Consumer complaint received 2024-04-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: NV

Complaint narrative:
On XX/XX/XXXX, I closed a checking account with XXXX XXXX. I asked for my money ( {$1500.00} ) in the form of a cashier 's check so I could easily deposit it in my checking account at Wells Fargo. The cashier 's check was addressed to myself. XXXXXXXX XXXX gave me a receipt which advised me to cash the check immediately. I used my mobile app with Wells Fargo to deposit the cashier 's check into my Wells Fargo Checking account. The app said that {$400.00} would be made available immediately and rest would be available within 3 days. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I proceeded to pay bills with the {$400.00} available funds. The next morning, I received an email from Wells Fargo that my account was overdrawn. I went to the local Wells Fargo location to find out why. They said a hold had been placed on the XXXXXXXX XXXX cashiers check and they didn't know why and couldn't do anything about it. I asked the manager if he could just call XXXX to verify. The manager said no and that I needed to call the XXXX 's XXXX XXXX number. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I called the Wells Fargo XXXX number and the person on the phone told me the funds were not available when Wells Fargo 's system tried to cash the check and that I needed to call the issuer of the check. I said it was a cashier 's check from XXXXXXXX XXXX  and asked if they could just call XXXX to verify. The wells Fargo employee said they can't call XXXX, and said the system would run the check again on the XXXX, and if it was returned I would be charged a fee. I asked to speak to a supervisor. The supervisor gave the same information, that it was a problem on XXXX 's end and that I would need to call them. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I called XXXXXXXX XXXX and they said there was absolutely nothing wrong with the check and that the funds were available as soon as they handed me the check. That it was as good as cash, and that there was no reason Wells Fargo couldn't cash it. They said I should have someone from Well 's Fargo call them to verify the check. I told XXXX that Wells Fargo has refused to call them. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I called Wells Fargo again. They again told me to call the issuer of the check. I told them that I DID call the issuer ( XXXX XXXX ) and that XXXX told me there was nothing wrong with it, and that the funds were immediately available. The Wells Fargo employee told me nothing could be done, that the check would be on hold until the XXXX. I asked to speak to another supervisor. The supervisor repeated that they could do nothing. I continued to demand something be done - that they had no right to hold my money for 10 days. Finally, after the Wells Fargo supervisor threatened to hang up on me because it was a " negative call, '' she finally agreed to escalate the problem to a complaints department. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- A woman from the complaints department ( XXXX ) called me back XXXX days later, on the XXXX. I missed the call by seconds. I listened to her message and immediately called back within minutes. The person that answered the phone asked me to hold while they tried to connect with XXXX. I held for many minutes and finally was told that XXXX had gone home for the day. Apparently XXXX waited until the very end of the day, right before walking out the door, to call me so that I couldn't call back. I explained the problem to this new person who could do morning. I had now spoken to XXXX people at XXXX 's XXXX about my problem with no resolve. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- The next day, XX/XX/XXXX, I got a call from a XXXX person- XXXX in the escalation department. XXXX said someone tried to call XXXXXXXX XXXX about the check the day before, but no one answered so Wells Fargo would continue to put a hold on the check until the XXXX. I said that every person at Wells Fargo I spoke to before her told me no one could call XXXXXXXX XXXX, so clearly they were giving false information. I said it is unacceptable that they are withholding my money, and begged for someone to call XXXX again. She promised that she would have have the hold removed by the next day on XX/XX/XXXX. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- It is now XXXX on the XXXX and the hold has not bern XXXX. I still do not have access to any of the {$1500.00} XXXX deposited on XX/XX/XXXX in the form of a cashier 's check from a major XXXX XXXX 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- This is a breach of contract by Wells Fargo. They said {$400.00} would be immediately available and the rest within 3 days. They have been withholding my money from XXXX XXXX. They have lied about why it was held. They have lied about solving the problem. They have caused me financial harm. This kind of financial negligence can not be allowed to happen at a major financial institution. I have had to use credit cards to get through because access to my money was withheld. I've had to delay an important car repair, putting myself at physical and financial risk because I had to deposit all the cash in my wallet intended for the repair so I could cover the overdrawn amount resulting from this unnecessary hold on a cashier 's check from a major XXXX XXXX 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I regret closing my XXXX account. All I wanted to do was move my remaining money from XXXX XXXX to Wells Fargo- the bank account I'd intended to use from that point on. I should have closed my Well 's Fargo account instead. I've never had a problem like this at XXXX.

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