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I worked for 25 years at a major bank as a customer service supervisor. The info the rep gave you seems correct to me, however they did a lousy job explaining it to to you. First, you are responsible for activity on an account if you know checks were stolen, the only reason the call made a difference is you proved to them you knew the checks were stolen, however they could have proved that without the call because you just ordered the checks and would have to admit you do not have them in your possesion when you called to dispute the fraudulent charges. The reason the account had to be closed is that it is possible to use the routing number and checking account number without using the check numbers or physical check, making a stop payment useless in this case. This typically happens in mail fraud, so if banks know a thief has this information they will not assume the risk because it can simply be prevented by changing the account number. It was totally unreasonable of you to expect the bank to risk losing their money for your convenience when ultimately it was your fault the checks were stolen since you choose to save money by sending them regular mail to an unsecured mailbox rather then fedex.

My God what a mess you created. Why not just close the account; what is the big deal? You made this issue, you created pain for yourself, and now your are complaining about it. Shut up and open a new account like you were advised to do. If someone has your checks, you getting new ones does not protect you at all. Dip shit, do you expect Wells Fargo to take the fall from someone drawing on your account since you were too lazy to get the box out of your mailbox when you had the chance to? Idiots like you cause bank fees to rise and rates to fall.