Consumer complaint received 2023-10-27
Company: WELLS FARGO & COMPANY
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
Below is that of my opinion and understanding... 

After the previous response from Wells Fargo, I was disappointed to see they passed the blame on the consumer after already acknowledging that they did indeed change the coding on the money transmitter page, thus attempting to create a format to where the consumer was forced to scroll down on the agreement page, even though it is only 1 page anyways and could instead just put a radial button that does the same thing. 

Other words, Wells Fargo acknowledged they did make a change to the money transmitter online system, that they did indeed change the only button that is not working for me, and it also prevented the transaction, and is the only change Wells Fargo did make since XX/XX/2023 to their money transmitter system. 

In Other words my complaints were legit, but Wells Fargo failed to respond to the CFPB in the affirmative, even though it was done via phone with me. I did not mind if A prudent response was CFPB of CORRECT information, however this did not happen. 

If WF provided correct info to the CFPB, then were to continue the complaint internally with WF, I was willing to work with them on this, however any misleading to the CFPB was not acceptable to me and I informed WF of this. After informing WF of this, they seemed to have stepped up the complaint investigation a bit more. 

It was previously agreed that indeed the button I was complaining about, which prevented consumers from using WF service, especially those that tend to lean towards people of foreign nationalities, immigrants, race, those of lower wealth amongst others. 

For example, some countries - money transmitter services are a large part of XXXX as well. 
Wells Fargo error was not of exchange of money, but simply coding errors from their technology team, this was even confirmed in some ways via the global remittance service of WF supervisor that informed me that I was not the only one that this has happened to. 

Wells Fargo randomly called me up, offered me reimbursement and extra money for my findings, I informed them they can do whatever they want, it's up to them and that I was not going to say yes or no. 

I confirmed via phone or with WF that indeed they did acknowledge that it was a technology error on WF side, and that I was correct, and asked if I could say this to CFPB, WF stated yes I can say this and it was fine. So this is exactly what I am doing, and in hopes that WF does do a better job next time especially w XXXX XXXX hoping to they take complaints more serious when they do make serious known changes to their system, as not all system upgrades are perfect, however its common knowledge that anytime errors occur they companies at least look into it without having to go via CFPB. 

Wells Fargo response ( part of it, is below ) What you need to know We have previously attempted to resolve your escalated complaint around ability to complete Global Remittance transfers through Wells Fargo Online Banking and appreciate your diligence to contact us further as needed. 


We would like to provide resolution that in further escalation of your concern we have identified that there is a technology issue impacting customers being able to complete Global Remittance transfers through online banking. When completing Global Remittance Service transfers through online banking, recent online banking updates require customers to fully view a transfer disclosure on their device for the accept transfer button to be enabled. Based on device and settings on the device it has been identified that customers may not have this option available. Customer service representatives from Online Banking and Global Remittance are aware of potential troubleshooting options to provide to the customer to assist but if these options to not allow the customer to review the related disclosure they would need to complete the transfer in branch or over the phone.

I was disappointed to see the misleading information to the CFPB, so I informed WF that if they did not inform the CFPB of the agreed upon results, that I would as I found the previous response not prudent.

" Due to your escalated impacts and voice of these concerns I want to provide reassurance that Wells Fargo is reviewing options to update how these disclosures will be presented in Online Banking in the near future to avoid impacts to customers when possible. During our research we identified that this issue is not caused by your Online Banking profile or how it is set up but is due to this technology issue with the Online Banking transfer workflow. Until additional updates are made, impacted customers will have the options to complete these transfers over the phone or at a banking location.

During our review of prior complaints, we have provided resolutions that you felt did not sufficiently address your concerns. We have previously responded to you as well as CFPB Agency. If you feel that updated resolution needs to be provided to any associated agencies, you reserve the right to contact these agencies and open an additional concern in which we would be happy to provide them updated resolution to address the concern as needed. ''

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