Consumer complaint received 2020-01-29
Company: WELLS FARGO & COMPANY
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX I came to the Wells Fargo branch at XXXX XXXX  to wire the funds for a real state closing to the XXXX XXXX. The XXXX of the branch XXXX XXXX processed the wire, however there was not process to verify that the wire instructions were legitimate. Few hours later I was contacted by the closing attorney who advised they didn't receive the funds, immediately we found out the wire instructions were sent from a hacked email. I contacted the manager of the Wells Fargo bank to place a stop payment, so she did and I got a claim number. The same night I verified and the funds were still on my account the day after XXXX  the funds left my account around XXXX XXXX. I contacted the Wells Fargo wire fraud department and I was informed the swift recall was not placed with the right procedure so the bank had to re-file a swift recall again but this time following the Correct process, the wire fraud representative mentioned the Wells fargo branch didn't reach the proper department and for that the funds were released from my account. On Monday XX/XX/XXXX my mother the second owner of the account visited the branch since I was out of the country due to work, and the Manager of the branch Mrs XXXX confirmed with the XXXX XXXX  after many calls and following many security protocols that the funds were frozen at the XXXX XXXX with a flag due to name discrepancy, Mrs XXXX advised my mother that the money would be recurved. After I returned back to USA on XX/XX/XXXX I contacted Wells Fargo wire fraud to the investigator Mrs XXXX, she mentioned the XXXX XXXX  did not t replied to the swift recovery yet. on XX/XX/XXXX I received a partial refund deposited into my account. After filing all the complaints with the police, FBI, and all consumer agencies, the XXXX  informed me on XX/XX/XXXX that they could only recovered what I was credited because the Wells Fargo did not informed the XXXX on time and the fraudester had time to withdraw {$32000.00}. The Wells Fargo was negligent by now stopping and freezing the money on my account immediately at the moment the fraud was found, also if the information released by the Wells Fargo manager was not accurate or there is a lose part on the chain that the wells fargo needs to investigate and determine and protect my rights as customer and victim of a crime. The wells Fargo did not followed up with the XXXX to make sure the funds were kept safe and frozen as the Manager was initially informed by the XXXX XXXX employee. 

The chase banks faults Wells Fargo for taking very long to reach, but I demand the refund of the {$32000.00} stolen. The culpability of either bank should be handle among the banks, not using me as a victim. 

The fraud alert whomever made the mistake, should not revert on my detriment. I am a customer of the wells fargo and the fraud alert should've stop the funds from leaving my account immediately and not allowing the money to leave 48 hours after. 
Thank you

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