Consumer complaint received 2023-04-02
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
As a Wells Fargo customer for over 14 YEARS, I am very disappointed at their handling and treatment of customers like myself. 

On XX/XX/XXXX, I went into my local Wells Fargo branch to deposit a personal injury settlement check. I left the check attached to the original paper and even brought the settlement offer letter from the car insurance company in case Wells Fargo needed any other information since the check was over {$10000.00}. When I handed the teller the check, she kept flipping it over and over, checking if the check was fake. The teller then asked me a bunch of personal questions in a rude tone like : - " Where did you get this check from? '' - " Why do you have a check for this amount? '' - " This is a lot for a car accident if you ask me '' - " What happened in your car accident that they would give you this much? '' It was a very irrelevant and uncomfortable line of questions - it felt like an interrogation. She then told me that she wanted to have her manager look at the check. As a XXXX woman, it infuriated me that I had to go through this line of questioning just to deposit a check. I waited for several minutes while she found a manager who told her the check was legit and okay to deposit. It was such an embarrassing and belittling experience. After calling Wells Fargo call center on XX/XX/XXXX, a complaint with case # XXXX about the discrimination I experienced, but nothing came of it. I am not having consults with business discrimination attorneys in regards to what happened. 

After that situation happened, my wallet and phone were stolen and my accounts were hacked around XX/XX/XXXX. After noticing a lot of irregular transactions, I called Wells Fargo. I offered a police report number and an identity theft report number but Wells Fargo said that was not needed. A claim was filed for the irregular transactions and I was given a provisional credit on XX/XX/XXXX. After several weeks went by, Wells Fargo called me on the morning of XX/XX/XXXX. Unfortunately, a sick relative had just passed away moments before Wells Fargo called and I was bedside with that relative and was unavailable to answer Wells Fargo call. Wells Fargo left a message that they needed more information on my claim and to give them a call back. The next morning, I called Wells Fargo back at the number provided in the message. I called 3 times throughout the day with no answer from the claims rep. I then logged on to my Wells Fargo account and seen that the credits were reversed and my account was now - {$1100.00}. Even though I returned Wells Fargo call before 24 hours and even though I called several times, the claims rep never answered nor returned my call. Without speaking to me and further discussing the claim, the credits were reversed and put my account in an extreme negative. 

On XX/XX/XXXX, my federal and state taxes were deposited to my account. Wells Fargo took those funds. My account is still negative {$600.00}. After reversing credits of {$1100.00} and taking my XXXX tax refund of {$580.00}, Wells Fargo has left me and my family in the worst financial deficit. We are being evicted from our home and other bills can not be paid. As a Wells Fargo customer of 14 years, I never thought that I would be treated in the way I have in the last 6 months. In addition to dealing with my identity and personal information and money being stolen, I had to dealt with the emotional stress of Wells Fargo discrimination and the financial deficit of my account. 

On XX/XX/XXXX, a Wells Fargo rep named XXXX ( phone number ( XXXX ) XXXX ) from Wells Fargo corporate executive office called me to check on my previous case/complaint that had been filed about discrimination. I told her nothing had been done and I was now having consults with discrimination attorneys. I also expressed to her how my provisional credits were reversed and the effect that had on me financially. I told her how I offered my police reports and identity theft reports. XXXX said she was going to work with the correct team to get my credits added back to my account. I have heard nothing.

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