Consumer complaint received 2025-06-30 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Confusing or missing disclosures — 
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
On XX/XX/year>, I was emailed a check by my supposed employer, and was instructed to print, and deposit it into my Wells Fargo account. At this time I wasnt aware that the check would be considered fraudulent, as this was my first experience with a job of that nature. After this check was deposited, I received an email stating that my deposit was on hold and would be deposited in two separate amounts on the XXXX and XXXX. On the XXXX I received another email stating there was a hold, and another email stating the deposit had been returned due to Insufficient funds. I attempted to call Wells Fargo and explained my issue with the banker, to which she said to contact my employer, I asked if I could put her on hold while I messaged my supposed employer, but she hung up on me. On the XXXX, I made another call to Wells Fargo customer service and explained my problem to the banker, to which she told me the same thing of Insufficient funds, I then explained that Id spoken to my supposed employer and had been told that things were fine on their end. The banker then advised me to re-deposit the check and see if it went through. After speaking to my supposed employer, I was emailed another check and went through the usual process, and the check was accepted, and recorded to come into my account that Saturday, on the XXXX. On the XXXX, I saw that Id received another email in the middle of the night stating my deposit couldnt be added to my account, and unlike the email Id received on the XXXX, there was no recorded reason, and up until this point Id thought my supposed employer was having issues with their financial department. I called the customer service line, and was told they werent able to tell me the issue with the deposit, and that I needed to call the department number enclosed in the email id been sent on the XXXX, however because it was Saturday, and the department didnt open until Monday, I called them this morning, and it was not until this morning when I was told that the issues had to with fraudulence. I wasnt aware of the issue with printing the checks, and in all of the customer service correspondence Id had over the phone and via emails, fraudulent checks was not mentioned. Later today I was sent an email telling me my account would be closed in the XXXX because of the issues with the checks. I called customer service looking for a solution, to which one of the managers very condescendingly informed me I was likely a victim of a job scam, in which the scammers posed as a company that had hired me. She then proceeded to give me a flat Im sorry about the miscommunication from customer service, before telling me that my account could not be recovered, as according to her Its a risk for the bank, and we do not have a prior or future relationship with your account. There was no miscommunication, I was not even informed of fraudulence or received any alerts until this morning when I had to call after multiple instances of unsatisfactory customer support. The woman I spoke to even acknowledged it was unreasonable that I wasnt properly informed in the emails I received, and nowhere in the Mobile Deposit section of their app was there any kind of fraud alert or mention of potential danger with printed checks. XXXX XXXX XXXX XXXX and this is my first official bank account, I called multiple times with my issue and was even advised by the customer service to re-deposit the check, so at what point would I have realized these were fraudulent? Especially when the scam in question had presented itself as trustworthy, with nothing negative coming up during extensive investigation through an online search? The manger I spoke to even said that some scammers will pose as reputable businesses.

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