Consumer complaint received 2026-02-12 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: UT

Complaint narrative:
On XX/XX/XXXX a check for {$4700.00} was written from the XXXX XXXX  as an inheritance disbursement to my ex-husband. He lives in XXXX and was in the XXXX for 12 days for his mother 's funeral. I paid for his flight and he wanted to use some of the money to reimburse me and also to have access to it during his 2 week stay. The check was signed by his half-brother who was one of the Trustees on his mother 's Trust.

We decided to put the check into my Wells Fargo bank account, and thought that he would be able to access the money more quickly, so he endorsed the check and I countersigned it. I made a mobile check deposit via the Wells Fargo app on XX/XX/XXXX not realizing that a third-party check wouldn't be accepted in that way. 

Later that day, the transaction was flagged by Wells Fargo as a 3rd party credit, which they deemed as fraudulent activity, and a notification stating such was sent to me. I was also notified ( in the same message ) that my account was going to be closed in due course as a result of the alleged fraudulent activity. 

However, the next day ( on XX/XX/XXXX ), I received a second message from Wells Fargo which said that they were delaying the availability of the funds from the deposited check, and that the funds would be available on XX/XX/XXXX. 

This was confusing. I didn't know whether the account would actually be closed or not, or whether it would be closed after the money was made available. 

After that second message, we both went into the local Wells Fargo branch in an effort to show our ID and prove that the transaction was legitimate and try to stop the closing of my account, or at least get the funds released earlier because my ex-husband was returning to XXXX on XX/XX/XXXX, one day before the funds were supposed to be released. 

However, there wasnt a banker available in the branch to verify the documents on that day. I tried to make an appointment to see a manager at a different branch before he had to go back, but there was no one available. 

In due course, my Wells Fargo account was indeed closed, as per the initial notification, and I was told that the funds would be sent back to XXXX XXXX  7-10 days after my account was closed. It was closed on XX/XX/XXXX, but 15 months later, we still have not received anything. 

All this time, we have been seeking to get the money released, in various ways, in connection with multiple communications with Wells Fargo and XXXX XXXX. I have spoken to my local Wells Fargo branch manager and loss prevention phone assistants repeatedly for over a year. During these many conversations, I have been told a variety of different stories on how to get the funds released and have followed their instructions, but to no avail. 

My brother in law ( who is a Trustee on the account ) called the XXXX XXXX  branch where the XXXX was set up to request a letter of indemnity. This request was made following the instructions from Wells Fargo to facilitate the release of the funds, but was told that they dont know which letter to send or what it needs to say to get the money released because its not fraud. 

Another brother-in-law ( who wrote the check ) had also been to a different branch of the XXXX Bank to request that Wells Fargo return the funds , but was told that it needs to be done by Wells Fargo.

In the most recent contact with Wells Fargo customer service, I was told that the only way for the money to be released was for the writer of the check ( my brother-in-law ) to go into any branch of XXXX XXXX, and tell them that the funds from the said check to the amount of {$4700.00}, had been placed and held in suspense by Wells Fargo, that the recipient hasnt received the funds and that XXXX Bank needs to file a letter of XXXX with Wells Fargo to recall the funds back to the said US Bank account. I was assured that US Bank would understand how to proceed from there and whom to contact at Wells Fargo, etc. 

So, with a letter explaining the whole situation, he again went to XXXX XXXX. While he was there, an employee of XXXX  Bank called me and said they can't do that because it is Wells Fargos responsibility to distribute the funds to me.

I then went back to my local Wells Fargo branch manager in frustration and updated her on the situation. She actually called the US Bank Customer Service line to ask what their procedure was in cases like this and was told that XXXX XXXX  should indeed file a letter of XXXX with Wells Fargo to recall the funds, but they won't do it! She also told me that if my ex-husband can't fly over here from XXXX in the next few days, the funds will most likely go to XXXX XXXX! 

I called Wells Fargo again and was told that banks only keep the money for 3-4 months and that the funds went to Utah XXXX XXXX in XX/XX/XXXX, which was only a few weeks after the check had been deposited! If that was the case, why wasn't I told that a year ago? 

I called Utah XXXX XXXX. They said they don't have it under any of the names on the check and told me to contact Wells Fargo again for a reference number and date it was sent. I did that and was told that the reference number was my account number. XXXX XXXX said it wasn't that. 

I again called Wells Fargo, got a different person and was told that the funds were sent on a different date, XX/XX/XXXX, but XXXX XXXX still could not find anything. 

I called Wells Fargo a third time and was told that the funds were still held in " suspense '' at Wells Fargo and the only way to get the money was for my ex-husband to fly over here from XXXX and go to a Wells Fargo branch with XXXX forms of ID connected to the case. 

At this point, I finally gave up and started looking for a third party to try and help resolve the situation! 

Thank you for your anticipated help.

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