Consumer complaint received 2022-07-07
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
This letter is from XXXX XXXX  located in the XXXX XXXX XXXX XXXX and this is a complaint letter about Wells Fargo who we currently bank with. Last year in the month of XXXX, an unknown individual was able to cash our company 's check causing us to lose out on thousands of dollars. We made the report right away but Wells Fargo never contacted us regarding the fraudulent checks. The lack of communication from Wells Fargo is making it impossible for us to get a reimbursement. Below I will attach copies of the fraudulent checks and I will include details on the situation that we're having with Wells Fargo. 

XXXX XXXX XXXX XXXX XXXX who is the signer of the company 's account, went to the local Wells Fargo branch in the XXXX XXXX XXXX  XXXX last year in the month of XXXX. He spoke with XXXX who is the local branch customer service representative and gave XXXX copies of the fraud checks. XXXX went to the local branch several times to speak and to provide XXXX with a total of 6 checks. The local branch couldn't do anything about it so XXXX had to send the copies of the check to the Investigation Department located in Arizona. She said she made the report but we never heard back from either local Wells Fargo branch or investigation department. 

XXXX XXXX, XXXX Ten months have passed by and we did not get a response. We were wondering how long we have to wait to hear back from them. I made a call to Wells Fargo customer service helpline to follow up on the case. She asked me to provide her with the check number, name of payee, date, and amount of each check which was provided to XXXX ten months ago at the time it happened. So she can forward it to the investigation department again and it was going to take 10 business days to get a response. 

-Between XXXX XXXX XXXX XXXX received a call from a lady from either North or South Carolina informing us that she only found 3 fraudulent complaints out of 6. ( We actually reported 6 fraud checks last year in the month of XXXX but she only reimbursed 2 ). She said that only 2 fraud checks were reimbursed out of the six checks because she says it was " reported late ''. 

XXXX XXXX, XXXX I made a call to Wells Fargo XXXXs local branch and I spoke with XXXX. XXXX actually recalls seeing XXXX XXXX in their local branch back in XX/XX/2021. I told XXXX about what was going on and I provided XXXX with the check details because XXXX who is the local branch manager, wasn't available. XXXX was only able to retrieve information from me, only the branch manager could help resolve the issue if not I was told by XXXX it was going to get escalated to the Executive Manager. Also, I asked XXXX how check number XXXX, which was issued to an incorporated company, was cashed with no endorsement. XXXX told me that anybody can cash a check through the ATM without necessarily having a signature on the back of the check. This makes me feel that it is very unsafe to bank with Wells Fargo. 

XXXX XXXX, XXXX-We received a call from XXXX the local branch manager letting us know that the claim for check XXXX, which was issued to our property management The XXXX XXXX XXXX was rejected because the claim was not reported on time ( which is impossible because this check was reported to XXXX the local branch customer service representative with the other 2 checks that were reimbursed ). He then mentioned to us that he was going to try his best and escalate this to the Executive Manager to see what can be done. 

XXXX XXXX, XXXX I received a call from XXXX the local branch manager. XXXX informed me that the reimbursement for check number XXXX ( was denied and there was nothing he could do because XXXX said it was " reported late '' ). However, XXXX advised me to call Wells Fargo Fraud Department to make a claim on the other three checks which are check number XXXX and XXXX. If it gets denied, XXXX asked me to call him so he can help us get a reimbursement since we've been loyal customers for more than 5 years.

After talking to Wells Fargo regarding the 6 fraud checks, they have not reimbursed us for 4 fraudulent checks. I will attach copies of the 4 remaining checks that need to be resolved. Every time we go to Wells Fargo local branch to tell them about every fraudulent cashed check, they always say nothing can be done in their branch and copies of the check had to be sent to the investigation Department in Arizona. We took action and reported every fraudulent check that was cashed to the local Wells Fargo in the XXXX XXXX XXXX  XXXX right away therefore Wells Fargo should've reimbursed us the money with no excuses.

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