Consumer complaint received 2022-02-24
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/XXXX I wrote a check to a contractor who was installing artificial grass at my home in the amount of {$800.00}. This was check number XXXX drawn on my XXXX checking account ending in XXXX. The check was cashed and my account was debited for the {$800.00}. Fast forward to XXXX of XXXX. The same check was deposited again for a second time. The check had obviously been altered on the face to change the date and check number, the micro encoding at the bottom of the check was not altered. Accordingly the computer processing the check read the check number as XXXX, ( again ), and paid the check for the {$800.00} for a second time. A copy of both the original and the altered check are attached to this complaint. I immediately went to XXXX and told them what had happened. Since I had written several checks to this same contractor, we closed that account to prevent this from happening a second time. Meanwhile the same contractor did the same thing with a check I had written to him from my Wells Fargo account in the amount of {$2000.00}. I also informed Wells Fargo who returned the money to my account the next business day and we closed that account as well. Initially I didnt know that the depositing institution where the perpetrator was depositing the checks was Wells Fargo XXXX 

I met with XXXX banker XXXX XXXX, XXXX, immediately in XXXX and filed a complaint/claim. This initial claim was lost by XXXX and I was asked to file another claim on XX/XX/XXXX. A copy of this claim is attached. After 5 months had passed and numerous inquiries with XXXX, I called and spoke to XXXX XXXX at XXXX ext XXXX regarding complaint XXXX ; I was now being told that the check had been deposited into a Wells Fargo account and if Wells Fargo didnt give the money back to XXXX, I would be out-of-luck and would not get my {$800.00} back. XXXX then gave me a Wells Fargo phone number and a complaint number. I was told I should call Wells Fargo since there was nothing XXXX could do. 

I called the Wells Fargo Exception Payment Dept at XXXX and inquired about XXXX ; I was told by Wells Fargo that they do not talk to customers and that XXXX should not have directed me to call them. They would only speak to XXXX directly. That being said, they did tell me that it was actively being researched and they had received the claim on XX/XX/XXXX. I am now writing this on XXXX XXXX, XXXX. How long does it take to research something that is so obvious? 

I am upset that XXXX paid a check twice. I understand that the check had been altered on the face, but XXXX did not know that since the encoding and my statements showed XXXX paying check XXXX twice for {$800.00}. I am also upset with Wells Fargo for accepting a check that is OBVIOUSLY ALTERED and submitting it to XXXX. Remember the same perpetrator also tried to steal {$2000.00} from my Wells Fargo account in the same manner which Wells Fargo immediately put back in my account. I also know that this same perpetrator deposited checks from some of my other neighbors. This was not an isolated event and Wells Fargo should have been on notice that their customer was scamming people and depositing the money in their bank.

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 non-monetary relief