Consumer complaint received 2024-01-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: GA

Complaint narrative:
On XX/XX/year>, I, XXXX XXXX, made a mobile deposit for a check amounting {$2400.00}. I receive this check monthly for same amount and have made this mobile check deposit in my checking Wells Fargo account in previous months. However, on XX/XX/year> Wells Fargo took the money out of my account and gave to someone else. I immediately connected the bank and informed them of this error. Wells Fargo informed me that someone has cashed my check into another Wells Fargo account and since the deposit was made in person, Wells Fargo will honor the in-person deposit and will not give me my money back. After contacting Wells Fargo again multiple times and I reopened my case and informed the bank that I had ripped my check and trashed it after 5 days of my mobile deposit. I also mentioned that the fraud person must have taken it out from the trash and deposited it. Wells Fargo agreed to refile the fraud claim. On XX/XX/year> I received a letter, attached below, about the denial and resolution to my case. I contact the senders bank, as suggested by Wells Fargo. However, the senders bank informed me that the money was distributed to Wells Fargo checking account in my name, XXXX XXXX, and I would have to contact Wells Fargo for reimbursement since the senders bank has no legal grounds to proceed this case. I reached out to Wells Fargo for the 10th time and they reopened my case. I also added the detail in my case regarding the forged signature in the picture of the check, attached below. I have since contacted Wells Fargo about 12 times trying to get some information. On XX/XX/XXXX, the agent on the fraud claim department informed me that Wells Fargo has denied my claim again, and advised me to open a police case regarding this matter. I have since requested for the reason of my denial and I haven't heard from the bank yet. The agents informed me that the information can only be given by certain department and I won't be able to contact them and have to wait for them to contact me. I have been waiting for the response for past 3 months. 
I have also opened a police case. The detective on my case, XXXX XXXX ( Ph no- XXXX ) mentioned that he tried to contact bank regarding the information on the fraud claim and they immediately denied his request and asked for subpoena. The detective told the bank that he can get the court to email them the subpoena but the bank refused to give an email address and asked to subpoena be submitted in person. The detective then asked for an address or person to submit the subpoena and the agent mentioned they don't have the information as of right now. 
So here I am, requesting CFPB to intervene and help me get my money back from the fraud. The Wells Fargo clearly doesn't care for their customer and have violated my rights as a consumer to obtain my funds. Wells Fargo is not offering any help or solution to this matter. All the agents I have spoken to so far agree that this is fraud and should be easy to resolve but when the claim is reached to the department heads they deny my claim and refuse to give my money back.

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