Consumer complaint received 2023-12-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: WELLS FARGO & COMPANY
State: CO

Complaint narrative:
On XX/XX/XXXX of XXXX I noticed that someone cashed a check on my checking account for {$920.00} but the amount was not authorized and since the transaction was still pending I could not see who was the person that cashed the check I immediately called Wellsfargo to report the transaction and they took action by submitting the fraudulent claim and closing my account and opening a new one they gave me information of the person who cashed the check and I stated that I did not write that check and that I did not know that person but mentioned that I wrote a check for {$25.00} to the XXXX XXXX XXXX for a donation that I do in behalf of my mother and that I dropped off the envelope to my local post office directly with the {$25.00} check with a description that said Donation I have the check slip copy of that written check. So they said that they will submit the claim to the investigator and will let me know but in the meantime they amount was refunded to my account. On XX/XX/XXXX of XXXX I noticed a {$920.00} debited from my account with the description of claims/fraud and I called Wellsfargo and they could not give me any information of why that was debited, the representative just said that more than likely the claim was denied and when I asked the reason they said that they can not give me the reason, that I have to wait 10 days for me to get an answer. I explained that I could not wait 10 days because that was my mortgage payment and asked to be transferred to someone else and he said that there is nobody else that can help me. I called again the next morning and explained the situation and asked for the reason why my claim was denied and they could not give me an answer they said that they will put a request for the XXXX to call me within 24 to 48 hours and that was at XXXXXXXX XXXX  on Monday XXXX XXXX. I then went to the bank to request a copy of the check that the person cashed with the intention to go file a police report and the banker was going through my account and could not see the check that was cashed I showed the banker my check book of the check I wrote to the XXXX XXXX XXXX for the amount of {$25.00} and he offered to send a copy or fax to the XXXX to compare but he said that there was nothing they can do at the branch for me, he recommended to call the number again. I called again around XXXX that day and spoke with another representative and he was able to tell me that the reason the claim was denied was because it was my signature, I then explained again the of course it was my signature because I wrote that check for a donation to the XXXX XXXX XXXX for {$25.00} and that in the description said Donation I even told the representative that this was not the first time I send that donation and that I have proof of the original copy slip of the check I wrote but he said that there is nothing that they can do that I have to wait for the investigator to call me back and that he will send a rush message to the investigator to call me back at the end of the day. I did not receive a call back. I then called again on XX/XX/XXXX at XXXXXXXX XXXX and explained the situation to the representative also stating that I will not be able to pay my mortgage because of that deduction and asking for an explanation and resolution and she said that I have to wait 24 to 48 hours for the investigator to call me back. 
I've explained to all the representative the struggle that they have put our family and that if it doesn't get resolved quick we will not be able to pay our mortgage but nobody seemed to be able to do anything else but tell us to wait 24 to 48 hours.

I have waited more than 48 hours and still have not heard from the Investigator and I do not have record of the check that was cashed to file a police report and I did not receive a letter explaining why my claim was denied and have not given the opportunity to appeal my claim and get my money back.

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 monetary relief