Consumer complaint received 2019-12-02
Company: WELLS FARGO & COMPANY
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Lost or stolen check

Complaint:
Yes, on XX/XX/2019 I purchased a cashiers check for {$10.00} from my bank, Wells Fargo, in the amount of {$500.00}. I purchased this check as a deposit for an apartment/roomshare I planned to move into on XXXX XXXX in XXXX. I answered a classified online ad for the place and had a long conversation with XXXX XXXX, the man who posted the ad, we got a good feel for one another and arranged to see the place, sign a lease agreement for term of one year, and present him with the deposit of {$500.00}, rent to be paid upon move-in a few days following. I was presented with official copy of lease, working keys to the unit along with security codes for alarm and wifi. Following my move-in it became clear very quickly that I was scammed by that man and it turns out he rented the place from XXXX XXXX XXXX himself, then posted ads which myself and at least one other couple responded to, both of us falling for the scam and paying him. I filed a police report immediately with XXXX PD and the report number is : XXXX. The following morning I called the number on the check receipt to find out if it was cashed and if not to put a stop payment on the check since he stole it from me, hoping to get my deposit back because I would need it to find somewhere else to live. I was told after calling that the check had not been negotiated yet, however, despite time being of essence since a criminal could cash check at any time, that they can not stop it by phone and that I must report to a bank branch in order to stop it. This was on morning of Wednesday XX/XX/2019. I rushed to local branch and then waited nearly 30 min to speak to somebody. The woman I spoke to refused to help me with matter because when I filed the police report I gave officer my ID and misplaced it. Despite having an account there w/debit card and pin along with multiple forms of ID and my old DL which just expired, she refused to help. So I immediately went to DMV to buy new ID and filled out forms there and was awaiting my number to called when my misplace ID turned up. I immediately rushed back to bank branch where after waiting my turn again was helped by same woman ( can't recall name but she was a banker in first divided office ) .I was told right off the check still wasn't cashed so she made phone calls that kept her on hold for extended amounts of time while she was doing a lot of paperwork and such. After another hour perhaps when I thought we were finishing up, she said there is some sort of problem suddenly that needs 24 hour investigation and she will have to contact me the following day to come in and finish up. I was very upset and couldn't understand why they can't stop payment on it in meantime to prevent a crook from cashing it, thus aiding a crook to rip me off! So I wasted whole day and still no stop payment! Next day she calls me in late morning and makes appointment for me to come in and finish up, that everything is fine now. When I returned for appointment it was no longer with her but with XXXX XXXX, Banker. He apologized for my troubles with matter over and over and over again. After spending a couple more hours with him on the phone, on hold, with manager, signing papers, meeting with a notary and signing his book, finally when I thought we were all done, he tells me again there's a problem that needs investigating and didn't know how long it would take to resolve. He actually ripped up all the documents right in front of me and asked how he could reach me when he hears something. I was livid! 2 days wasted and still no stop payment! I asked to formally escalate and was told by manager that it has been escalated and I'd need a lawyer to proceed further. Next day I get message from banker to call but couldn't reach him all day. At end of day he calls to say the bank refuses to stop payment because it doesn't meet criteria of being either lost, damaged, or STOLEN ( which it was STOLEN, by deception ) and that is the banks final decision. He confirmed the check can not/will not be stopped and can still be cashed by a man they know stole that money from me in a scam and that police are looking for him AND AT ANY TIME HE CAN STILL CASH THAT CHECK THUS WELLS FARGO WILL KNOWINGLY BE AIDING A THIEF TO STEAL MY MONEY! I ASKED IF I GET THE MONEY BACK IF HE DOESN'T CASH IT AND HIS RESPONSE WAS THAT I WOUULD NEED TO GET A LAWYER, THUS WILL BE KNOWINGLY KEEPING MY {$500.00} IF THE CRIMINAL DOESN'T TAKE IT AND I DON'T GET A LAWYER TO ADDRESS THIS IN COURT.. So the thief gets it or Wells Fargo gets it! And since I can't afford a lawyer, I won't get my money back!!! This is crazy! I'm XXXX on Social Security and have my bank account with Wells Fargo!!! Thieves!!!

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