Consumer complaint received 2024-10-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
On XX/XX/2024 I received a call from a customer service representative of XXXX XXXX XXXX where I have my car loan. They communicated that the XXXX car loan payment of {$1800.00} was not received. I communicated that check # XXXX appeared chased on my account. XXXX XXXX XXXX requested the check image of the cashed check and I faxed it to them for verification. 
On XX/XX/2024 I received another call from a XXXX  XXXX XXXX representative to communicate that the endorsement was forged and they never received that payment. I immediately called Wells Fargo to communicate the check fraud information and opened a new checking account and closed account ending - XXXX. 
In mid XXXX, I received via mail the documentation to be completed by me so that Wells Fargo can resolve my fraud claim. The letter dated on XX/XX/2024 stated that I had 20 days to complete said documentation that I received by mail around 5 days post that date. 
On XX/XX/2024, I completed the documentation on the items under my control, including reporting to authorities the check fraud issue. The problem on the documentation is that Wells Fargo Claims Department has draconian requirements related to endorsement check fraud claims, where the payee has to sign the document and sign in front of a notary. There begins the back and forth between myself and XXXX  XXXX XXXX to figure out how they could support me in getting this completed. After weeks of back and forth, and the back office documents department ( emails sent ) not replying to my requests. 
On XX/XX/XXXX, a customer representative from XXXX  XXXX XXXX issued a letter from her system ( only they are able to generate ) that demonstrated the clear account and payment history information that shows they did not receive the XXXX payment. They hope this could be use as an alternative documentation to present to Wells Fargo. 
On XX/XX/2024 Wells Fargo issues a letter stating they have closed my claims investigation as they require for that Affidavit to be completed and notarized. 
I escalated this situation to the Branch Manager and set up an appointment on XX/XX/XXXX to address the situation and ensure proper escalations with District Manager and Complaints Department. 
We are in XXXX and Wells Fargo refuses to consider the documents I have attached as clear proof that the check was not received by payee and fraud occurred. 
This needs to be reported because there needs to be an improvement in the customer service experience of account holders at Wells Fargo. This process shows that our money is NOT safe in Wells Fargo because they refuse to ensure an investigation is occurring so they can further improve the safety mechanisms they have available for their customers. It is so unfortunate that I will need to cancel my business with Wells Fargo because they are losing my trust, and it is unfortunate because the staff in the branch I visit weekly have been nothing but supportive in looking for ways to intercede on my behalf.

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