My husband and I have been customers of Wells Fargo for years and never had a problem until recently.in Feb. We moved to a new house. I called a Wells Fargo phone banker and informed him/her of our change of address. We received all our bank statements and so forth to our new address.
In July, I ordered a new box of checks and called it in because I was told on the website that if the address had changed since the last order, thats what you have to do. I called and told the phone banker that the address for my check order had changed. All was well and confirmed, or so I thought.
After about a week I called to see where my new checks were since I hadn't received them. I was told by another phone banker that sometimes it can take up to 21 days to process and receive my order. No problem. I waited.
About two weeks after I placed the order for checks, I noticed I was charged for two boxes instead of one. I figured, no problem. Its not like they'll "expire". I'll end up using them anyway.
Around day 20 since the order, I'm checking my account via the on-line banking. I notice immediately that there were four checks cashed for a total of close to 500 dollars. I immediately called the phone bankers and reported that I had never received the checks, that these were frauds. I was instructed to transfer my account and I did so. Apparently the checks had been sent to my old address. I also ordered copies of these fraudulent checks so I could file any claims or reports necessary. A month later and I've only received one check copy. I called the phone bankers three separate times asking where the other copies were and was told the order was placed late. After I waited as long as I was told to, I called and spoke to another person who informed me that the copies were never ordered. Why is that? I asked. She said she didn't know but she did notice that I called several times.
Meanwhile, we opened our new account and were told to continue using our atm/debit cards as they were still good and would be linked to our new account. I received a new card in the mail, not knowing they had issued me a new one. I just figured it was a safety precaution since the person forging the checks was using my name. Then I noticed two debits were made on my account at two different stores.
I called to notify the bank that I did not make these transactions. I was informed by the phone banker that the bank had sent my husband a new atm/debit card also, but it was sent to the old address, right along with the pin number. How many times do I have to change my address with the bank? Why was I being told that it was all updated and taken care of, when it really wasn't? I filed a claim to get credit for those debits and reported the card stolen. I still have yet to see any credit for the debits.
Also, I was charged again for a box of checks for the new account. So that makes charges for three boxes of checks, two of which were used fraudulently and the third I wouldn't have had to even get if someone had done their job in the first place. I actually convinced myself that its only fair that I pay for one box since I'm actually using it. But the other two, I don't think so. Every time I call the phone bankers, I get the run around. I also asked to speak to supervisors, but they all seem to be in meetings no matter what time I call. I leave messages on their voice mail, but no one calls back. It's unfortunate that I don't have the name of the phone banker who initially took my check order, but believe me, I have all the others.
All I've asked for from Wells Fargo was the copies of the fraudulent checks, reimbursement for the boxes of checks I paid for but never received, and reimbursement for the debits that were made with the stolen card. I have yet to receive anything.
Jess
Dallas, Texas
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