Consumer complaint received 2024-05-30 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Cashing a check
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
Wells Fargo misrepresented my complaint and refused to correctly state what occurred even after I sent them my statement. 
I would appreciate your reviewing of the actual facts and my sentiments concerning what actually took place at the branch located in XXXX, Georgia. I did consider this incident resolved and have moved on until I received a letter from XXXX XXXX, Escalations Representative of the Enterprise Complaints Management Office, misrepresenting and manipulating my sentiment and facts.

To save time, I will submit the incidents along with my sentiments in a bullet format. I just don't want to appear as someone that complains about standard service because what I received fell extremely short of such. 
I had a large check that I wanted to cash - the check was over a year old. 
I tried calling a banker that gave me his card in the past, but couldn't reach him or the branch for the entire day. I called customer service to see if there was a problem at that location and they said the lines were working fine. Customer Service called the branch 's internal line several times without success. I wanted to check to see if they could cash it because of the amount. 
I called a couple of other branches and they said their branch would have to order cash and told me when I could come in, but I thanked them and told them I would make arrangements at the XXXX branch. 
The next day I called the banker that gave me his card, but he didn't answer the phone. Even though his voicemail box was full and I couldn't leave a message, he did call me back that day. 
I asked him about cashing the check and he went to talk to someone and came back and told me they could cash it, but it would be 90 % of twenties and smaller bills or they could order cash, but I would have to come in ( that wasn't a requirement for the other branches I called ), I told him I was on the way. 
When I arrived, he wasn't there ( it was around lunch ), but another banker said he'd be back shortly. I asked that banker if he could help, but he said, he doesn't cash checks. It was disappointing because I didn't want to handle that amount of cash at the teller 's window. I told him I'll be back within XXXX minutes. 
Upon my return, I introduced myself to the banker I spoke to over the phone and he told me to go and ask the teller to order cash for me. I did, but I had to wait for her to finish socializing with one of the other tellers before she decided to recognize me ( I was the only one in line ).

I mentioned to her that the banker asked me to ask you to order cash in order for me to come back and cash a check. She looked like a deer caught in headlights and didn't understand what I was asking ( I was hoping that the banker would have helped with their process- he wasn't doing anything, but socializing with his co-worker ( 's ) ).

She asked me to insert my bank card and let her see the check. I asked her not to process the check since I had to come back. She was still typing and inputting information. After about XXXX minutes she went to an office and started to speak with someone without telling me or giving me my check back. 
I was waiting for her to return, but after XXXX - XXXX minutes, I saw the banker still socializing ; knowing he sees me still at the teller 's window, but uninterested in the obvious problem, I waved him over, but I think he was offended because he purposely took his time to come over ( it's a small branch in size ). 
I mentioned to him, I told the teller exactly what he told me to say and she didn't understand what I was asking. He went to that room for a status and came back to tell me because the check didn't have a current date and they had to verify it. I asked him why would they need to verify it today if I can't cash it today? He started to lie and I stopped him and plainly asked, when can I come back to cash the check? He went back to the room again. Upon his return, he told me the cash order was already processed and they have to wait until next week, and that cash could arrive within XXXX to XXXX weeks. I told him it's ridiculous that I can't cash a Wells Fargo check for XXXX to XXXX weeks, if that. I asked for the check back. He returned it to me unapologetically and I left and immediately called customer service. 
UNDERSTANDING I understand the check needs to be verified - No problem... and I didn't indicate XXXX ( I didn't understand why they had to verify the check when they didn't have the cash to process it ). 
I understand they had to order cash - No problem. I just didn't understand why they couldn't give me a day when I could return. What was I supposed to do? Call every day until they said it's okay to cash it? XXXX XXXX gave me some excuse that none of the bankers expressed concerning security. The other branches just said they would order it for me ( after I was verified over the phone ) and I didn't have to come in to ask them to order the cash.

I understand that Wells Fargo offers a basic level of service that I DID NOT receive - that was a problem!

In conclusion, the manager called me the next day and apologized. She did help me and I was able to cash the check. She also provided me with reassurances that I won't ever experience that kind of treatment again. I accepted her apology and considered this matter resolved until XXXX XXXX and her supervisor XXXX XXXX XXXX ) sent me a letter depicting me as someone that wanted special treatment along with being a chronic complainer. I was offended and they said the letter had to be created in that manner for legal reasons. 

I don't appreciate being dismissed and made to be trivial. I sincerely hope and ask that your response to my complaint would be written accurately and truthfully. Thank you for your understanding.

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