Consumer complaint received 2023-05-05
Company: WELLS FARGO & COMPANY
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
In XXXX, my income was unexpectedly > {$140000.00} so I was no longer eligible to contribute to my Wells Fargo ( WF ) Roth IRA. I realized this when filing XXXX taxes, so I contacted WF on XXXX XX/XX/XXXX by phone. I live overseas ( in XXXX supporting XXXX XXXX ). I originally asked WF to open a traditional IRA and move the funds I had contributed to the Roth IRA since XX/XX/XXXX ( {$6900.00} ). When I did not see any transfers, I contacted WF again on XXXX XXXX by phone ( again, because I live overseas ). By this point, I opened a traditional IRA with XXXX XXXX ( a physical branch exists in XXXX ). On the phone at this time, WF indicated the traditional IRA creation with WF had been canceled for unspecified reasons. WF did not contact me about this ( I learned this over the phone when I inquired about my previous contact with them on XXXX XXXX ). I asked to move funds from my WF Roth IRA to the XXXX XXXX traditional IRA, but I needed the Roth IRA account number from WF to initiate the transfer. WF refused to give me the number over the phone without me coming to a physical branch despite explaining I live overseas working for the XXXX XXXX ; however, WF said they could initiate the transfer on their end because I had the account number at XXXX XXXX. WF initiated the request on XXXX XXXX ( I digitally signed a document for this, attached ). I saw the funds leave my account on XX/XX/XXXX ( {$6200.00} with {$690.00} withheld for taxes ). The transfer never made it to XXXX XXXX, and XXXX XXXX claims to have no record of the failed transfer. I called WF again on XXXX XXXX. This is when I was told by WF that the ACH rejected the request so WF automatically sent a check to my mailing address. WF made no contact with me whatsoever during this time to inform me what had occurred. I had previously told WF I live outside of the country, so I didn't have immediate access to my mailing address, but in addition, no attempt was made by WF to inform me about the ACH failure or the mailed check until I called them ( I have a F po box , but mail from the continental US to overseas F po box es would take too long given the XXXX XXXX deadline by the IRS for prior year contributions to an IRA -- this might not have been the case if WF had done what they agreed to on XXXX XXXX ). Federal tax laws requires transfers to occur before XXXX XXXX, so at this point the transfer to a traditional IRA was moot, but I still needed to remove contributions from the Roth IRA to avoid other federal tax penalties ( XXXX XXXX/year ). I returned to the US on XXXX XXXX and learned no check had been received at my mailing address ( my parents live there ). I physically visited a WF branch today ( XXXX XXXX ) where I sat with a banker for three hours, spoke to eight different persons in the WF IRA department, and got multiple runarounds and claims about a check being mailed on XXXX, XXXX or XXXX XXXX ( it was never made clear what their record of events is ) until learning the {$6200.00} is in a " QL fund. '' At this point WF has said they can not print me a new check or put the funds into my checking account ( which is a WF account... ), and I remain waiting for the {$6200.00} ( or {$6900.00} if taxes should not have been withheld ). In all of this, WF has never reached out by email, phone, or any sort of documentation to communicate the funds being moved ( which are now both delayed and being moved in ways I never approved of ).

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