Consumer complaint received 2018-06-06
Company: WELLS FARGO & COMPANY
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
To whom it may concern, My name is XXXX XXXX, a customer of Wells Fargo since XX/XX/XXXX. I first would like to say I hope you are having a great day but I am upset because of the inconsistent advertisement of XXXX being able to transfer money in minutes. I have been using XXXX with Wells Fargo over the past couple years. Recently, I have been receiving a payment transfer from one of my clients who also bank with Wells Fargo. This client has had the same issue I am about to explain. On XX/XX/XXXX, I used XXXX to transfer {$860.00} to my XXXX XXXX account. Earlier that same week, I transferred money with minutes on three separate occasions. On XX/XX/XXXX, when I transferred the {$860.00}, I have still not received my money into my XXXX XXXX   account yet. I have called both banks and they told me I chose to receive my money later instead of now. Well, I knew that was a lie because when you use the app with Wells Fargo, it only allows you to send money in minutes. It does not allow to change any delivery options. I have attached those screens shots to this email to give visual of what I am explaining. Even if I chose to receive my money the next day, it should have been in the account days ago regardless of the holiday on Monday. Wells Fargo was open Saturday, Tuesday and today. I believe today Wells Fargo released the money to be sent to my bank by it has offset my account with a - {$350.00} ( XXXX XXXX ) in fees. I'm currently at - {$470.00}. I should not have been at that amount because this is a service that is advertised to take minutes at most the next day. I never go online to send money or change any settings so the money would be transferred at a slower rate. This is very poor busy practice or a procedure that needs to be looked into because after doing research online, I have found others who have experienced the same issue. Just to reiterate, I transferred {$200.00}, {$19.00}, and {$5.00} all in the same week within minutes. All I'm asking is for the right thing to be done because I should not have a negative balance. I try hard to manage a positive account and stay away from overdraft fees. I currently work for XXXX XXXX and have my payroll going to Wells Fargo every two weeks. My father banks with Wells Fargo, had his mortgage with Wells Fargo, and has loans with Wells Fargo. I want to continue to use Wells Fargo but I can't under these circumstances. There's more I need to explain but I don't want to make this email any longer. I thank you for your understanding and look forward to hearing back about this issue. I also have attached photos to this email. The above reference is what I wrote to them last week. As of now, I have paid over {$730.00} in overdraft fees related to the XXXX payment that was not delivered when it was supposed to. The basis is I have spoken with Wells Fargo corporate, bank, and phone support. I get different answers about this situation and they all seem not to really know what the app does or how XXXX works completely. I have reached out to XXXX and they have explained to me that most transactions are within minutes and at most within 1-2 days. Wells Fargo transactions take about 3-4+ days on amounts of $ XXXX even though Well Fargo advertises I can send up to {$2500.00} in one day through XXXX in minutes and {$10000.00} in a month.

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