Consumer complaint received 2022-06-24
Company: WELLS FARGO & COMPANY
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
I went into the branch yesterday in XXXX XXXX, CA to get XXXX temporary checks printed out. There was a fee of {$3.00}. I gladly paid the fee. 

The teller printed out the XXXX checks, folded them and placed them in an envelope for me. Very simple process, I was very thankful. 

Fast forward to today. On my lunch period I go to the post office as I need to make a very important payment with one of the checks that I'd paid for yesterday. When I pull up to the post office, while sitting in my car, I pull out the envelope with the temporary checks that I'd paid for yesterday. I got ready to tear off my first check when I discovered that the checks were printed upside down. The dotted detachment line was right in the middle of the actual checks. 

Unfortunately, I had to turn around and drive back to the branch. Ok, we all make mistakes, no big deal. 

I go into the branch, there is an elderly woman who is the teller today. I give her the checks and advise that they are printed incorrectly. The woman has no idea what I am saying to her. She asks me what I mean. As I'm attempting to explain the situation to her, another young woman comes up and attempts to explain to the woman that the checks are printed upside down. Obviously I'm not the only customer that has been affected by this. 

The elderly woman had this confused look on her face as she still could not understand how the check was printed incorrectly. I suggested to the young woman that as a customer service, the branch should have a quick training for all of her tellers being that there have been at least two of them that could not see that they were giving checks that were useless to customers. 

The young woman then proceeded to explain to me that she was not going to charge me another fee for these checks. WHAT! I was back in the branch to get new checks only because her tellers do not recognize how checks should be printed up. Mind you, there is a fee charged for these checks. I suggested to her that due to the inconvenience of me having to come all the way back here during my lunch period, I should have the {$3.00} that I'd paid yesterday refunded. 

She explained that she is unable to credit a fee that happen yesterday. She could only credit the fee today for printing XXXX more checks for me. I was livid at this point. Then to pour salt on the wound, the elderly lady finally had a look on her face that she now understood what was going on, attempted to advise me that I could submit a complaint. 

By the grace of God, there was another young woman, a XXXX young woman with braids ... her name began with an N. I'm sorry that I did not write her name down as she stepped in and explained that she could either print me up ( XXXX ) checks or she could speak with her XXXX to have the {$3.00} that I'd paid yesterday credited back to my account. She was beautiful! 

She took my information and confirmed that she would have the {$3.00} credited to the account prior to the end of the day. 

It's a shame that Wells Fargo is such a large bank and they don't even take the time to train their very basic branch tellers what customer service is nor do they take the time to show them how to properly print out a check.

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