Consumer complaint received 2025-12-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
To Whom It May Concern, I am submitting this formal complaint regarding Wells Fargo Banks handling of a clear and documented case of check fraud involving my long-standing checking account. On XX/XX/year>, at approximately XXXX XXXX I contacted Wells Fargo to report a check that had been fraudulently altered and cashed. I spoke with a Wells Fargo representative named XXXX, who documented the incident under reference number XXXX. During this call, I explained that the check had been stolen from a United States Postal Service mailbox located at the XXXX XXXX XXXX XXXX near XXXX XXXX in XXXX XXXX, Florida.The original check was made payable to XXXX XXXX XXXX XXXX XXXX  in the amount of {$1400.00}. The check was subsequently altered in the Pay to the Order of section to include the name XXXX XXXX XXXX. The handwriting used to alter the payee is clearly inconsistent with my handwriting, which is very distinct. Additionally, the altered payee information was written in a different pen from the rest of the check, making the fraudulent modification obvious upon visual XXXX XXXX advised me to immediately close my checking account, which I had maintained with Wells Fargo for more than 30 years. I followed her recommendation without hesitation and completed an Affidavit of Check Fraud. The affidavit was notarized on XX/XX/year>, by Wells Fargo representative XXXX XXXX. The affidavit identified Wells Fargo Bank , N.A . as the institution, referenced claim number XXXX, and included detailed responses explaining how the fraud was discovered, how it was reported, and how the check was intercepted.As stated in the affidavit, I discovered the fraud when the intended payee, XXXX, notified me that they had not received the check. This was unexpected, as I had already observed that the check had cleared my account. Upon reviewing the check image online, I immediately recognized that the Pay to the Order of field had been altered, confirming that the check had been stolen and manipulated.The check was originally deposited into a USPS mailbox that was nearly full at the time. According to the posted schedule, collection was expected within the hour. Once the envelope was deposited, retrieving it would have required disturbing other mail, which I did not do. This strongly suggests mail theft as the source of the fraud.I continued to follow up with Wells Fargo due to the lack of resolution. On XX/XX/year>, I spoke with a representative named XXXX. On XX/XX/year>, I spoke with a representative named XXXX, who transferred me to XXXX XXXX. XXXX XXXX advised that she would escalate the matter and that I would receive follow-up communication within XXXX to XXXX XXXX XX/XX/year>, I met in person with Wells Fargo XXXX XXXX XXXX to provide additional documentation requested by XXXX XXXX. I supplied copies of the cashed and altered check ( which had already been attached to the original affidavit ), my checkbook register, and the invoice from XXXX showing the exact amount billed. I also provided documentation confirming that the invoice reference number appeared in the memo line of the check, further validating that the check was written for legitimate services and later altered.During this meeting, XXXX XXXX expressed his own frustration with Wells Fargos investigation process, stating that it was ridiculous that I had been required to expend so much effort to resolve such a clear and straightforward case of fraudulent activity.Despite my full cooperation, extensive documentation, and more than XXXX XXXXears of uninterrupted customer history with no prior fraud incidents, I received a letter dated XX/XX/year>, stating that my claim was unfounded and that the case had been closed.This conclusion is unacceptable. The evidence clearly demonstrates that the check was stolen, altered, and fraudulently negotiated by an unauthorized third party. Wells Fargos failure to properly investigate and credit this fraudulent transaction represents a serious breakdown in consumer protection and fraud resolution procedures.

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