Consumer complaint received 2023-05-09
Company: WELLS FARGO & COMPANY
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/2023, I was made aware a checked had been posted to my Wells Fargo checking account in the amount of {$1000.00}. A scanned image of the check available online through Wells Fargo 's website revealed the following problems : the check did not appear to look like my checks and the signature was clearly a forged signature. I reported the check as fraudulent using Wells Fargo online banking, and I called the phone number indicated on the website to report a fraudulent check. 

Upon speaking to the Wells Fargo representative, I reported the check was not drawn by me, and was a fraudulent, forged check. I was made aware by this representative that the check had an incorrect routing number -- something that was redacted or otherwise cut out of view from my view on Wells Fargo 's online banking 's image of the check. The representative agreed with me that the signature did not appear to be mine -- after acknowledging she could see images of other checks I could confirm as legitimate. She further acknowledged the check itself did not look at all like my other checks, and she agreed the Wells Fargo graphic appeared to be suspicious. She further acknowledged that the check number was non-sequential with the other checks I had recently drawn on the account. 

After confirming she did no have the authority to expedite my request, I spoke with numerous other representatives who confirmed with me a claim had been opened and expedited to investigate the reported fraudulent, forged check. I was given no other assurances but the bank would respond within ten ( 10 ) business days. 

Approximately one week passed, and during said time I received no written correspondences from the bank notifying me a claim had been set up or other communications. I thereafter called the bank, and they confirmed a claim was set up for the purposes of investigating my report of a fraudulent, forged check. I asked for a status of the bank 's investigation and its findings, and When I demanded an explanation, I was informed by the Wells Fargo representative that such matters were privileged and protected information which could not be disclosed. 

Notwithstanding this, On XX/XX/2023, I received a letter in the mail dated XX/XX/2023, informing me that Wells Fargo had determined the transaction was " posted correctly '' and the claim would be closed. There was no further explanation or justification for the bank 's decision. 

On that same day -- today -- I called the number indicated in the letter ( XXXX ). I indicated I was taking issue with the bank 's disposition, and I requested an explanation of the bank 's decision and the findings of that investigation. I was connected with a Senior Resolution Specialist within Wells Fargo 's claims department who informed me the bank had mistakenly coded or other inputted the claim as a non-fraud claim. When asked the basis and reason for this, the Specialist informed me I had reported the claim as a problem with the routing number. I informed him this was information unknown to me at the time I discovered the fraudulent check, and that I had only been made aware of the incorrect routing number by the initial Wells Fargo representative I spoke with. I requested to speak to someone with more managerial authority, but I was informed the only assurance I could be given was that a new claim had been set up, and I could only expect to receive a response via US mail within ten ( 10 ) additional business days. 

If there ever were an instance of a bank 's malfeasance and negligence in the handling of one of its depositor 's accounts, this is one.

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