Consumer complaint received 2017-07-08
Company: WELLS FARGO & COMPANY
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My local Wells Fargo bank branch XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ, XXXX Phone : XXXX The following narrative is to document the facts and events pertinent to the unauthorized withdrawal and disbursement of funds from my personal checking account, by Wells Fargo bank. <P/>On XX/XX/XXXX, I deposited to my Wells Fargo checking account, my paycheck from XXXX XXXX XXXX : Check date : XX/XX/XXXX Check amount : {$320.00} I chose to use the Wells Fargo Mobile App, which is advertised ( as safe ) and approved by Wells Fargo for a number of banking activities, including check deposits. This process involves signing the check being deposited and then taking a picture, both front and back, and sending the images to Wells Fargo. <P/>Please note that this deposit is not being disputed by Wells Fargo, as can be confirmed by the accompanying letters, sent to me, by Wells Fargo, on XX/XX/XXXX & XX/XX/XXXX, along with Wells Fargos own bank records. <P/>The full amount of the deposit, {$320.00}, was credited to my checking account, on the same day ( XX/XX/XXXX ). <P/>Approximately one week later, I learned that my checking account was overdrawn. When I looked into the details of the problem, I learned that my account balance had been reduced by exactly the amount of my paycheck. Further investigation and inquiries revealed that some number of days after I made the mobile deposit, I had apparently lost my signed paycheck and it was fraudulently presented for cash or deposit by someone else, who apparently had found the lost paycheck. <P/>Wells Fargo either can not or refuses to disclose the details of the fraudulent transaction ; however, according to their written correspondence to me, the physical check was presented through XXXX XXXX XXXX XXXX by someone on XX/XX/XXXX ( a full five days after Wells Fargo had accepted my valid deposit ). <P/><P/>On XX/XX/XXXX, 13 days after accepting my valid deposit, Wells Fargo chose to remove funds from my account without my permission or knowledge, in order to cover this second demand for payment against the same check, which clearly should have been rejected. <P/><P/>I have talked with Wells Fargo representatives several times, both at my local branch and at the XXXX XXXX XXXX branch. The summary of these conversations follows : 1. On XX/XX/XXXX, I  went to the Wells Fargo XXXX XXXX XXXX branch I was told that the check was posted twice and that I needed to get another copy of the check to settle the matter. <P/>2. On XX/XX/XXXX, I went to my Wells Fargo home branch ( XXXX XXXX XXXX ) Wells Fargo employee, XXXX XXXX, started an in-company fraud case. XXXX XXXX told me that it would take a maximum of 10 days, but more likely three to four business days to get my money returned. <P/>3. On XX/XX/XXXX, I went to my Wells Fargo home branch I asked for updates on my case and the date that my money would be returned. I was now told that they would either mail or Email their decision 4. On XX/XX/XXXX & XX/XX/XXXX,  Wells Fargo Online Customer Service sent me two letters. I actually received and read them on XX/XX/XXXX. Both letters essentially said the same thing. They both said that the funds were removed from my account due to a second negotiation involving the same check. Both letters acknowledged that this second transaction occurred on XX/XX/XXXX ( five days after they had accepted my valid deposit ).
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5. On XX/XX/XXXX, I went to my Wells Fargo home branch Spoke with XXXX XXXX, who said that he was shocked that the case was still lingering. XXXX XXXX made a couple of phone calls to other Wells Fargo offices. He then told me that he would call me with the answer within 24 hours. <P/>6. On XX/XX/XXXX, I wrote an Email to Wells Fargo Customer Service concerning the excessive length of time it was taking to receive an answer. <P/>7. On XX/XX/XXXX, I received a communication from Wells Fargo Customer Service ( via the Wells Fargo Messaging Center ) They said that because XXXX XXXX XXXX had received the physical check, Wells Fargo would not return the funds they had withdrawn from my account. They also said that I should call XXXX XXXX XXXX for further details. XXXX XXXX ( from my home Wells Fargo branch ) called me later to say essentially the same thing and that I should call the police to open an investigation of fraud. <P/>Note that a call to XXXX XXXX XXXX was completely unsuccessful as they will not discuss this issue with me, since I was not a XXXX customer. <P/>8. On XXXX XXXX, XXXX, I went to my Wells Fargo home branch, once more, with a friend We met with Wells Fargo employee XXXX XXXX and showed her this write-up ( mostly complete ) of the issue. We also asked for her contact information, as well as, the name, title and contact information of the Wells Fargo employee that should be contacted by the three agencies to which this complaint would be sent : Better Business Bureau, AZ Attorney Generals Fraud office and the Consumer Financial Protection Bureau ( CFPB ). <P/>She was hesitant to provide us with even her own contact information, so we took one of her business cards ( which was provided on her desk for customers ). Since she refused to provide the contact information of her branch manager, I am including only her information as follows : XXXX XXXX XXXX, Personal Banker, XXXX ID : XXXX. <P/>It is interesting to note that the only Wells Fargo contact information that she did provide was a business card for Wells Fargo Customer Service, which she attempted to call, during the conversation. She appeared to have to redial a different number, since she was not connecting to the desired department or person. <P/>In the end we waited ten to fifteen minutes while she was on hold, waiting to speak to Costumer Service. We told her to not bother, since it was already clear ( from previous conversations/correspondence ) that Wells Fargo had made their decision to not return my funds. <P/>We informed her that her contact information would be used on the complaint forms to be submitted and that she could redirect any inquiries, as she desired. <P/><P/>I am asking for your help in receiving the funds from my paycheck that Wells Fargo chose to take from my checking account, after my deposit. <P/>Please feel free to contact me for any further information or directions on how I should proceed. Thank you, in advance, for any help that you may be able to provide in this matter.

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