Consumer complaint received 2022-12-17
Company: WELLS FARGO & COMPANY
State: TN
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Wrong amount charged or received

Complaint:
On XX/XX/XXXX, XXXX XXXX, went into your branch XXXX XXXXXXXX to initiate a wire transfer for {$1200.00}. When XXXX XXXX arrived at the bank, all the employees were with other customers, so XXXX XXXX waited patiently. The manager of this branch, XXXX XXXX, came out from behind a closed door and offered to help, but when he found out what XXXX XXXX needed, he stated that he doesn't do wires that often, but that he would help him. XXXX XXXX stated that he didn't mind waiting for another employee to become available, but XXXX XXXX insisted. XXXX XXXX asked XXXX XXXX how much he wanted to send, XXXX XXXX stated {$1200.00}. XXXX XXXX, also repeated the amount of {$1200.00}, but then stated that he needed to get someone to approve the wire transfer. Once the person approved the transfer, XXXX XXXX asked XXXX XXXX to verify that the account number for the receiving party was correct. They then completed the transaction and XXXX XXXX handed the receipt to XXXX XXXX. XXXX XXXX NEVER asked XXXX XXXX to verify the amount. After XXXX XXXX returned home for the evening, he handed the Wire Transfer receipt to his spouse, that's when they both noticed that {$12000.00} was sent!!!! Not {$1200.00}. 

The following day, XXXX XXXX and his spouse went to the branch to talk to XXXX XXXX and get this wire fixed and the correct amount sent. XXXX XXXX stated in front of XXXX XXXX, his spouse, and XXXX XXXX, that he sent $ XXXX. XXXX and I then showed XXXX XXXX the wire transfer receipt. When XXXX XXXX looked at the receipt and all he said was " No I sent {$1200.00} just like you said '' and once he realized the amount XXXX XXXX then stated " that's my bad '' and then ran off behind the door, a closed door that XXXX XXXX and I observed other employees exit and enter the bank 's main floor. XXXX XXXX then contacted your wire department to see if the wire can be recalled. Here is the reference # XXXX XXXX gave us XXXX. XXXX was also given a complaint ID # XXXX XXXX. XXXX XXXX and I were told that it could be anywhere from 1 to 6 weeks to get this resolved.XXXX  XXXX tried calling customer service to get updates, but was told that we needed to go to the bank to get an update. 

After returning to the bank the following Monday, XXXX XXXX and his spouse were told that the receiving bank ( XXXX XXXX ) where the wire was sent, acknowledged the recall, but that they needed to do their own investigation. In the meantime, XXXX XXXX reached out to the receiving party, and they acknowledged that too much was sent, and that they were gon na send the overpayment back, but has since stopped all communication with XXXX XXXX. 

We were just told on Thursday that XXXX XXXX  declined the recall, this is why I am reaching out to you to get this matter resolved as soon as possible. XXXX XXXX was told that XXXX has been assigned this case # XXXX and can be reached at XXXX XXXX XXXX. 

XXXX XXXX can be reached at XXXX and is eagerly waiting for your call. 

Thanks

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 monetary relief