Consumer complaint received 2022-11-22
Company: WELLS FARGO & COMPANY
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
This matter concerns a check for nearly {$3000.00} that was stolen and cashed by a person who was not the payee. Wells Fargo erroneously allowed this check to be presented against my account, even though the endorsement name didnt match at all the payee. 

On XX/XX/2022, I reached out to Wells Fargo after my contractor and I realized that a check intended to pay him had been misappropriated through the mail. We both noted that the check was endorsed by someone who we did not recognized through a XXXX bank account that was not his. I filed a claim that day. The representative said that I should have a resolution within XXXX business days. I gave my XXXX a check to replace that one that had been stolen. 

I received a letter dated XX/XX/2022 from Wells Fargo, requesting more information regarding the theft ( not a resolution as promised ), including the need for a notorized affidavit signed by me and the XXXX. This needed to be completed within 20 days of the date on the letter. At huge inconvenience to us both, on XX/XX/2022 we went to the bank ( my XXXX home branch ) together, completed the notary with a teller, and with instruction from the Bank Manager. They agreed that they would scan and fax in the affidavit. I requested a copy of the signed forms, which I kept, and left. 

Weeks passed without me hearing anything. I called the Wells Fargo fraud line and referenced my claim number. They told me that my claim had been closed because they had never received the paperwork. They claimed that they tried to reach out to me to follow up, but I have had no voicemails or messages in my Wells Fargo inbox associated to my account which would have given this indication and given me the opportunity to return a call. I mentioned this to the rep, and I asked them that if they wanted to get ahold of me, to ask the claims people to please leave a message with contact information - otherwise, I didnt know they had called. I shared the information noted above about the forms being sent weeks earlier with the rep. They assured me that someone would look into this. 

I received a call that same day from someone who worked in the claims department. I re-explained what happened and that the forms had been submitted. He asked me for the branch information where I submitted the forms. I gave him the information, which I was shocked to have to provide to him - but ok. I gave him the phone number and address. He said he would look into it. We hung up. 

Another couple of weeks go by. We are now into XX/XX/2022. I have received no communication from XXXX. I call the fraud line again. According to yet another rep - no one did anything with the information I provided, and they were showing my claim to be closed due to the fact that the " paperwork was not returned ''. I provided the same information again to the rep, who said that they would look into it, and to call back within a few business days for an update. 

On XX/XX/2022, I called the fraud line again for an update. I am sure you know by now, how this goes. Same lack of follow up, claim still closed. The rep asked me to go back to the bank ( another huge inconvenience since bank hours are not great and I travel ). She asked me to resubmit the paperwork. So, for the second time, I contacted the bank ( via phone- I couldnt go in ) and spoke with someone who found my paperwork and resubmitted it. I asked if I could get a confirmation number that it went through. He said the only thing he gets, at the end of the day is a list of all the faxes and scans that went through. Not possible to give me a confirmation. Wow. 

On XX/XX/2022 I reached out to the fraud line again. Well, you have heard what happened. My claim was still showing closed, however, this time the agent was able to pull up the paperwork that was sent. He re-opened the claim and says that I should check back in 2-3 business days for it to be processed. All said and done, I have been out almost {$3000.00} since XXXX. 

If I had not reached out over and over again - and lets be clear, this is still not resolved, no action would have been taken on XXXX 's end. Additionally, I have done WAY more work to move this along with XXXX to correct an error that was allowed to happen due to sloppy check authentication work on their end. The thief didnt even try to pretend to be the payee and signed a completely different name. 

Wells fargo has sloppy practices, which give the impression that they hope that customers just get tired and give up, so that they dont have to correct their own mistakes.

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