Consumer complaint received 2021-07-12
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Bounced checks or returned payments

Complaint:
I received by priority mail two envelopes. The first one was from, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, GA XXXX. It contained a check for {$1300.00}. I was instructed to buy gift cards from XXXX totaling {$1000.00}, {$500.00} on each card. Take pictures of cards and send to two phones, XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX. I deposited the check into my Wells Fargo account the check actually cleared. I bought the cards and followed the instructions on the paperwork. XXXX information was on the heading. I then received another another check by mail. Same MO, this envelope said, XXXX XXXX XXXX. 
XXXX XXXX XXXX XXXX. 
XXXX XXXX, CA. XXXX. It also had a check for {$1900.00}. I still have the check because I did mobile deposit. The info on the check is, XXXX  XXXX  XXXX XXXX XXXX XXXX XXXX XXXX, Oh. XXXX. 
XXXX : XXXX XXXX. Payable through XXXX, XXXX XXXX, XXXX. Dated XXXX XXXX. It had a letter, Customer Service Evaluation Assignment. Was told to buy XXXX cards totaling {$1500.00} and email completed report XXXX. I was to confirm STRICTLY by text it said to - ( XXXX ) XXXX when I received the check. I didn't buy the cards for the second check because I was having problems finding eBay cards. It was a good thing because by this time my bank had returned the XXXX check saying it was an altered/fictitious check. So nothing happened because I didn't complete the task, but from the first check, XXXX I had bought the cards after Wells Fargo cleared the check. Then it came back and put my account in the whole by XXXX. The gift cards I bought of course didn't have any money on them. Even though I put {$500.00} on each. I immediately called the bank and told them what happened. They made a claim. I then received my monthly child support payment direct deposit of {$300.00}, well the bank took my payment to cover the negative balance. I received my paycheck on XX/XX/XXXX by direct deposit because my boss didn't want to cut me a check. Even though I explained my situation so the bank took my check of {$140.00} for the negative balance. I hadn't heard anything from the bank and went to my local branch to speak with someone explain what happened but they couldn't help me in person because at the time I didn't have my driver 's license due to the emergency room not returning it. So I was instructed to call customer service. I tried telling my story all over again and was told to make another claim for my child support payment. No one helped me when I asked about making a police report. The lady in the bank nor customer service was very clear or helpful in regards to the matter. Then last Friday, the XXXX of XXXX I received another child support payment by direct deposit for {$400.00} and you know Wells Fargo took the payment again. Bringing my total to {$840.00} between XXXX child support payments and one payroll check. I've spoken to Wells Fargo 's claim dept and they said I'm still liable for the money that the one check out my account in the negative. Of course I can't close my account because it has a negative balance is what I was told. So that means any direct deposits made to my account will be taken by the bank until it's cleared. Leaving me with a - {$400.00} and something left to pay before my account is cleared. I don't know how to get my money back. Which I really need at this time because I just had to move, but I don't have any money. I'm a single mother of twin XXXX yr old boys. I only work part time currently and as of today, XX/XX/XXXX I'm homeless because of this horrible mess! I opened my checking account in XXXX with Wells Fargo and this is the first time I've ever had any issues or even my account with a negative balance. Please help!!!

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