Consumer complaint received 2026-03-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
It started out with a job offer that was supposed to be remote according to the hiring manager, he would be providing funds so I can send to the vendor that handles all the equipment and software. Before depositing any check or withdrawing any money from my account I called Wells Fargo customer service line. I spoke to the representative and I told her that I have a feeling this is not a real check especially because it is emailed and not a physical check. The rep proceeded to tell me if it looks real I can deposit it. I was not comfortable with this once again. I went ahead and told her I dont think this is real but if I deposit it, how do I know if its real or not? The rep said if its real, the system will approve it. I will still not at peace so I proceeded to ask her is there not any form or measurement that you take before me depositing this check in order to determine if its real or not? Do you take any preventative measures once I do deposit this check the rep said if its real, it will deposit into your account and it should be fine so then I asked her OK so if I deposit this check, you do understand that you are the one telling me that itll be fine that its OK. She said yes and then we hung up. I deposited the check and I was still not comfortable so right after I deposited that check, I called back Wells Fargo and I informed the next rep the situation the context that its not a physical check and that the rep before him had just told me that if I deposited this check and the system of step sick that its real however Im calling back because I just deposited it and I want to make sure that this is still OK. I also want to ask since it is a mobile deposit to look at the pictures and let me know if theres any preventative measures that you can take at this point the prep proceeded to tell me that the pictures looked real and that it was fine. The rep did not explain to me if its fake. What is the timeframe? What are the consequences or what would happen if it wasnt real even though I was asking him like is that all the information that you can give me and he said yes. So then I said OK cause this manager wants me to know move that money to Cash app I still dont feel comfortable. The rep said if that money moves to cash app thats fine. Im very concerned at this moment that no preventative measures are being taken and that I am not being guided properly. I asked the rep 2 to 3 times the same question if the money is not in my account and I move it to XXXX XXXX and its fake its still going to be taken out. Is it still going to bounce back and he said yes if it goes to your cash app thats still fine. Every single step that I took with depositing these checks I made because Wells Fargo told me that it would be fine, they partially informed me and did not disclose all details of how the system works, and if the money in my bank account is not there. They made me believe that if the checks bounced after the money has moved to cash app that I can still be returned. The next morning this manager proceeded to send me another check once again. I called Wells Fargo and I asked did the first check bounce and the representative said no, I informed him that the hiring manager has now sent me a second check and at this point, I feel even stronger that this is a scam. I even went ahead and pointed out the fact that all representative that Ive spoken to keep telling me that its fine but Im verbally letting you know that its a scam it has to be. The representative said if the system takes it, its not., I got very frustrated and I said how can you be so sure if youre not taking any preventative measures and the customer is literally telling you that its a scam. Its a scam because the amounts are high and I dont know anyone in a healthcare setting that pays through XXXX XXXX or XXXX. The rep said that he supposedly knew customers that did pay their staff with bitcoin, and I said I dont know anybody personally, at least not in the state of California Ive never heard of anybody getting paid through XXXX XXXX or bitcoin that works in the health healthcare. Ive been working in healthcare since 2011. He proceeded to say that it was fine that people do get paid with bitcoin or cash app still, I did not believe him. I simply ask him again. OK Im taking your word for it and just understand that every step that I have been taking is because Wells Fargo says its gon na be OK. The following day in the morning, I called the bank on this side check, the representative that I spoke to the bank on the check immediately told me that it is fraud, and that my bank needed to know. I went aheadescalated me to the fraud team when I spoke to XXXX in the fraud team. and called Wells Fargo again and I told them I just confirmed with the bank on the check that it is a scam that I was a third person this week with the same scenario being scammed. The representative escalated me to the fraud team when I spoke to XXXX in the fraud team I explained to him the situation and how every step I called to Wells Fargo before I made it and now the manager had sent me a second check. I also informed him the call I made to the bank on the check and the representative confirmed its a scam so I needed to know how I was going to be protected and my money. XXXX said the checks look real. We can not confirm that what youre saying is true and youre just going to have to wait. I was very frustrated at the fact that I told him that the bank on the check literally told me that it was a scam. XXXX then said the pictures of the check look real. The checks have not bounced and if its a real company, then great but if its not then youll be fine. This did not happen, every single rep, including the fraud team did nothing to protect me to guide me properly and to have my best interest. Now Wells Fargo has taken an additional XXXX from my account which I have worked so hard for. I have been working from XXXX AM to XXXX PM every single day. Im very upset that after being a customer for XXXX years, communicating with Wells Fargo before taking any steps and trusting their advice. Im upset that I wasnt given all the information and on my personal money has been affected. I will be closing my account and pursuing a lawsuit.

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