Consumer complaint received 2023-02-07
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
In late XXXX, I received a letter from Wells Fargo Customer Care dated XXXX XX/XX/XXXX. This letter stated the following " Related to Wells Fargo ending in ... [ an account I no longer have ] ... We recently sent a reimbursement check dated XX/XX/XXXX for {$38.00} related to fees that may have been charged when a restraint was present on the account. '' I never received this check. Additionally, I found it suspicious that the check was not included in this letter and that the letter claimed it was mailed out almost three months earlier. How is it that the letter reached me, albeit in XXXX, but the check they are required to send me didn't. 

I called the number listed on the letter XXXX. The number is a joke. They request a lot of information even after receiving personal identifying information and the reference number provided in the letter ( e.g., the XXXX XXXX XXXX codes at the bottom of the page ) ) only to claim they can not find your letter or that they need to transfer you into another department. 

My first call was on XX/XX/XXXX at XXXX XXXX ET. I finally reached someone who said her name was " XXXX ''. In a nutshell, she said she would request the XXXX check cancelled and reissue it ; that I would receive it within 30 days. That didn't happen. 

On XXXX XX/XX/XXXX, I called again and again finally spoke to someone name " XXXX '' or something very similar. The conversation lasted from XXXX - XXXXXXXX XXXX ET. XXXX claimed that the check for {$38.00} was reissued on XX/XX/XXXX. XXXX person also provided me with a Complaint ID #. Lastly, XXXX gave me what she said was the direct number and the specific name of the department overseeing these federally mandated reimbursements. 

Customer Advocacy Group at XXXX. She said they were open XXXX XXXX XXXX & Sun XXXX XXXX - XXXX ET. 

I asked XXXX to escalate this case because this is the second time Wells Fargo has claimed to send the reimbursement check. Never mind the fact it has been 6 months from the date they claimed to have sent the first one. 

I received an email almost immediately after the phone call on XX/XX/XXXX at XXXXXXXX XXXX. It provided a case number and said someone would respond to my concerns immediately. 

What happened next is that I was sent a URL to a secure mail website for Wells Fargo, whereby I had to create a username and password and then explained everything over again. I received another email on XX/XX/XXXX at XXXX XXXX This email claimed that I had been assigned a Wells Fargo Case Specialists and that I did not need to provide any additional information. A copy of that email was sent to the secure mail. I received another email dated XX/XX/XXXX. That email essentially told me to check secure mail for a message. 

That message said that ( since I did not provide any information ) the case was now closed. On the same day, I received another letter from Wells Fargo Customer Care, claiming that the second check had been sent and was dated XXXX XX/XX/XXXX. Of course, I never received a check. I was livid! 

As soon as I had a chance, I logged into the Wells Fargo secure mail to inform them that I would be escalating this matter myself and reaching out to CFPB. I believe Wells Fargo 's intent is to never comply with the federal order to reimburse its former & current customers for its past unfair practices. It is not the amount of the check but the principle of the matter.

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 non-monetary relief