and here comes another one. 
XX/XX/XXXX I received the 2nd survey packet along with another check amounting to {$2200.00}. 
XX/XX/XXXX, in the morning before heading to work, I went to Wells Fargo XXXX XXXX [ XXXX XXXX XXXX XXXX, XXXX, NV XXXX ] to again deposit/encash the Cashier 's check. To my surprised, the bank teller told me that I can not deposit/encash the check just because the 1st CASHIER 's CHECK I deposited last XX/XX/XXXX bounced back to my account and charged me as it did not have fund. I hurriedly spoke to one of the bankers and inquired and told of the situation. So what he did, he called the issuing check company ... [ XXXX XXXX XXXX with address of XXXX XXXX XXXX XXXX, XXXX XXXX, MI XXXX ... tel no XXXX XXXX XXXX ] and found out that the check was not funded. So the banker concluded that I was scammed. 
Due to my devastation, I nearly had a car accident on my way back home and even did not report to work on that day. 
Days have passed still emotional stressed, I decided to visit my own Wells Fargo Branch [ XXXX XXXX XXXX XXXX ] where I first opened my bank account with them. Spoke to the Banker [ XXXX ] available that day and sadly told him about what have happened especially the 2 incidents of how I deposited and encashed the 2 different cashier 's check to 2 different Wells Fargo branches as I believed if there were only proper handling and checking of the 1st bank teller, I should have not been scammed. The banker reported all my stories and complaints and told me that the Resolution Team will handle my case As the complaint was ongoing, I happened to tell the story to my co-worker whom accidentally has a wife working in Wells Fargo and also has a friend who works as a Manager of Wells Fargo. My friend consulted them and and both of them said that I can still file a case against them and get my money back because the 1st bank teller did not follow the proper procedure or the standard operating procedure upon checking the said Cashier ' Check ... an SOP of how to check and verify if the check is funded or not. According to them that SOP is called OIB, wherein apart from checking physically of the said check, a teller or a consulted supervisor have to call the issuing company, bank or company to find out the legitimacy of that kind of check. 
So I came back to the same Wells Wells Fargo bank where I first lodged in my complaint. Apparently when I got there, I was told by the same banker [ XXXX ] that the resolution team who handled my case denied my complaint and could not give my money back for the reason that somehow I have the consent or I myself has withdrew the money. So I filed a 2nd complaint in relations to the facts I learned from my friend ' s manager friend and wife. 
On my 2nd complaint I stated that why the 1st bank teller did not do the proper and most important SOP to check the cashier 's check when I was encashing it? 2nd, why was that the 1st bank teller looked onto the fund of my savings and not the fund of that check? As I was told also by my friend 's friend that the main reason why I have successfully encashed that check is mainly because I have more than enough fund to cover the amount if that check is not funded and get bounced back to my account if ever. Isn't that it should be the other way around checking the legitimacy of that check instead of my own funds to protect my savings/money as I have chosen and trusted their bank? That their first priority is to protect the welfare of their account holders? With what that 1st bank teller did, I felt, learned and experienced that all my savings is not protected at all from any untoward encashment in the future if their employees are not doing the right way. 
3rd, why did the 2nd bank was able to check, verify and even called the issuing company of that 2nd cashier 's check and the 1st bank teller did not where in fact the same policies and SOP apply on the same bank regardless of their different branches as far as my case is concerned? 
However, after weeks of waiting of the result, still they denied my complaint stating that on the day I 1st opened my account with them, one of the papers I signed was about the private banking consumer deposit disclosures. Whatever it is, MORALITY, POLICIES AND STANDARD OPERATING PROCEDURES should overcome in my case. 
If Wells Fargo will always protect the wrongdoings and malpractices of their employees, where is the REAL PROTECTION WELLS FARGO has promised to their account holders will go? 
My case maybe an isolated one ... or maybe not? But this incident should have been avoided if for sure some of their employees will really do their job properly and responsibly. 
I hope that lodging my complaints thru your institution, to the best of my knowledge and experience may help me find and get justice, return my money back to the extent of compensating me from the emotional stress, heartbreak, sleepless nights and financial difficulties Wells Fargo has brought me this TRAUMATIC NIGHTMARE in my life. 
Lastly, due to my financial incapabilities to hire a lawyer to fight my case against Wells Fargo, I ask you kindly and whole heatedly to help me with my case. 
Thank you so much from the bottom of my heart. 
Respectfully, XXXX XXXX

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