I went to a local Wells Fargo branch and wrote a check for my car payment on the due date. I have the receipt from the branch for the payment. After the check had not posted to my bank account after almost two weeks, I called their 800 number and it stated the payment was past-due. Since the loan is still in my ex-husband's name, he had to call them to find out what happened. They admitted that they had lost the actual check somewhere between the branch and their processing center but instead of calling and telling us, they just reversed the payment. And, no, the check had not been returned by my bank, there were plenty of funds to cover it and my Bank confirmed that the check had not been presented for payment at all. "Customer Service" suggested that I go back to the branch and show them my receipt and give them authorization to immediately debit my account for payment. This is what I did within 30 minutes of the discussion. The teller went into the back for about 20 minutes looking for the check (???). Her manager finally pulled a report that showed the scanned check that proves it was paid on time but they were clueless how to debit my account like customer service had suggested. I suggested to them that I write another check and they should absorb the $30 fee for stop payment on the original one, but they said to call the customer service center again and let them deal with it because all they can do at the Branch is accept the payments. This is what I did and "Customer Service" said they would send it to their "lost payments" investigations and get back to me or my ex within a week. Never got a call back. So ex-husband calls again and they 3-way me in and finally agree to take a payment over the phone, which they charged me a $10.00 fee for. Then, they told me to make a copy of the front and back of the check they lost and send it to them! What? How does that work? I called my bank again (at least THEY got a good laugh out of this fiasco) to confirm that if I put stop payment on the check, it will go right back to Wells Fargo and there is no front and back copy to be made. And, like I said, the WF Branch had a scanned copy of the check they even printed it out for me. These Wells Fargo employees are totally irresponsible idiots. I've never had a bank lose a check before, I know mistakes happen, but to not notify us or take responsibility is unacceptable. If I hadn't been checking my account, this could have gone 30 days past-due without us even knowing it and gone on my ex-husbands credit report. And, they refused to pay the $30 to stop payment on the check or waive the $10.00 pay by phone fee even though they still admit they lost the check. But they did say that since they lost the check, they would not add past-due fees for the late payment. How very generous of them! Am I being unreasonable in thinking they should have done something more, like pay the $40 in fees that I incurred for their mistake? I'm baffled!
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