Consumer complaint received 2022-02-08
Company: WELLS FARGO & COMPANY
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
There is an ongoing issue regarding XXXX missing payments which I detailed in prior CFPB complaints, unresolved to date. The payment amounts include {$5100.00} and {$690.00}, both sent to prior address after I moved, intercepted and cashed by person ( s ) now residing at old address or a relative with similar name. An affidavit was sent in regarding both payments, investigated by Wells Fargo Treasury XXXX XXXX XXXX, both items denied according to my claim rep, XXXX XXXX. Prior, numerous calls were made to Treasury XXXX XXXX XXXX regarding status, was told resolved and referred to maker which is Wells Fargo, reached out to XXXX XXXX whom in turn referred me back to Treasury XXXX XXXX XXXX which is a run around... Prior to this, numerous calls made to Wells Fargo XXXX XXXX as well as XXXX XXXX XXXX, was either referred to XXXX Settlement which has nothing to do with payments in question or a case is opened in which case, rep replying refers to items as cashed or refers to prior replies which state the same, items cashed ... As stated above, items were cashed fraudulently and needless to say, no funds received.. Most recently, I've been attempting to resolve matter by reaching out again to XXXX XXXX, specifically a manager, as well as manager in fraud claims, unable to reach anyone. I spoke with XXXX with XXXX XXXX, on XX/XX/XXXX, the company whom administers the XXXX XXXX, he confirmed missing payments, amounts of {$5100.00} and {$690.00} are not issued from their company, they are issued from XXXX. Also, the remediation program is in no way affiliated with XXXX and or XXXX XXXX. Previously, I was attempted referred to XXXX XXXX by numerous Wells Fargo reps in XXXX XXXX as well as XXXX XXXX  XXXX, which is a mere run-around. On XXXX, I spoke with Wells Fargo XXXX Assistance, was told claim resolved in amount of {$690.00}, I then reach out to XXXX XXXX, was advised it was denied... According to XXXX, bank check was cashed at, they do not show denied, they show funds removed from account cashed with, which is contrary to what XXXX XXXX shows... I spoke with XXXX again on XXXX, verified cashing bank is XXXX, attempted to advise him what he told me yesterday regarding check does not appear to match up with what XXXX shows on their end, he advised nothing he can do on his end and claim was denied with fraud department. I then attempted to reach XXXX in XXXX XXXX, rep whom was handling prior complaint with CFPB, was told he is unavailable, left message with Wells Fargo rep including information from XXXX. I attempted again today, XXXX, to reach XXXX, was told by rep he is not taking calls and claims to have replied numerous times prior in which case I do not know if he refers to himself and or other reps, his name is not familiar. I then left a message for a manager/team lead to call back..I called again on XXXX attempting to reach manager/team lead, spoke with a XXXX and was told person is not XXXX, left another message to call back.. It appears my calls will not be returned, Wells Fargo reps will not move on this matter, despite information showing funds from XXXX item returned back to Wells Fargo as attached letter shows.. Further, I was told affidavit not filled out correctly, according to XXXX XXXX XXXX which does not make sense because both items were investigated, as far as I know, denied by fraud.. I attempted to clarify, was told by XXXX his involvement ended in XXXX, which I believe is when Wells Fargo XXXX XXXX ended... It appears Wells Fargo is refusing to take any action, aside from stating checks cashed, even though fraudulently, after their program ended and they believe they do not have to honor their commitment to my for these payments.

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