Consumer complaint received 2018-11-06
Company: WELLS FARGO & COMPANY
State: NC
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
Thursday XX/XX/XXXX I went to my Wells Fargo branch, talked to a personal banker, and requested a wire transfer of {$9500.00} to the XXXX. He completed the form with the information he requested from me, sent it to the wire transfer department and told me it would take about a week. At XXXX we had completed the transaction. 
Thursday XX/XX/XXXX I went to the branch again and talked with the same banker. I had expected the money to have arrived in the recipients bank account. He called the wire department to check on it and told me that he thinks it takes 7 working days not calendar days. He told me the wire department said they had not had the funds returned so that was a good sign but they did not appear to know where the funds were. He said it may arrive as late as Monday XX/XX/XXXX. It did not arrive on the XX/XX/XXXX. 
Tuesday XX/XX/XXXX I talked to a banker on the phone and said I wanted to file a complaint. She said she would look into it and that they could put a trace on it if I wanted, and that usually they charge for that, but she would waive the fee. I also asked for the wire transfer fee to be returned since they had not provided the service as described. The {$35.00} wire transfer fee has been refunded. 
Wednesday XX/XX/XXXX I went into the branch again. I was concerned that Wells Fargo might not have collected all the necessary information to complete the transaction. I took the information with me and talked to a different banker suggesting that maybe the transfer failed due to incomplete information. I offered to provide additional information ( twice ). The banker did not respond but contacted the wire transfer department. She informed me that the transfer takes 8 working days and that the transaction was not initiated until the XX/XX/XXXX. This was news to me. I understood it was initiated on the XX/XX/XXXX when I requested it and the money was removed from my account. It was already the 8th day. I was told the trace would take 3 days and she would call me when the money arrived. I asked to be updated each day. I also talked to the branch manager and expressed my concerns about lack of training in the bank, lack of service, and poor processes. 
Thursday XX/XX/XXXX the banker I worked with initially emailed me, said he had escalated the complaint. He copied the branch manager and someone from the customer resolution service. I responded to all. As of end of day Monday XX/XX/XXXX neither of them contacted me. 
Tuesday XX/XX/XXXX I emailed the branch manager to escalate my complaint and ask for the name of his manager. He provided her contact details. He did not acknowledge that I had requested a refund. His message suggests he is still waiting for the transaction to occur : I will review your account tomorrow. If the funds are not available, I will contact our wire department again. 
I responded to him and his manager saying that this was unacceptable. I asked his manager if she intended to play any part in resolving the issue.

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 explanation