Consumer complaint received 2023-03-10
Company: WELLS FARGO & COMPANY
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
I am writing to request any assistance you can provide in resolving my mail fraud case and restoration of my {$14000.00} in stolen checking account funds. Per your instructions, I have filed a separate complaint regarding XXXX so this complaint is specific to Wells Fargo, the bank that cashed the fraudulently altered check. Please note I have not contacted Wells Fargo, as I do not have that information and XXXX will not provide it to me. However, per XXXX that have repeatedly reached out to Wells Fargo and have not received a response. I imagine contact from the CFPB might get the attention of Wells Fargo and motivate them to respond. I also imagine I am not the only consumer with a bank waiting on a response from Wells Fargo or XXXX. 

I was a victim of mail check fraud in XXXX XXXX, as a result of the armed theft of XXXX XXXX from U.S. Mail carriers in the XXXX region XXXX As the first anniversary of my theft approaches, I am still awaiting restitution of the {$14000.00} in stolen funds from my XXXX bank account. Per XXXX, they are still waiting to hear from Wells Fargo, the recipient bank that cashed my fraudulently altered check and, since Wells Fargo does not have any real presence in Ohio, this if further complicating the timely resolution of my case, per XXXX. I have also been told by XXXX that there are no rules regulating timeframes for the banks to respond. However, as a customer, I had 20 days, per XXXX policy, to respond and prove the fraud or I would lose all future rights to any claim or restoration of my funds. I have complied with all of XXXX 's request for information and filing of XXXX Police and Inspector General reports and within the 20 day required timeframe and all of these documents have been provided to XXXX on XXXX XXXX XXXX 

It has been challenging to receive any detailed information about my case, anticipated timeframes or even additional actions I can take as a consumer on my behalf, including where to complain. While everyone at XXXX has been cordial and sympathetic, that has clearly not resulted in the expeditious restoration of my fraudulently stolen funds and has not moved Wells Fargo to respond to XXXX. 

My request is full restoration of my funds with interest by XXXX XXXX XXXX, which, as I understand it, requires Wells Fargo to respond and work with XXXX. The XXXX reference number for my case is XXXX. The checking account # is XXXX. 

In addition, expanded Federal regulations that will better protect consumers, improve transparency about this issue and mandate timeframes for responding, communicating and restoring stolen funds appears to be needed. In an ideal world, the Banks would step up to do this in the interest of customer service but I am doubtful that will occur without further Federal intervention. 

Please let me know what additional information you may require and I am best reached on my cell ( XXXX ) XXXX. Thank you in advance for contacting Wells Fargo.

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