Consumer complaint received 2025-03-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: DC

Complaint narrative:
XXXX XXXX XXXX contacted me through a rental site called XXXX XXXX. The site links traveling students and professionals to host sites for short and mid-term rentals. I responded to her through the app, as well as via text on XX/XX/XXXX ( she indicated text was her preferred method of her communication ). During the course of our conversations, she informed me she was deaf, so we continued our communication via text and email. She said she was interested in staying at my property, so I sent her the lease that night on XX/XX/XXXX. She signed and returned the lease to me with a copy of her drivers license the same night. Her move in date was XX/XX/XXXX. I only require a {$250.00} deposit to hold the room with the XXXX  months rent due upon arrival on move-in day ; however, she said her dad pays her rent and will be sending the full amount to ensure the place is hers via a cashiers check. She confirmed the full name and address for the check and informed me it would be sent the next day. She also said she is having her car delivered and that it would arrive before her. I told her that was fine and to let me know when it would be delivered. XXXX days later on XX/XX/XXXX, I reached out to confirm she mailed it to the correct address and she informed me it should arrive the following XXXX, XX/XX/XXXX. In this same text she informed me that her dad included the delivery fee for the car in the check and said I hope you can be trusted with this. I responded absolutely and asked how she wanted me to handle it and she went on to tell me the check amount is {$4700.00} and that I should deduct the {$1900.00} for rent and cleaning fee, plus an extra {$50.00} for my time and the rest was for the car delivery. I asked if I would just be giving her the rest in person via cash and she said she would inquire with the dealership about their plans for receiving it. 
Then on XX/XX/XXXX she sent a text saying the check would arrive early in the week and she wanted to confirm the room was still being reserved for her. I confirmed yes. She said due to the checks delay she would not be moving in on XX/XX/XXXX and instead would move in the following week on XXXX, XX/XX/XXXX to allow time for the check to arrive and that the car would be delivered that weekend ( XXXX XXXX ). On XXXX, XX/XX/XXXX I sent a text requesting the checks tracking number since it was delayed. She said as soon as her father responds she would send it. On XX/XX/XXXX, I checked in via text inquiring again about the tracking and received no response. The following day, XX/XX/XXXX, she assured me she was still waiting to hear from her father. I then informed her that I would need to receive the tracking number of the security deposit of {$250.00} by end of day to continue to hold the room for her. At this point, I had missed out on several other potential renters who reached out to me about my property. She assured me shed have it but never sent it. I sent another message that evening checking in. The following morning, XX/XX/XXXX she responded shes still interested and apologized for the delay. On XXXX, XX/XX/XXXX, I reached out XXXX  inquiring about the tracking and security deposit telling her I would no longer hold the room without receiving that information. No response. 
The following morning, XXXX, XX/XX/XXXX, she texted the tracking number and informed me it would arrive on XXXX, XX/XX/XXXX. She then said due to the delay, XXXX have the car delivered on XXXX  and XXXX move over the weekend ( XX/XX/XXXX ). I told her I wasnt available to be there on XXXX  so she said she would switch it to XXXX, XX/XX/XXXX. 
On XXXX  XX/XX/XXXX we had several exchanges about the status of the certified envelope with the check. When the check arrived, no one was there to receive it so the XXXX left a notice on the door, XXXX, XX/XX/XXXX. On XXXX, XX/XX/XXXX I decided to go pick up the envelope from the XXXX XXXX 
On XXXX, XX/XX/XXXX, I went into Wells Fargo bank ( branch located at XXXX XXXX XXXX. XXXXXXXX XXXX XXXX XXXX  XXXX ) to deposit the check in person. The teller informed me I could have deposited via mobile app or the ATM, but I opted to wait to see the teller and make the deposit that way. Once I was seen I provided the check and asked if Id be able to get the funds immediately by cashing it because the bank associate told me when you deposit large amounts the funds arent released immediately, and it would be quicker to cash it and then deposit what you want. When I went to the teller, I asked for him to cash it and he said he couldnt. I said ok how long until the funds would be released? He said he believes {$400.00} is released on the XXXX  day and the rest is usually released the following day. I said that was fine. Then the teller went on to try to deposit the check. He couldnt deposit it and told me something is wrong with his system. I asked if his neighbor teller could do it and he said I can just do a mobile deposit. I asked if he was sure. At no point did he flag the check when he was unable to deposit it. He didnt warn that that could be a sign that the check is fraudulent, he didn't do any further investigation or inquiries even of myself, nor did he escalate it by inquiring with a colleague or XXXX to ensure the issue was his computer or something with the check. With his urging, while at the tellers window I went through the steps to deposit the check via mobile app. It went through. I said thank you and left. 

In my account, it said pending which is normal for deposits. The following day, XXXX, XX/XX/XXXX, she texted me to tell me her dad said it cleared on his end and asked for me to check. When I did, it was showing as posted for me as well, which alerted me the check was posted and cleared for use. The amount was in my available funds, and everything looked good to go. Id also like to note that a deposit from my job had been sent the day before and it was still in the pending status even after this so that just further confirmed for me that the move to posted meant it was cleared. 
She then confirmed the delivery and said they needed the delivery fee to paid for them to deliver the car as scheduled. She sent me the XXXX information for the delivery person and I sent the {$2700.00} to a XXXX XXXX XXXX ( not sure if the XXXX  in her text was a typo. I assumed it was ) using his email XXXX. I sent {$2700.00} to delivery person via XXXX because I felt I had to being it was her money and I had my portion already. Then she said she made a mistake and that she had a balance of {$350.00}. I told her I couldnt send it via XXXX because I had reached my daily limit. She then sent me someone to send it to for XXXX XXXX : XXXX  XXXX name XXXX XXXX. Cash app sends warnings along the way so I screenshot the warnings this might be a scam ( excerpt : Customers have reported issues receiving goods, services, or refunds when paying this account or accounts like this. ). She said thanks for checking but shes sure and I can proceed, theres nothing to worry about. We continue on confirming the time of arrival which was supposed to be XXXX. 
At XXXX pm I reached out for a status update. At XXXX pm, I sent?. At XXXX pm, I sent XXXX?. I received no further responses. I checked my account and saw that my available balance was extremely low and no longer contained the funds included from the check. Then I received an email from Wells Fargo saying the check was withdrawn by the issuer because it was unauthorized. I knew then I had been scammed. 
I immediately called my bank to file a claim. They said the check was fraudulent and that the first sign should have been when the teller couldnt submit the check. The operator in the fraud department said she doesnt know why the teller would not have brought up the possibility of the check being fraudulent at that point because that is a sign the check is not real. The operator said as part of their process they will go to the issuing bank to try to recuperate the funds from the check. She told me that if that bank doesnt refund me, then I wont be able to get my money back. She also said they would investigate. The next morning ( today ), XXXX, XX/XX/XXXX at XXXX am, she texted me a message saying unfortunately, the tow driver got into an accident so shes not going to arrive until next week and will not be able to proceed with the rental. She said I can deduct half of the rent since its the middle of the month. I responded asking how she would like me to send her the remaining funds. After several hours, at XXXX am, she said the rest of the money should be sent via XXXX to XXXX ; name XXXX XXXX. I will continue to see what information I can receive. I asked her to request refunds from the XXXX and XXXX XXXX recipients since the car wasn't delivered. I told her I would send her all the funds together once I receive those refunds. 

Not only did I lose {$3100.00} of my own money which now means I cant pay my mortgage this month, but I also lost out on renting the unit to another renter who would have paid the {$1500.00} + {$250.00} to stay there. I turned them down saying we were booked. Please help! I want others to know of this scam and I also hope to get a refund of my money. I still have the certified envelope and check. Text messages ( phone number is XXXX. ) Email address used : XXXX. I also filed a notice with XXXX XXXX  so they can alert others and look into her profile. Lastly, I also reported the recipient for the cash app deposit. 

Thank you for your assistance.

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