Consumer complaint received 2025-11-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: PA

Complaint narrative:
I am writing regarding a {$15000.00} check deposit made at my local Wells Fargo branch. I have been a Wells Fargo customer for over a decade and have always maintained my accounts responsibly. 
On XX/XX/2025, I received a check for {$15000.00} from XXXX! Casino. For safety reasons, I chose not to take a cash payout. Instead, I accepted a check drawn on XXXX XXXX XXXX XXXX, which is the institution Live! Casino uses for its business operations. 
Before depositing the check, I personally went to the XXXX XXXX XXXX XXXX branch located next to the Wells Fargo branch. XXXX XXXX XXXX XXXX confirmed the following : The funds for the check were fully available. 
Checks issued by XXXX! Casino are common and routinely verified without issue. 
Wells Fargo should have no problems receiving or collecting these funds. 
Only after verifying all of this did I present the check for deposit at my Wells Fargo branch. I deposited the check with a teller, who informed me that a hold would be placed on the funds. I acknowledged the hold, and I was provided with a written hold-release schedule with the following release dates : XX/XX/2025 XX/XX/2025 XX/XX/2025 However, on the morning of XX/XX/XXXX, no funds were released according to the schedule. I did not receive any communication from Wells Fargo regarding changes to the hold. When I contacted the bank, I was informedwithout prior noticethat the hold had been extended to XX/XX/2025. 
To further investigate, I contacted XXXX XXXX XXXX XXXX. They confirmed once again that : The funds are available, There is no reason for an extended hold, and Wells Fargo should not be experiencing any difficulty obtaining the funds. 
I then contacted Wells Fargo again and was told that the hold was extended because Wells Fargo was unable to obtain the funds. I now know this is incorrect based on direct confirmation from XXXX XXXX XXXX XXXX. 
Additionally, when I asked both banks whether the checks funds could be verified over the phone, both sides agreed verification could be done but Wells Fargo claimed it did not have the check or check information, and XXXX & XXXX could not verify without those details. This is unreasonable and concerning, as the check was deposited directly with Wells Fargo and should be fully traceable. 
It is unacceptable for Wells Fargo to : Provide an official hold-release schedule, Fail to honor the release dates given, Extend the hold without notifying the customer, Provide inconsistent and inaccurate explanations, and Cause unnecessary and significant financial inconvenience, especially when the funds have been confirmed as available from the issuing bank. 
I am requesting immediate review of this matter, correction of the hold extension, and release of the verified funds as originally scheduled. 
Thank you for your prompt attention.

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