Consumer complaint received 2016-11-03
Company: WELLS FARGO & COMPANY
State: AZ
Product: Bank account or service
Sub-product: Checking account
Issue: Making/receiving payments, sending money

Complaint:
On XXXX XXXX, 2016 I went into the Wells Fargo Branch on XXXX XXXX and XXXX to purchase a money order. I was given a Cashier 's check instead and was advised by the teller because the amount a money order was not available. I purchased a Cashier 's check in the amount {$1200.00} made out to XXXX XXXX. About an hour and a half later I went back inside the branch to have the check reissued due to someone snatching the check out of my hand. I spoke to XXXX XXXX Personal Banker. XXXX placed a call to place a stop payment on the check and reissue the check. XXXX was on the phone with a representative for about 30 mins. XXXX begin filling out paperwork for me to sign for the check to be reissued. XXXX than hung up the phone and advised the stop payment was placed on the check but they could not reissue the check until Monday because the check was purchase today and was not yet in system. I asked XXXX multiple times if he were sure the stop payment was placed on the check. XXXX guaranteed also assured me the payment was stopped and Monday I would fill out a notarized paper and check would be reissued. I call the Bank XXXX XXXX, 2016 and was told the check was cashed. I spoke with a rep and asked why the check was cashed after a stop placement was placed on check. The representative advised the check should have been reissued by the branch the same day and she was not sure why they did not reissue the check. She then advised me to go back to the branch because they were the ones who did not reissue the check properly. I called the branch first thing Monday XXXX XXXX spoke to XXXX. XXXX asked me to email him a copy of the top of the check and advised he would check on it. XXXX XXXX I called XXXX again because I did not hear back from him. XXXX advised that this was sent to the Executive office and the call was being pulled where the representative advised the stop payment was placed on the check. XXXX advised to give him a few days to figure out what they could do because the bank messed up and cashed the check. I called XXXX back on XXXX XXXX he advised the Exeutive office stated nothing could be done so he spoke to manager. With my permission my fianc went down the branch after continuos runaround. XXXX advised his boss XXXX XXXX was working on getting the call pulled so she could work on it. My fianc called XXXX XXXX XXXX after still not hearing anything. XXXX XXXX advised my fianc there was nothing the bank could do because the check was cashed. My fianc advised her the check should not have been cashed after being advised by XXXX the payment was stopped. XXXX XXXX stated the bank could provide a letter of explanation explaining how the check was cashed after the stop placement was stopped. My fianc advised XXXX that it was unacceptable as this was the banks error and we wanted to be compensated. I stil have not heard anything back from XXXX or XXXX and it as been three weeks with the bank not taking responsibility for their error.

Company response to consumer: Closed with explanation