Consumer complaint received 2025-09-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
Timeline : XX/XX/XXXX : Wrote check # XXXX to the IRS from my checking account XXXX for the amount of {$23000.00}. I took a photo of the check and the voucher before walking into the XXXX XXXX XXXX and standing in line to hand it to the postal worker. 
Item # XXXX : Photo of the actual check I wrote to the IRS, XXXX XXXX, and envelope Item # XXXX : See attached carbon copy of the check from checkbook XX/XX/XXXX : Bank statement received and indicated Check # XXXX had cleared my account on XX/XX/XXXX for the exact amount I had written it for {$23000.00}. No additional details are listed so there was no reason to suspect there was any fraudulent activity with my IRS payment. 
Item # XXXX : Bank statement showing check # XXXX had cleared on XX/XX/XXXX for the original amount written to the IRS. 

XX/XX/XXXX : While working overseas I received an email from XXXX ( company XXXX XXXX ) that I was being penalized as the taxing authority had not received my tax payment. I knew this was incorrect because I had sent the payment and the check had cleared. I went online to pull the statement and check to show it was processed for payment. This is when I became aware that the check showing in Wells Fargo system was not the check I had written but had been washed, fraudulently altered, and cashed by an unknown individual. I IMMEDIATELY called Wells Fargo to report the issue. I was advised to close the account # XXXX and open a new checking account # XXXX, which I did. Claim # XXXX Items # XXXX : Email communication with XXXX when they alerted me of the nonpayment and my response of the discovery and reporting to Wells Fargo. 
Items # XXXX : XXXX of altered check from Wells Fargo which looks of poor quality and contains handwriting that does not match mine. 
Item # XXXX XXXX XXXX XXXX : Examples of previous XXXX checks with my handwriting and showing high quality resolution. 


XX/XX/XXXX : XXXX Well Fargo XXXX to follow up since I had not received any communication on my claim or request for information or details. Was told a letter was sent to my home and they were denying the claim without even requesting details, information, or any communication about the incident. Requested a call back during California morning hours which is my evening while working overseas ( XXXX XXXX ) XX/XX/XXXX ( XXXX - XXXX ) / XXXX ( XXXX XXXX ) Did not receive a phone call but a voicemail message only from Well Fargo in the middle of the night. Called back immediately upon waking and was told I had to wait another XXXX days for a call back. I requested details about the fraudulent check cashing date and location so I could submit a police report. Was told it was not available and would be mailed within 30 days. 
Never received all call back from Wells Fargo. 

XX/XX/XXXX : Returned in country and went to file a police report providing all available information on when and where I mailed my check and filed a claim with XXXX XXXX XXXX for United States XXXX XXXX for further investigation. 
Item # XXXX : Police Officers contact and report number provided Item # XXXX : XXXX XXXX XXXX Report of XXXX XX/XX/XXXX : Went to Wells Fargo to deliver copies of all available information of the incident and was given an appoint for Monday XXXX XXXX at XXXX. 

XX/XX/XXXX : Met with Wells Fargo banker, XXXX, who reviewed all my documents and contacted Wells Fargo Claims to escalate my case noting it was very apparent I was victim of fraud and reported everything when the issue was discovered. Made copies of my documents but could not upload them anywhere unless Wells Fargo provided her with a link to submit items to the XXXX Department. 

XX/XX/XXXX : Received a voicemail only, phone does not ring, from Wells Fargo. 

XX/XX/XXXX : Received email stating the IRS received a payment from my new account XXXX however this is separate from the fraudulent money that was taken from my XXXX account. They also indicated there was no funds available from XXXX, where I assume the fraudulent check was cashed since they have not provided any additional details, and they would be denying my Escalation Case # XXXX I responded by email that this is incorrect that the follow up payment to IRS I made is separate from the initial payment by check that was stolen, altered and cashed. 
Called the claims department immediately and spoke with XXXX. He took detailed notes and spoke with his supervisor and raised a new Escalation Case XXXX XX/XX/XXXX : Forward request from XXXX XXXX police department to Wells Fargo requesting additional details of where and when this check was cashed to aid their investigation as they believe this is occurring at a central post office processing facility. Wells Fargo has yet to provide images of the back of the check or any details as to where and how they allowed such a fraudulently altered check to be cashed. 

I have all the evidence and documentation that I was not negligent and reported to Wells Fargo immediately upon learning of the fraud. 
XXXX happy to provide any additional information or details to support Wells Fargo and the XXXX XXXX Police department. 
Including Wells Fargo Communications : Item # XXXX : Original Claim Response Items # XXXX : Escalation Case Response Item # XXXX : Additional Request for information to aid investigation Item # XXXX : New Escalation Case

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