Consumer complaint received 2022-02-03
Company: WELLS FARGO & COMPANY
State: NE
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/2022 at XXXX XXXX I made a deposit on my credit card to a teller named XXXX at the Wells Fargo bank in XXXX Nebraska off XXXX XXXX and XXXX XXXX using my ID that has my married name. My account is under my maiden name. I have always used my ID card there in the past but had been a while but if anything they ask me if the account possibly is under another name because birthdate and addresses dont match any other account and even the manager at bank confirmed that they should look at more than just the name. They had my marriage certificate on file so I was able to use both names ( which they say now they dont ). I didnt really think anything of it til the money went missing. I deposited {$1500.00} in cash {$100.00} bills. 
On Saturday the XXXX, while looking at my account I didnt see the deposit. I pulled out my receipt and it showed the last 4 digits of the account number was different than mine. I called the customer service line and gave all information I had including the receipt information. They told me it would be sent to be investigated and would take 3 business days and I would receive an email to the email on file ( have still yet to receive any emails pertaining to this situation from Wells Fargo ) and then an additional 1-3 billing cycles to have my funds returned to me. I told them that was crazy because it was an error on their part for putting it in someone elses account. 
On Tuesday XX/XX/XXXX, I went into the bank to see if an actual person could help. The bank supervisor found out what account it went into ( same name as my married name but in a different city ). Then she took it to the local bank manager, XXXX XXXX, he told me there is nothing they can do at the bank to fix the issue because it wasnt found within the 3 hour time frame they are allowed to correct the issue. He talked with me to go over what happened then just called it into customer service just like Ihad to report it again, who told him the same thing about having to wait 3 business days and 1-3 billing cycles and he told them to make sure all fees were waived. 
XX/XX/XXXX XXXX XXXXXXXX called and said he still hasnt seen anything with my account and has not heard anything. I told him this is ridiculous cause no one has even contacted me with the initial investigation. And everything just keeps getting passed on. I asked him how do I contact someone above him or in charge of investigation to figure out what is going on. No one has any answers no one can give me to someone to take care of it. He said he would submit a complaint but never heard anything back on that complaint. 
On XX/XX/XXXX put in complaint with XXXX XXXX XXXX. 
On XX/XX/XXXX called Wells Fargo again talked to XXXX, in customer service, who then transferred me to XXXX who said she could fix the issue. XXXX told me it was going to be 3-10 business days to investigate by the end of the phone call with still no one to be able to help she changed the time frame to 30 days. Then transferred me to XXXX in Customer Advocacy. XXXX communicated through messages with 2 other people telling me XXXX was looking into the account. She said she was messaging with people on the back end and I would receive email by the end of the day on where the investigation is at. I never received that email. 
On the same day XX/XX/XXXX, XXXX XXXX from the executive office to follow up with the complaint to XXXX she didnt give any answers still just said she was going to try to get it escalated and would contact me back by XXXX XXXX. 
Today is XXXX XXXX at XXXXXXXX XXXX and I still have yet to get my money credited to my account nor receive another phone call or email regarding my money that went missing.

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