Consumer complaint received 2016-09-23
Company: WELLS FARGO & COMPANY
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
I deposited a paycheck I received from my boss on XXXX XXXX, 2016 via ATM into my Wells Fargo checking account. The deposit was approved and the money would be available the next day XXXX XXXX, 2016. I log into Wells Fargo online banking and a hold was placed on my deposit on XXXX XXXX, 2016 at XXXX because the check appeared to be returned unpaid and my funds will be delayed and available until XXXX XXXX, 2016. However, the hold placed was removed on XXXX XXXX, 2016 at XXXX and the funds were available the next day XXXX XXXX, 2016. In the message, they said, " we delayed the availability of the funds you deposited to your checking account in order to review your checks. '' " Based on that review, we made the funds available. '' I 'm a student and need to pay my college tuition, housing bills and expenses so I went to the ATM on XXXX XXXX, 2016 to cash money from my checking account and the ATM would not read my debit card. A Wells Fargo number appeared on the screen to call. I called the number provided XXXX on XXXX XXXX, 2016 and an administrative assistant answered and asked for my personal information to confirm my identity. Then, she redirected me to another administrative assistant that asked me for my debit card number and security number. She took a look into my account and told me that my checking and savings accounts are temporarily restricted and asked me if I knew why. I told her that I did n't know why and I had just deposited a check on XXXX XXXX, 2016 via ATM into my checking account. She told me that the check I deposited was a " bad check '' according to Wells Fargo. I asked her to explain further and said that the check issued from XXXX XXXX appeared to be fraudulent to their system so they decided to temporarily restrict me from accessing my funds in both my checking and savings accounts and they removed the deposit from my total available balance. I told her that the previous hold placed on my deposit was removed on XXXX XXXX, 2016 at XXXX and that I need access to my money in my account she told me that there was nothing that she could do about the issue and that the Wells Fargo Loss Prevention would decide in 10 days if the check is safe or not. If not, my accounts will be closed and I would lose access to my money. I could n't believe what I heard and immediately panicked because I have to pay my tuition and housing bills in a few days or I will be kicked out of school. I ca n't wait 10 days to know if the status of the check I deposited when it was approved in the first place and then denied. I do n't understand why Wells Fargo is doing this to their customers. The check must be safe since Wells Fargo initially removed the hold on the check. Then decided to placed another hold again telling me that the Wells Fargo Loss Prevention Center will decide in 10 days if the check is safe and if not my account will be closed and all my funds will be lost. As of XXXX XXXX, 2016 I have no access to any funds in my account by any means. This is criminal activity on behalf of Wells Fargo, they are trying to steal my money and many other peoples money too. All I want is access to my funds like any other customer would, so that I can pay for my tuition, housing bills and expenses.

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 monetary relief