Consumer complaint received 2023-04-26
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
Summary We pay monthly fees to our condominium management association from our Wells Fargo checking account using XXXX and Bank XXXX XXXX. When our payments are sent, Wells Fargo bank prints a paper check and sends it by mail to the condominium. The condo association deposits the check into their bank account as usual. We have followed this process for years and it has always worked correctly. 

That said, our condo association recently informed us that they did not receive our payment for XX/XX/XXXX. They provided me their record of payments received, photocopies of our checks from other months before and after XXXX, and confirmed with their bank that our payment for XXXX had not been received or deposited. I have attached photocopies of the other canceled checks as examples, to show that there is a canceled paper check for each payment. I have also included a copy of our XXXX payment transaction from the Wells Fargo website. 

By all indications, the payee did not receive our check for {$750.00} and they are requesting payment. Nevertheless, Wells Fargo has deducted the funds from our account and insists that the transaction was completed. However, Wells Fargo can not produce a copy of a canceled check to support Wells Fargos claim. 

Wells Fargo has deducted {$750.00} from our account even though payment was never received by the payee. Wells Fargo must either provide proof the funds were paid to the payee or refund the amount back to our checking account. 

History XX/XX/XXXX The Bill Pay payment made in XXXX was expected to be received by this date. 
XX/XX/XXXX I was informed by the condominium management association that, after a review of their books, our payment for XX/XX/XXXX was never received. 
XX/XX/XXXX I spoke with Wells Fargo employees at my local branch, asking for a copy of the canceled check. They suggested that I call the Wells Fargo XXXX support phone number. I did, and they opened a request for a copy of the check and said that it would be mailed to me soon. 
XX/XX/XXXX I received a message from Wells Fargo in XXXXXXXX XXXX Messages saying that my payment was processed as requested. Wells Fargo did not send the promised copy of the canceled check or any other supporting documentation. 
XX/XX/XXXX I called Wells Fargo and asked again for a copy of the check. The customer service representative transferred my call to a supervisor. The supervisor escalated the case to a higher level of support. 
XX/XX/XXXX I received a generic email from Wells Fargo acknowledging the case was open and that they will respond within ten business days. 
XX/XX/XXXX I received another email from Wells Fargo saying they are currently reviewing the claim. 
XX/XX/XXXX After a month, Wells Fargo had still not responded. I called the contact listed in XXXX XXXX email ( XXXX, XXXX, ext. XXXX ) and left a voice mail. No one called back, so I called her again and left another voice mail. 
XX/XX/XXXX I called again and spoke to XXXX. She said is contacting XXXX, the Fraud & Claims investigatoXXXX who is working on this claim. She said XXXX will call back in XXXX hours. 
XX/XX/XXXX After three days, XXXX did not contact me. I did not have contact information for XXXX, so I call I called XXXX and left a voice mail. 
XX/XX/XXXX No one called back yet, so I called XXXX again and left a voice mail. 
XX/XX/XXXX Still no call back. I called XXXX again and left another voice mail. 
XX/XX/XXXX I called again and spoke to XXXX. She said she had not returned my earlier calls because she was out of the office. She has emailed XXXX again and said I should receive a response by end of business tomorrow.

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