Consumer complaint received 2017-11-01
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:
Wells Fargo Bank XXXX XXXX XXXX, has mishandled a legitimate deposit into my XXXX checking account from a legitimate payor, a health insurance company, failing to give me credit for a check that was deposited at one of their branches, properly countersigned by me and acknowledged by the payor as a proper check that has cleared their bank. They are refusing to take responsibility for their mishandling, stating it is my problem. The undisputed facts are as follows. 
On XXXX/XXXX/XXXX I deposited a check for {$120.00} from my health insurance company at a XXXX branch. The check was made out to me and I counter signed the check, noted " for deposit only ''. On XXXX I received a deposit reversed notice from XXXX with the reason stated as " refer to maker '' for the {$120.00}. My checking account was also charged with a {$12.00} return deposit item fee. Shortly thereafter, I phoned the insurance company and their representative stated that neither they or their bank had instructed any form of stop payment on the check ; I conferenced in the XXXX customer service center and the insurance company representative confirmed to the XXXX agent that there was no stop payment of any kind on the check. The XXXX agent stated that the issue would be resolved and they would contact me within 5 days ( reference # XXXX ). I never heard back from XXXX. On XXXX, after not hearing from XXXX for more than a month, I met with XXXX XXXX XXXX XXXX representative XXXX XXXX who promised to resolve the issue. On XXXX XXXX XXXX notified me that the check had been redeposited into my checking account and that the {$12.00} fee had been reversed. 
On XXXX I received notice from XXXX that the {$120.00} deposit had again been reversed out of my account and my checking account had again been charged with a {$12.00} fee, with the reason stated as " refer to maker ''. On XXXX I called the insurance company who further investigated the transaction ; the representative again reaffirmed the legitimacy of their check and indicated the check had cleared their bank account in early XXXX, even though the check had not been credited into my checking account. On XXXX I called the XXXX XXXX of the XXXX XXXX XXXX branch XXXX XXXX XXXX and provided her with the details including the fact that the check had cleared the insurance company 's bank. She indicated it was up to bank operations to resolve the problem and there was nothing she could do. On XXXX, one month later, I called the XXXX XXXX XXXX XXXX XXXX for an update who repeated her earlier statements. 
On XXXX I wrote a letter to XXXX XXXX XXXX, XXXX and XXXX of XXXX XXXX  XXXX explaining the problem and my frustration. On XXXX I received a call from a representative of the office of the XXXX of XXXX XXXX XXXX XXXX who stated that it was not the responsibility of the bank to resolve the issue and there was nothing they were going to do. 
Wells Fargo handled ( mishandled ) this transaction from the beginning to end and yet they are refusing to take responsibility for their errors. The check has cleared the bank of the payor, the insurance company, but I have not received the deposit into my account.

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