Consumer complaint received 2026-03-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
Summary of Well Fargo not providing proof of final negotiation of PCMA payment in XX/XX/year>- I scheduled a payment {$1000.00} to XXXX XXXX XXXX XXXX ( XXXX ) to be made on XXXX XX/XX/year> from my checking account at Wells Fargo by using XXXX XXXX XXXX with Well Fargo. My checking account was debited the {$1000.00} on XXXX XX/XX/year>. - On XXXX XX/XX/year>, I received notice of non-payment from XXXX. - On XXXX XX/XX/year>, I provided XXXX with proof of debit to my checking account, and on XXXX XX/XX/year> I was informed by PCMA that the proof was insufficient and that I need to " provide more proof. '' - On XXXX XX/XX/year>, after failed attempts at a Wells Fargo branch office to get information identifying to whom my payment was delivered and who was paid with my funds, I made another visit to the branch office with the following letter in hand. XXXX XX/XX/year> XXXX Resolution Specialist, Executive Complaints Office Wells Fargo Bank, NA To Whom It May Concern, I am requesting detailed fulfillment records for a bill payment from my account xxxxxxxxxxxx with an effective date of XX/XX/year> in the amount of {$1000.00} to XXXX XXXX XXXX XXXX. Please note that I am NOT requesting a deposit account ACH history item. I already have that documentation. I am specifically requesting the bill-pay fulfillment record showing : 1. The method of delivery used for this payment ( paper draft vs ACH credit ). 2. If fulfilled as a paper draft : o Draft/check number o Date issued o Date mailed o Payee name as printed o Clearing status o If negotiated, a copy of the front and back of the cleared instrument. 3. If fulfilled as an ACH credit : o ACH trace number to the receiving bank ( RDFI ) o Settlement date o Receiving bank routing number o Any return code or notice of change. For reference, I have attached a copy of a prior payment to the same payee that was fulfilled as a paper draft and successfully negotiated. The disputed payment appears in my deposit account history identically to the prior payment, and I need confirmation that the same fulfillment method was used. This request concerns a payment dispute, and I require confirmation of whether the payment was generated and delivered. Please route this request to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX rather than Deposit Account Services. Thank you, IMAGES REFERRED TO ABOVE WERE PROVIDED TO THE BANK BUT NOT ATTACHED HERE - After an hour of trying to find the data that I requested, the branch office told they escalated the problem with a case number of " -- REMOVED FOR SECURITY --. '' - On XXXX XX/XX/year> I received an email specifying a different case number and promising a response with in XXXX business days. - On XXXX XX/XX/year> I received a " secure '' message from [ XXXX ] that misstated the problem and closed the case. I immediately called the phone number at the end of the message ( XXXX ) and asked that the case be reopened. After about XXXX minutes I discovered that Wells Fargo actually has a group that acts as an internal XXXX functionality and spoke with a person going by the name XXXX. XXXX found a paper check number XXXX and promised to mail me a copy of the front and back. My only choices for getting the information were US Mail or fax, both of which would take seven days. No longer having a fax machine, I chose US Mail. - It is now XXXX XX/XX/year>, and I have received nothing. I must have proof of the final negotiation of this transaction. I need to know if the intended payee deposited the funds or some unintended recipient deposited the funds that were debited to my account or if the funds were never sent by the bank. One of those possibilities should be true.

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