Consumer complaint received 2023-11-16
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY (TX)

Several weeks ago, I made a purchase at a local hardware store for {$19.00}. I have trouble completing the checks because I am a XXXX XXXX XXXX veteran and have XXXX XXXX XXXX so my writing is not so good. The hardware store entered the check for {$1900.00} instead of {$19.00}. Wells fargo honored the check for the {$1900.00} which overdrafted the account and caused a cash advance to cover the check. 
Wells Fargo opened a claim, reversed the cash advance on my wife 's credit card and put {$1900.00} in the checking account while they investigated. I followed up with the hardware store who stated they send a transaction from their bank to Wells Fargo to refund the difference ( keeping {$19.00} and refunding the balance of the {$1900.00}, they charged my account on XX/XX/XXXX. Wells Fargo says they never got the transaction. Today, they reversed the provisional {$1900.00} they put in the account stating the checked was paid for the right amount. I have continued to contact them, but they say the money was never refunded by the hardware store. 
Today the owner/manager of the hardware store went with me to the XXXX, TX Wells Fargo and XXXX the documents he received from his bank showing the {$1900.00} less the {$19.00} purchase had been electronically sent to Wells Fargo to put back in my account. My banker apologized and called a number and explained the situation to someone in Wells Fargo Customer Service. You could hear the lady speaking to my banker, refusing to help stating the provisional {$1900.00} had been removed from my bank account because the claim was deemed not valid. My banker kept explaining that the lumber company had refunded the money on the XXXX to me but it was not showing in my bank account. My banker offered to scan or fax the documents from the owner/manager at the lumberyard showing the funds had been transferred to my account through the national depository. The lady was rude, said she didn't need the documents from my banker, but would have to mail me a letter and I would have to mail her information back. I need my money, I have a mortgage due and I asked why they couldn't research the transaction and get it in my bank. I could hear the lady on the phone saying I would have to be investigated. Why am I being investigated. Why as a XXXX XXXX XXXX veteran who is on a fixed income have to go through this kind of abuse? Earlier in the day when I called the customer service line, I also encountered another rude customer service rep who kept explaining why they took the {$1900.00} back out of my account. I kept explaining to her that what I was asking is where the electronic deposit/refund from the hardware store was and why it was not in my account. She had the audacity to ask me if there was someone close by me that she could talk to to explain it to because I was obviously not getting what she was saying. I explained to her no maam, you are not understanding what I am asking you. A refund has been sent and has not been put in my account. 
I need my money so that I can pay my bills. I am an old man who works hard to pay my bills and keep good credit. I need someone to contact my local bank in XXXX, TX and get the information for the refund and get it in my bank account. it is my money, and no one should be investigating a refund that has been sent through the national depository instead of putting it in my account. The information includes a copy of the original check, the amount the charge should have been for and the amount to be deposited in my checking account. Why would a Wells Fargo representative refuse to let my banker scan or fax this information, so that she can research, find and verify the transmittal and put it in my checking account where it belongs so that I can pay my mortgage and other bills?????????