Consumer complaint received 2026-06-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
Subject : Complaint Regarding Account Restriction, Contradictory Statements, and Unexplained Status of {$260000.00} in Deposited Cashiers Checks I am filing this complaint regarding Wells Fargos handling of two XXXX cashiers checks that I deposited into my Wells Fargo account on XX/XX/year>. The two cashiers checks were issued by XXXX in the amounts of {$60000.00} and {$200000.00}, for a total of {$260000.00}. On the same day that I deposited these checks, I was informed by Wells Fargo that my account would be restricted and potentially closed because Wells Fargo believed that I had deposited altered cashiers checks. As a result, I lost access to my account and was led to believe that Wells Fargo had determined there was a serious issue with the deposited checks. However, Wells Fargo later restored access to my account without providing any explanation regarding : Why my account was restricted ; Why Wells Fargo believed the checks were altered ; Whether any investigation had been completed ; Why the restriction was ultimately removed. Even more concerning, after my account was restored, Wells Fargo representatives later informed me that I had never deposited the checks at all. Only after I advised Wells Fargo that I possessed both the original deposit receipt and copies of the deposited cashiers checks did the explanation change again. Between XX/XX/XXXX, XX/XX/XXXX, and XX/XX/year>, I received multiple telephone calls from Wells Fargo representatives and also made multiple calls to Wells Fargo myself. I have retained records and recordings of these communications. Throughout these conversations, I received inconsistent and contradictory explanations regarding the same deposits. Most notably, on XX/XX/year>, while I was physically present at the Wells Fargo branch where the checks had been deposited, branch employees contacted internal Wells Fargo departments on my behalf. Within approximately one hour, I was provided with multiple conflicting explanations, including : The checks did not exist and could not be located. I should contact XXXX and request replacement cashiers checks. XXXX was unwilling or unable to verify the checks. The checks had been placed on hold and would be mailed back to me. The deposits were currently pending review. These explanations appear to be mutually inconsistent. The same checks can not simultaneously be nonexistent, awaiting verification, pending review, being returned, and requiring replacement. One of my primary concerns is that Wells Fargo initially informed me that the deposited cashiers checks were altered and used that allegation as the basis for restricting and potentially closing my account. Later, Wells Fargo representatives informed me that the checks did not exist or could not be located. These statements appear fundamentally inconsistent. If the checks did not exist, it is unclear how Wells Fargo initially determined that they had been altered. To date, Wells Fargo has provided no explanation reconciling these contradictory statements. I subsequently contacted XXXX directly. XXXX informed me that : Both cashiers checks were valid. The checks were eligible for deposit. XXXX had not received any verification request from Wells Fargo regarding these checks. Requesting replacement cashiers checks while the originals remain outstanding could create additional complications and may result in restrictions being placed on the underlying funds. As of the date of this complaint, I still do not know : The current location of the original cashiers checks ; The current location and status of the associated {$260000.00} in funds ; Whether the checks are under investigation ; Whether the checks are pending verification ; Whether the checks have been rejected ; Whether the checks are being returned ; Whether the deposits remain under review. My concern is not simply a processing delay. My concern is that Wells Fargo has repeatedly provided materially different and contradictory explanations regarding the same deposits and has failed to provide a clear, consistent, and documented explanation regarding the status of my funds. I respectfully request a written response addressing the following : XXXX. The current status of both cashiers checks. 2. The current status and location of the associated {$260000.00} in funds. 3. Whether any fraud investigation, verification process, account review, or compliance review is currently underway. 4. Why my account was initially restricted and later restored. 5. Why Wells Fargo initially alleged that the checks were altered and later stated that the checks did not exist. 6. The department currently responsible for handling this matter. 7. Any case number, investigation number, or reference number associated with this matter. 8. The expected timeline for final resolution. Given the substantial amount involved and the repeated contradictory information provided by Wells Fargo, I respectfully request prompt review and assistance in obtaining a clear written explanation regarding the status of these deposits and funds. Sincerely, XXXX XXXX

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