Consumer complaint received 2021-12-30
Company: WELLS FARGO & COMPANY
State: MN
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Lost or stolen check

Complaint:
Hello, On XX/XX/2021 I went to my local Wells Fargo branch for a cashier 's check and found it closed. In light of this, I went online to Wells Fargo and requested a cashier 's check for the amount of {$500.00}, payable to XXXX XXXX XXXXXXXX. I also agreed to an {$8.00} delivery fee. According to the Wells Fargo website, the check would be delivered to my home address the next day and signature would be requested. 

On XX/XX/2021 I received an email from Wells Fargo informing me that my check had been processed and that it would be delivered on XX/XX/2021. The email contained request number XXXX. 

The check was not delivered. On XX/XX/2021 I called Wells Fargo and was told that my check had been in fact actually delivered by XXXX on Wednesday XX/XX/XXXX and signature had been collected from an XXXX XXXX. There is no one by that name in my household. Plus I have XXXX camera and there is no movement registered of a XXXX courier at my address on Wednesday XXXX XXXXThe Wells Fargo representative shared XXXX tracking details : XXXX. As I am not the owner of that account ( Wells Fargo is ) I am unable to see the signature. 

The same Wells Fargo representative shared that if I wanted to stop payment and report the check as lost or stolen, I would have to go to a branch. I also opened a case with Wells Fargo and was given case number XXXX. 

That day, XX/XX/2021 I went to my local branch and found it closed again. I went to another branch where I was told that I needed an appointment to process the report and that I could not be assisted that day. Since I still needed the cashier 's check, I requested another check at the branch for XXXX XXXX XXXXXXXX and received it. 

On Monday XX/XX/2021 I went to my local Wells Fargo branch to complete the stop payment and lost/stolen process for my original XX/XX/2021 check. I was given an appointment for XX/XX/2021. On XX/XX/2021 I spent 2 hours at the branch, were I was assisted by 4 individuals. I was told that payment could not be stopped and the check could not be reported as lost or stolen because " no one knew '' the check 's number. I was advised to call Wells Fargo Online again to request " provisional '' credit for my {$500.00} and to talk to my Case Manager. 

I talked to my Case Manager a couple of times, as well as to Wells Fargo Online representatives. I have been told that my case would be looked into. I have talked to upwards of 10 individuals at Wells Fargo and everyone shares the same information : " this is highly unusual '', " you should call Online '', " you should go to a branch ''. The personnel at Wells Fargo told me they would open another Case about my case. And the last person I spoke to, shared that " my Case had been closed without a resolution and that she would open another case complaining about this fact ''.

In the meantime, I do not have any credit for my {$500.00} or any guidance on when and how this check, which was delivered by XXXX  and signed by another individual, will be cancelled. According to what I have been told by Wells Fargo, there should be 3 cases about my current situation. I am attaching the original email from Wells Fargo, which I had forwarded to one of the branch 's personal bankers. Please help! I do not know what else to do.

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