Consumer complaint received 2019-08-19
Company: WELLS FARGO & COMPANY
State: VA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
Complaint Wells Fargo – Claim/Check Fraud Claim Dept. Deceptive and Abusive Practice on MeXX/XX/2019 Summary:Claim/Check Fraud Claim Department in Wells Fargo (W.F.) hold my money taken out of my Wells Fargo checking account supposed to pay XXXX for 55 days (from XX/XX/2019 to XX/XX/2019) without informing me; ruined my credit reports and FICO  scores, caused me financial loss, stress, health problem, and huge amount of time spent disputing against XXXX  and three credit bureaus without knowing the W.F. Claim/Fraud Claim Department had my money in their hands all the time.  On XX/XX/2019, when I was checking other item in my W. F. checking account, as I don’t check my checking account often, but only on the need basis, I indecently found that W.F. Claim/Fraud Claim Department sneakily put the money supposed to pay XXXX to my checking account with the date of XX/XX/2019 without informing me, ruining my life further as I called them to send the money to XXXX but they refused. Request the help from CFPB to reach the following:1.	Request W.F. Claim/Check Fraud Claim Department to send the originalXX/XX/2019 check electronically to XXXX, because it belongs to XXXX and authorized by me in XX/XX/2019 asap2.	Clean up the negative information in my credit reports caused by this in all three Credit Bureaus - XXXX, XXXX, and XXXX, to recover my FICO  scores to the previous XXXX  as exceptional3.     Put in writing what has happened in W.F. Check Fraud Claim Department for holding my money for 55 days since XX/XX/2019 I withdrew the investigation claim and authorized by me to pay XXXX  in XX/XX/2019, and keeping me in the dark; and send the writing to me and XXXX with apology4.	Compensate the time, stress, loss, and sufferings I have endured for this incident caused by W.F. Claim/Check Fraud Claim DepartmentDear Consumer Financial Protection Bureau:I am filing this complaint against Claim/Check Fraud Claim Department in Wells Fargo for its deceptive and abusive practice on me. They hold my money taken out of my Wells Fargo checking account for 55 days from XX/XX/2019 to XX/XX/2019 without informing me, which is supposed to pay XXXX.  Their dishonest and unfair practice has ruined my credit report and score, caused my financial loss, stress, health problem, and huge amount of time spent disputing against XXXX and three credit bureaus without knowing the W.F. Claim/Fraud Claim Department had my money in their hands all the time. The following is the timeline for what has happened so far: 1.	XX/XX/2019, Thursday: When I checked my W.F. checking account, I found there was the check #XXXX, which is not my check number, with $XXXX taken from my account on XX/XX/2019, which has no check image.  I called W.F. Customer Service line talked to W.F. representatives XXXX, XXXX, and XXXX, but none of them could see the check image either, and could not tell pay to whom either.  I could not recognize the check nor recall what it was at that time, and was afraid some fraud and asked one of the representatives what I should do.  XXXX  opened an investigation claim #XXXX for me. Also instructed me to call W.F. Claim Dept. the next morning because the Dept. was closed at that time onXX/XX/2019.2.	XX/XX/2019, Friday: a.	XXXX XXXX Called W.F. Claim Dept. talked to XXXX.  XXXX could see the check image and said it is from XXXX  electronic check.  She also advised me to follow up with Fraud Claim Dept. a few days late with the number of XXXX. Note: On XX/XX/2019I was told that this number is Claim Dept.’s, and Fraud Claim Dept. has no phone line with customers.b.	XXXX XXXX Called XXXX and talked to XXXX and XXXX, found out it was my XX/XX/2019purchase using XXXX   store card, and it was an electronic auto pay, but  I had never seen before, since I has always pay by personal check after I received the bill in mail from XXXX.  When I asked them why I have not received my XXXX bill in mail in June, they said they sent (I had never received) but would resent the bill to me again.  I also told them I had opened an investigation claim in W.F. and now needed to withdraw it, also suggest next time XXXX need to show at least “pay to XXXX” in electronic check to avoid the confusion like this.c.	After lunch called W.F. Claim Dept. talked to XXXX to withdraw investigating claim #XXXX. XXXX told me she withdrew and cancelled the claim.  When I asked her what else I need to do, she told me nothing I need to do because she withdrew/cancelled the claim already while we were talking over the phone.3.	XXXX, Friday: Called W.F. Claim Dept. XXXX talked to XXXX to follow up the withdrawing the claim. XXXX said the following:a.	The original investigation claim #XXXX was replaced by new claim #XXXXb.	New claim #XXXX  would need 2 days to finish the withdrawing process, XX/XX/2019, Friday, and XX/XX/2019, Mondayc.	Nobody from W.F. would take XXXX money since I requested withdrawd.	No need for me to call XXXX4.	Never heard anything from W.F. Claim Dept. or W.F. Fraud Claim Dept. any more since XX/XX/2019 after I talked to XXXX  over the phone.  There was no returning of $XXXX  coming back to my W.F. checking account either.  I believed the withdrawn/cancellation of the claim was done successfully.5.	XX/XX/2019, Thursday:a.	Got XXXX collector answering message on my home phone to collect money I owe them plus penalty with total of $XXXX I got shocked and did not know what has happened.b.	Called XXXX and talked to XXXX, XXXX, XXXX, and others, from Customer Services and deduct the money from my W.F. checking account, and without returning. XXXX  asked me to fax my pay information to XXXX Payment Research Team as the evidence, because they told me that XXXX did not get my money.  c.	XXXX XXXX, called W.F. and talked to XXXX that XXXX did not get my money.  XXXX opened a new claim #XXXX, to trace where my $XXXX taken from my W.F. checking account on XX/XX/2019  is.6.XX/XX/2019, Friday:a.	XXXX emailed me the warning: Three credit bureaus posting the negative information on my credit report with 30 days delinquency on XXXX store credit card, and XXXX also decrease my FICO  score from XXXX to XXXX  because of this information (I am the member of XXXX but not the other two.  I can only see the FICO  score drop in XXXX   but not the other two, but I believe the same range drop.)d.	XXXX XXXX, called W.F. and talked to XXXX for new claim #XXXX to trace where my money $XXXX taken from my W.F. checking account on XX/XX/2019 is since XXXX  said they did not get it.  XXXX told me she sent the my auto pay my money $XXXX taken from my W.F. checking account on XX/XX/2019 to the W.F. branch near me, and I can go to the W.F. Branch in person to fax it to XXXX.b.	Before or around lunch time, went to W.F. Branch near my home, the reprehensive young gentleman helped me to get the pay image (front and back) internally received and faxed to Attn: XXXX Payment Research Team with the fax #XXXX, also with a W.F. cover page for the fax.c.	XXXX XXXX, called XXXX Customer Service XXXX, and informed her my payment information had just faxed to XXXX. But she told me I need to call XXXX Credit Dept.d.	XXXX XXXX, called XXXX Credit Dept., Talked to XXXX  and XXXX, to inform them I faxed my payment info to XXXX, and requested stop the collector’s call from XXXX while the dispute was going on.e.	From XXXX XXXX to XXXX XXXX, researched three Credit Bureaus websites, contact information, and on how to open disputes with them.7.XX/XX/2019, Sunday:a.	From XXXX to XXXX XXXX, reviewed XXXX Information and detailed three Credit Bureaus 30 days delinquency information in XX/XX/2019 as reported.8.	XX/XX/2019, Monday:a.	Opened the dispute with XXXX online with dispute report #XXXX, saying I have already paid on XX/XX/2019.b.	Called XXXX at XXXX, waited almost one hour, and opened the dispute with XXXX with dispute confirmation #XXXX, saying I have already paid on XX/XX/2019c.	Called XXXX, waited almost one hour, and opened the dispute with XXXX  with dispute file #XX/XX/XXXX, saying I have already paid on XX/XX/2019d.	Sent by US Post Office mail the payment image of $XXXX  paid on XX/XX/2019 to three Credit Bureaus as the evidence requested by them9.	XX/XX/2019, Tuesday:a.XXXX XXXX called XXXX and talked to XXXX, and she told me that my payment was returned on XX/XX/2019, and transferred me to XXXX Dispute Dept. Told me: Dispute was pending, still investigationb.	Afternoon called W.F. Reconciliation/Correction Dept. and talked to XXXX.  XXXX said:1)	Claim #XXXX to trace where my XX/XX/2019 $XXXX was still open2)	Checked there was no returned $XXXX to my checking account3)	When I asked if it is possible that the $XXXX is in somewhere else in W.F., and I got the answer “No”.  4)	When I asked what else I can do for this, I was advised “sue [XXXX]”. 10.	XX/XX/2019, Wednesday:a.	XXXX XXXX called XXXX, waited for almost one hour, and talked to XXXX asking for dispute status update.  Answer: Pending.  Sent me the current Credit Report by mailb.XXXX XXXX called XXXX, waited for almost one hour, and talked to a young gentleman asking for dispute status update.  Answer: Pending.  c.	XXXX XXXX got XXXX email my dispute complete.  Logged in and saw all the negative info still there.  Submitted a new dispute online11.	XX/XX/2019, Thursday:a.	XXXX XXXX called XXXX Credit Dept. and talked to XXXX, was told XXXX gave me $XXXX credit back and now my balance is $XXXX.  Requested XXXX phone number and got the answer “don’t know”.  Requested XXXX to put the note of faxed payment info to XXXX  and to speed up the investigation where my payment is, into XXXX   system.b.	XXXX XXXX called W.F. Claim Dept. XXXX and talked to XXXX.  XXXX said:1)	The claim #XXXX to trace where myXX/XX/2019 $XXXX was had been closed2)	Based on the trace result, W.F. has not received $XXXX  returned from XXXX as XXXX claimed3)	W.F. is sending the payment check image information in mail to my home addressc.	Received XXXX billing statement letter in the evening, it still says that I owe XXXX $XXXX, which is different from what XXXX told me over the phone earlier today12.	XX/XX/2019, Friday:a.	XXXX XXXX called XXXX Credit Dept. and talked to XXXX and asked the bill statement letter I received yesterday evening, and the status of dispute and where my payment goes. XXXX: 1)	Ignore the letter because it is old2)	No dispute status update, and XXXX is still investigatingb.	XXXX XXXX called XXXX to ask dispute status and if they received my payment info by mail.  XXXX: 1)	Not received yet2)	No status updatec.	XXXX XXXX  called XXXX Credit Dept. and talked to XXXX.  XXXX:1)	Now sees my payment info received by XXXX in their system2)	Working on clean up to make the billing to $XXXX  balance3)	Updates my payment status so that Credit Bureaus can clean up the negative credit report4)	XXXX XXXX received XXXX letter requested me to fax my payment info again (W.F. faxed my payment info to XXXX  on XX/XX/2019 already)d.	XXXX XXXXM called XXXX Credit Dept. and talked to XXXX why I need to fax my payment info to XXXX again.  XXXX:1)	Received my payment info and now XXXX is still investigating, not sure why2)	Need to take 1-2 business cycle to solve3)	XXXX XXXX email to XXXX (XXXX) to tell them I have already faxed my payment info, need to know where my $XXXX goes, and clarification from XXXXe.	XXXX XXXX  faxed again my payment image front and back got from W.F. andXX/XX/2019W.F.’s fax cover page to XXXX fax #XXXX 13.	XX/XX/2019, Saturday:Online checked XXXX: a.	My FICO increased from XX/XX/2019’s XXXX  (decreased from original XXXX  because of the “delinquency” pay to XXXX   reported) to XXXXb.	Credit report shows delinquency is still in XX/XX/XXXX, but not in XX/XX/XXXX14.	XX/XX/2019, Sunday:a.	XXXX XXXX Online check XXXX update via XXXX: XXXX account bal: $XXXX, but still delinquency in XX/XX/XXXXb.	XXXX XXXX email from XXXX: Dispute Confirmation #XXXX complete but still showing delinquency and other negative info.  Called XXXX and talked to XXXX  to open a new dispute with confirmation #XXXX 15.	XX/XX/2019, Monday:a.XXXX XXXX online opened a new dispute with XXXX requesting remove delinquency and other negative info from credit reportb.	XXXX XXXX called XXXX Credit Dept. and talked to Smart and Credit Manager XXXX.  XXXX  setup a conference meeting with W.F. Claim Dept. XXXX, me and XXXX.  In the conference call, when XXXX asked XXXX has my XX/XX/XXXX payment to XXXX got reversal in W.F., XXXX  said twice “there is no Reversal”. XXXX also gave me the W.F. #XXXX  which is W.F. Claim Dept. number, if I ever need to follow up. XXXX  told me that she would report today’s conference meeting result to XXXX high-up management.c.	XXXX XXXX called XXXX  and talked to XXXX.  XXXX: My dispute file XXXX is still open and waiting for XXXX investigation resultd.	XXXX XXXX called XXXX and talked to XXXX to request to put the evidence that W.F. told XXXX Credit Manager XXXX   there is no reversal to W.F. for my XX/XX/2019 payment to XXXX in today XXXX XXXX conference call.e.	XXXX XXXX check dispute status with XXXX via XXXX  alert.  Negative delinquency still in, and account bal is $XXXX16.	XX/XX/2019, Tuesday:a.	Received XXXX Credit Report as of XX/XX/2019 in the mail. All the negative delinquency info still in and Account Bal: $XXXX, and Amount Due is $XXXXb.	XXXX XXXX called XXXX Credit Dept. XXXX  asking dispute status.  XXXX: XXXX Credit Manager XXXX will contact me for the result of XXXX  investigation17.	XX/XX/2019, Wednesday:XXXX XXXX I went to W.F. Branch near me in XXXX XXXX VA, in person, and talked to branch manager XX/XX/XXXX.  He called XXXX  Credit Dept. and talked to XXXX  lady representative with me sitting there.  XX/XX/XXXX verified that there is no returning of check from XXXX after I paid $XXXX to CitiBank XXXX.  Around XXXX noon time, XXXX faxed the same electronic check image to XXXX fax #XXXX, with cover page message: “$XXXX Paid from XXXX XXXX   electronically to XXXX on XX/XX/2019Check #XXXX.  Check was not returned to Wells Fargo”, per the request from XXXX on the phone.18.	XX/XX/2019, Thursday:XXXX XXXX called XXXX Credit Dept. and talked to XXXX Credit Manager XXXX about the dispute/investigation status.  XXXX XXXX is in the progress to clean up to get my account balance to $XXXX, and clean up the delinquency info, then inform three credit bureaus to clean up my credit reports, but the process takes time19.	XX/XX/2019, Friday: a.	XXXX XXXX called XXXX and talked to XXXX to request removing delinquency and other negative info from credit report, based on XXXX latest info, and account bal should be $XXXXb.	XXXX XXXX called XXXX and talked to XXXX to request removing delinquency and other negative info from credit report, based on XXXX latest info, and account bal should be $XXXX20.	XX/XX/2019, Saturday: a.	XXXX XXXXM got XXXX email saying the Dispute complete.  Online checked still see delinquency and account bal $XXXX   there.b.XXXX XXXX requested a new Dispute to be opened to clean up negative information from my credit report21.	XX/XX/2019, Monday: XXXX XXXX XXXX Credit Manager XXXX called me. XXXX:The following two credit bureaus will clean up the negative info in my credit reports and set account bal to $XXXX:XXXX: Control #XXXXXXXX Ref #XXXXStill waiting for XXXX22.	XX/XX/2019, Wednesday:a.	XXXX XXXX called XXXX Credit Dept. and talked to XXXX.  XXXX: XXXX will contact me by calling.  She is still waiting for the back office.  The dispute process has not solved.b.XXXX PM called XXXX and talked to XXXX after receiving email from them saying the dispute conf #XXXX  is complete, but the system still listing $XXXX account bal.  XXXX: open a new dispute conf #XXXX to clean upc.	XXXX XXXX called XXXX and talked to XXXX.  XXXX: still investigating, all the negative info still in credit report.d.	XXXX XXXX XXXX XXXX called me: she is still monitoring the dispute.  I told her the two credit bureaus credit reports are still not fully cleaned upe.	XXXX XXXX checked XXXX dispute online, still has delinquency and account bal $XXXX. Called XXXX and talked to XXXX opened a new dispute report #XXXX requesting clean up23.	XX/XX/2019, Thursday:a.XXXX XXXX looked my W.F. checking account for salary deposit, but incidentally found there is a “XX/XX/2019 +$XXXX” from W.F. check “Fraud Claim Credit”.  I was shocked and angry that W.F. Check Fraud Claim department has hold my money for 55 days in their hands in W.F. and kept me in the dark to cause me so much pain, time, and sufferings, and now they sneakily to put this money into my checking account using the investigation claim I withdrawn and assured the withdrawn by Claim Dept. in June, 2019.  This is totally deceptive and abusive on me.b.	XXXX XXXX called W.F. Claim Dept. and talked to XXXX about my finding.  XXXX: I am in the W.F. Correction Dept., and this belongs to Fraud Claim Dept., and then transferred me to Fraud Claim Dept. c.	XXXX XXXX talked to W.F. Claim Dept. XXXX  and requested W.F. Claim Dept. to send the original XX/XX/2019 check electronically to XXXX, because it belongs to XXXX and authorized by me in XX/XX/2019.  XXXX: No, we can’t.  You do.  She also read from notes in the system that the XX/XX/XXXX  withdrawn of the investigation was late and they have to continue.  When I asked her why W.F. Claim Dept. did not inform me all the time, and why XX/XX/XXXXis late, XXXX could not answer, then transferred me to Claim Assistant Center.d.	XXXX XXXX talked to W.F. Claim Assistant Center Specialist XXXX.  XXXX: Escalated to investigator to respond.  Will contact me within 3 hours.  Repeated my request asking W.F. Claim Dept. to send the original XX/XX/2019 check electronically to XXXX, because it belongs to XXXX  and authorized by me in XX/XX/2019, and got the answer no.e.	XXXX XXXX called W.F. Claim Dept. and talked to XXXX.  XXXX: Need to wait for investigator for 24 to 48 hours, not as XXXX said 3 hours.  Repeated my request asking W.F. Claim Dept. to send the original XX/XX/2019 check electronically to XXXX, because it belongs to XXXX and authorized by me in XX/XX/2019, and got the answer no.f.	XXXX XXXX called W.F. Compliant phone and talked to XXXX.  She created an Exe Office case #XXXX, and said I can contact them tomorrow.24.	XX/XX/2019, Friday:a.	XXXX XXXX called W.F. Claim Dept. and talked to XXXX who told me she is Debit Specialist but can listen and pass my message regarding my compliant.  She said based on the investigators email she just got “…it was too late to withdraw the investigation claim…”. When I asked why  XXXX withdrawn is too late, and why W.F. Fraud Claim Dept. hold my money for 55 days without informing me to cause me so much pain, time, and sufferings, she could not answer.  Repeated my request asking W.F. Claim Dept. to send the original XX/XX/2019 check electronically to XXXX, because it belongs to XXXX and authorized by me in XX/XX/2019, and not got yes answer.b.	6 PM called W.F. EXE Office and talked to XXXX for case #XXXX.  She listened but told me that my case is in the queue waiting, and there are “hundreds and thousands cases in front my case. Once it is my case’s turn, there will be assignment for as case manager, and she is not my case manager.  Each case needs 10 business to solve.”  Based on her information, I would need to wait for 2 more years to get my case processed – Huge disappointment if I could solve this within W.F.25.XX/XX/2019, Monday:XXXX XXXX W.F. Check Fraud Dept. XXXX called me: Her Dept. cannot send check to XXXX and I need to send the check to XXXX.I asked her why her Dept. hold my money for 55 days and kept me in the dark to cause me so much pain, stress, time, and suffering; why sneakily put the money in my checking account without informing me; why her Dept. ignore my authorized check to pay XXXX and withdrew the investigation claim in XXXX but continue holding my money for 55 days and then putting into my checking account without letting me know.  XXXX  cannot answer.I requested her to bring my two requests to her manager and W.F. Higher Management, as she said she cannot do these:a.	Request W.F. Fraud Claim Dept. to send the original XX/XX/2019 check electronically to XXXX, because it belongs to XXXX and authorized by me in XX/XX/2019, asapb.	Request W.F. Fraud Claim Dept. put in writing what has happened since XX/XX/2019 I withdrawing the investigation claim till now, to keep my money so long but keep me in the dark, and send to mec.	Comment from me: This deceptive, unfair, and irresponsible practice is hurting me the right as a consumer, causing me so much pain, stress, time, and suffering, and must be addressed and corrected immediately. Thank you very much.

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