Consumer complaint received 2020-08-19
Company: WELLS FARGO & COMPANY
State: NC
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Confusing or missing disclosures

Complaint:
Requesting assistance getting {$15000.00} from a cashiers check I put a stop payment on with Wells Fargo Bank. 

XXXX-I got a Cashiers check to pay off my mortgage with XXXX XXXX XXXX. Due to not having the account number on the cashiers check ( it was recommended by XXXX to cancel the cashiers check ). The cashiers check was stopped on XX/XX/2020 and was told I would have to wait 45 days to get the cashiers check reissues or reimbursed. 

XXXX-I received a certified letter from XXXX indicating the cashiers check was dishonored by Wells Fargo and alerting me to make my payment within 30 days. I called Wells Fargo at this time I was informed I would have now have to wait 90 days to get the money reimbursed. 

XXXX-I made a wire transfer from Wells Fargo to XXXX with the payoff amount : {$15000.00}. I was charged {$30.00} for this transaction. 

XXXX sent me my home title a few weeks later. After 90 days I called Wells Fargo asking for my money. On XX/XX/2020 I sent an email to XXXX XXXX, Personal Banker II. I communicated with him by phone and email, several times. I was asked to get a legal copy of the cancelled cashiers check since XXXX attampted the deposit. I called XXXX and was given verbal confirmation that the check was destroyed. 

XXXX I called XXXX and was informed XXXX is no longer operational and were unable to provide me with any further documentation. 

XXXX-I informed Mr. XXXX XXXX is no longer in operation. ( Copies of communication with Mr. XXXX will be included ). Mr. XXXX responded to the email and ccd XXXX XXXX, Branch Manager. A complaint on my behalf was opened. 
I received a call from Wells Fargo but felt uncomfortable and didnt verify my identity with the caller over the phone. 

XX/XX/2020 I set up an appointment with Mr. XXXX for XX/XX/2020. 

XX/XX/2020 @ XXXX I went to Wells Fargo on XXXX XXXX. Mr. XXXX informed me I would be charged .01 % fee, then he went to see the manager and said I would be charged fee of 2.2 % to get my money back. He went to meet with the manager, I was left waiting for over 30 minutes and I told the secretary I wasnt feeling well and left. 

XXXX-Several other emails with Mr. XXXX. 
Another claim was done with the corporate office resolution specialist. I was contacted and was told I would have to wait 3 yrs before I could get my money back. 

They requested I have a copy of the cashiers check and I showed them the letter from XXXX that the cashiers check they tried to process was dishonored and gave them a phone number to call to get verbal confirmation that the check was destroyed. They still told me I had to have a copy of the cashiers check from XXXX, THIS IS SOMETHING WELLS FARGO SHOULD HAVE ON FILE SINCE XXXX RAN THE CASHIERS CHECK AND THERE IS ALWAYS IMAGES CAPTURED OF ALL CHECKS THAT ARE PROCESSED. 

No written documentation of any clause or laws related to why they are entitled to hold my money or why they have the right charge me to have my money returned to me. Cashiers checks are not valid over 180 days and its been well over 180 days. As per Wells Fargos policy I should have had the cashiers check refunded or reissued. On the Cashiers check receipt it states, If this instrument is lost, stolen, or destroyed, you may request cancelation and reissuance. 

Attached are the following documents : 1. Receipt of purchase of cashiers check 2. Letter from  XXXX stating the cashiers check WAS dishonored from Wells Fargo.

3. Written communication of cases I opened with Wells Fargo and emails with personal bankers.

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