Consumer complaint received 2019-04-15
Company: WELLS FARGO & COMPANY
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
Backstory : I was selling a couch, and found a buyer who wanted to pay me for the couch plus extra for the cost of movers who would be picking it up ( wanted me to pay movers ). I realized this could very well be a scam, and asked that payment be provided prior to me sending any money. 

A check was provided and I submitted the check via mobile deposit into my account for {$1700.00} on XX/XX/2019, and the check cleared and posted to my account on XX/XX/2019. 

Complaint : I was still not certain the funds were available ( although I saw them post ), and called Wells Fargo to confirm these funds were secure. The agent on the phone confirmed that there was no risk of these funds being unavailable, which gave me the comfort to send the payment to the " movers ''. I sent the {$1300.00} to the movers and kept the {$400.00} for my couch. 

However, on XX/XX/XXXX I saw that the full check amount ( {$1700.00} ) was being returned from my account back to the sender. I was confused as I was told these funds were secure in my account, and called Wells Fargo back to find out what was happening. 

Complaint Cont : My call was escalated to someone in management who confirmed that even after checks clear / post to an account, they can still be returned ( this is mind blowing to me that the US banking system has such an archaic clearing system to allow for this - but that's another story ). He also confirmed that he would leave a " note '' for the Wells Fargo agent who gave me false information that my funds were secure, and told me that I should've contacted the bank where the check was coming from to confirm that the account was active and had the funds available. I told him that there is no way a bank would give me that information, and he said that they get calls like that all the time and provide confirmation. THESE TWO COMMENTS ARE CRAZY TO ME ... 

1 ) I am not a banking institution and should not be responsible for checking the status of someones account at a separate bank to confirm availability of funds ( FYI - I did contact the sender 's bank and, as expected, they did not give me their clients account info ). 
2 ) For him to say that Wells Fargo gets calls about their clients info and provides confirmation to others is absurd. Is my information being given out freely to anyone who inquires? 

I asked that all of my account recordings and notes be provided to me, and was told that a subpoena would be needed to make that happen ( which I am considering ). Furthermore, I was charged {$12.00} for the return check fee after I had lost {$1300.00} of my money because of a mistake made by Wells Fargo. 

I am well aware of the fraudulent ways that Wells Fargo has made its money in the past, but this was real money that was taken from my real bank account, and not a fake account opened by a Wells Fargo employee in order to hit their target. The lack of care and subsequent confirmation that my account information was not being kept confidential is outrageous. 

At this point it's not about the money but rather the lack of responsibility from Wells Fargo for the misinformation provided by their team and the lack of respect for my personal information that is apparently being made available to inquiring minds.

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 non-monetary relief