Consumer complaint received 2019-07-27
Company: WELLS FARGO & COMPANY
State: MS
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
I needed to transfer money from XXXX XXXX, XXXX MS to Wells Fargo. I had to add XXXX XXXX to my Wells Fargo account as an authorized bank. I followed all of Wells Fargo bank-to-bank transfer validation procedures to add XXXX XXXX. I received notification that XXXX XXXX was added to Wells Fargo. Wells Fargo stated the maximum amount that could be transferred was {$5000.00}. I made the transfer transaction through Wells Fargo and received an email on XX/XX/19 from Wells Fargo stating that my transfer was being processed ( see attached email ). The next day, XX/XX/19, I received an email ( see attached ) from Wells Fargo Security Fraud that unusual activity was seen in my Wells Fargo account and my account was locked. I contacted Wells Fargo Security Fraud and they stated even though I followed the correct procedures to transfer money, that is how fraud starts. They directed me to go into a Wells Fargo branch and show them my XXXX XXXX statement and identification to prove that the XXXX XXXX was truly my account. I did what Wells Fargo wanted me to do and my account was unlocked. On XX/XX/19, it became apparent to me that my {$5000.00} transfer had never been applied to my Wells Fargo account. I have called Wells Fargo everyday this week, spoke to numerous Wells Fargo employees about my missing money. They created an investigative case number XXXX. A XXXX XXXX employee made a 3-way call with me to Wells Fargo to attempt to resolve the missing money. Wells Fargo has stated when Wells Fargo Security Fraud froze my account that the transfer transaction was cancelled and the money was returned to XXXX XXXX. XXXX XXXX   was able to contact Wells Fargo ACH department and obtained a trace number for the credit from XXXX XXXX  associated with a debit to Wells Fargo. Wells Fargo ACH department was unable to locate a trace number for a credit going back to XXXX XXXX. The XXXX XXXX  employee tried to explain to the investigative case workers at Wells Fargo that since an off-setting credit trace number was not available in their ACH files, the money was probably in their unposted funds account. Wells Fargo is very adamant that the money was sent back to XXXX XXXX but could not provide any trace numbers to prove that fact. XXXX XXXX  has searched their ACH files to ensure nothing was missed on their end. My money has not been in either account for over a month and is nowhere to be found. During my final conversation on XX/XX/19 with Wells Fargo executive investigative department, I informed them I would be filing a complaint with the CFPB and they said " OK ''. It appears to me they do not care about my missing {$5000.00}. I firmly believe when the Wells Fargo Security Fraud department froze my account, the money was cancelled from being put into my Wells Fargo account and it was not transferred back to XXXX XXXX. XXXX XXXX agrees with my belief that my money is somewhere within the Wells Fargo financial institution.

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 non-monetary relief