Consumer complaint received 2021-02-13
Company: WELLS FARGO & COMPANY
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
Good afternoon I have been told to pursue a new complaint against Wells Fargo.The owners of XXXX XXXX wrote me a check in XX/XX/XXXX. I deposited it electronically. In XX/XX/XXXX, Wells Fargo did not honor that check. XXXX says I must go to Wells Fargo to get this straightened out. I have contacted my former employer XXXX XXXX about this. XXXX XXXX, owner of the XXXX, has not responded since early XXXX. Here is the information from the prior complaint .... Please let me know if you need anything else. 
I don't know if they stopped my paycheck. I don't know why Wells Fargo reversed my transaction 4 months later. It has been two months since I lost this money 6 months since I earned it. 

Complaint # XXXX We received your complaint. Thank you. 
We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. 
YOUR COMPLAINT Hello. My complaint is against XXXX XXXX XXXX XXXX. Here is the timeline of what happened. XX/XX/XXXX. I deposited {$1300.00} by draw from work to XXXX VIA on Line App. XX/XX/XXXX. My truck is broken into. Wallet is stolen with debit card and documents. Break in and fraudulent debit card activity was been reported to XXXX. Debit transaction reversed. XXXX i also my insurance company and they paid property claim. XX/XX/XXXX. I receive a call from XXXX, XXXX  XXXX. XXXX XXXX had arrested a man with my ID over the weekend. I gave them permission to press charges and shared XXXX PD report number with them. XX/XX/XXXX XXXX Reverses my initial deposit and debits my account {$1300.00} because of fraudulent activity that had already been reported. I report all information to XXXX and they ay they will resolve in 10 days. XX/XX/XXXX XXXX reports that they find no fraud and I need to go after the criminal, even though they have police reports. I explain that I do not understand how my account deposit is not protected. They tate that electronic deposit are not FDIC insured and it not there responsibility to protect and help with personal fraud. 

STATUS Company responded on XX/XX/XXXX RESPONSE TYPE Closed with explanation Company 's Response Date of response : XX/XX/XXXX. We are responding to the concerns about the XXXX XXXX XXXX XXXX  XXXX XXXX XXXX you outlined in your correspondence to the Consumer Financial Protection Bureau regarding fraudulent activity involving your XXXX XXXX checking account ending in XXXX, and a deposit you made into your checking account. The XXXX can only respond about XXXX accounts. The XXXX is unable to address your inquiry about your insurance claim, as this pertains to an insurance product. The XXXX was notified that the appropriate party reviewed and responded to you about this matter. Our records show that on XX/XX/XXXX, a check in the amount of {$1300.00} was deposited into your checking account ending in XXXX via XXXX @ XXXX. The Remote Deposit Capture ( RDC ) Agreement states that Upon your receipt of a confirmation from XXXX that we have received the image of an item, you agree to prominently mark the item as Electronically Presented or VOID and to properly dispose of the item to ensure that it is not represented for payment. On XX/XX/XXXX, your debit card ending in XXXX was used at XXXX for a transaction in the amount of {$43.00}. The same day, another debit card authorization in the amount of {$20.00} was processed at XXXX. On XX/XX/XXXX, you contacted XXXX and stated your debit card was stolen. The representative correctly reported the two debit card transactions as unauthorized and requested a new card be sent to you. Later that day, two provisional credits for the two XXXX transactions posted to your account while the fraud investigation was being conducted. On XX/XX/XXXX, a Reverse Duplicate Deposit debit in the amount of {$1300.00} debited your account. The reason stated was a duplicate deposit of the check. A letter advising you of this action was mailed to your primary mailing address. You spoke with a representative that day and were advised that the check was cashed at another financial institution. You stated your truck was broken into and multiple documents were stolen. The representative correctly initiated a fraud report. On XX/XX/XXXX, you spoke with another representative who explained that XXXX XXXX can not act on the duplicate deposit, as the physical check was presented to the external institution, and the check is considered non-negotiable. Mr. XXXX, XXXX sent you a letter on XX/XX/XXXX, stating that the dispute filed on XX/XX/XXXX, was completed, and the temporary credits were now considered permanent. XXXX XXXX, of our staff, was unable to reach you by phone ; however, she determined that you were correctly advised that XXXX XXXX can not act on the reverse duplicate deposit. If you have any other questions, Ms. XXXX remains available to assist you. Thank you for the opportunity to review your concerns and respond to you.

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