Consumer complaint received 2022-08-03
Company: WELLS FARGO & COMPANY
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Check cashing service
Issue: Fraud or scam

Complaint:
I had a personal check from XXXX written on XX/XX/XXXX, in the amount of {$500.00} addressed to the " City of XXXX  XXXX XXXX XXXX XXXX XXXX XXXX '', fraudulently altered to {$9500.00} and signed and cashed by an individual at a local XXXX XXXX Wells Fargo bank on XX/XX/XXXX after it was intercepted in the mail. I first reported it to XXXX on XX/XX/XXXX by filling out a Declaration of Unauthorized Endorsement or Altered Item, at their request. I was repeatedly told that Wells Fargo was non-responsive in communication, despite initially being told that the errand would be solved in 90 days. On XX/XX/XXXX, more than 90 days after I first filled out the Declaration of Unauthorized Endorsement or Altered Item '', I filled out the same paperwork again... I was again told my case would be solved within 90 days, even though I explained that I had already waited 90 days from the first report. I called the XXXX claims department 90 days later ( XX/XX/XXXX ) in hopes of finally getting my money back, but all I was told was that XXXX had interacted with Wells Fargo in writing on XX/XX/XXXX. As of XX/XX/XXXX, I was told that XXXX was still waiting on a response from Wells Fargo. I explained how long I had waited and asked for my case to be escalated. I was told there was nothing I could do to expedite it, I was just asked to wait more, even after I explained how much of a financial stressor this was for me. As a result, I was unable to get my money back in time to cover my taxes, causing me financial distress and tax penalties. I was told to give it another 90 days from the last interaction, which was on XX/XX/XXXX. The new deadline was then communicated to me as being no later than XX/XX/XXXX. I filed a police report on XX/XX/XXXX. I called the claims department again on XX/XX/XXXX. This time, I was told that the most recent interaction between XXXX and Wells Fargo was on XX/XX/XXXX, and that this date served as the new benchmark for another 60 to 90 days of waiting for a resolution on my end. This moved the new deadline for 90 days to Monday, XX/XX/XXXX. I called the XXXX Claims Department again on XX/XX/XXXX, more than 90 days after the new deadline for my case. I was told that the case was still open, but that I had to wait 120 days instead of 90 days for a resolution. I called again on XX/XX/XXXX, more than the 120 days after the extended deadline. This time they escalated my case to the executive office, and told me that they would have some sort of update in 2-5 days. It never came. I called XXXX Claims Department again on XX/XX/XXXX. I was told that Wells Fargo has a backlog and to wait for an update. I was not given a timeframe, help, or any other meaningful info. I'm at a loss now because Wells Fargo keeps telling me that I need to talk to XXXX  ( my bank ), and XXXX is telling me Wells Fargo is not responding or refunding me in a timely manner. If you can help, I have a ton of documents and proof to share, including the two fraud claims I filled out, a police report, a copy of the cashed checked and the signature, and a copy of the annual business tax renewal that the original check was meant for. Thank you!

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