Consumer complaint received 2021-01-22
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:
I'm a Wells Fargo customer and another Wells Fargo customer ( XXXX XXXX XXXX ) sent me {$500.00} through XXXX on Sunday, XX/XX/2021 and gave me the confirmation number given to him upon completing the transfer ( XXXX ). Mr. XXXX is XXXX years old and not familiar with XXXX but he sent it because I needed the money on Sunday and the banks would be closed until Tuesday. Mr. XXXX sent it to my phone number ( XXXX ) but I did not receive the money in my account nor did I receive a notification. After I still had not received a notification regarding the transfer, Mr. XXXX went to a Wells Fargo branch on Wednesday, XX/XX/2021 to inform them of the situation. After verifying that the money had been withdrawn from his account and not deposited into mine, the bank officer gave Mr. XXXX a phone number ( XXXX ) for me to call and inform them of the discrepancy. I called the number on Wednesday, XX/XX/2021 and spoke with a supervisor who said she would file a claim and gave me the case identification number ( XXXX ). I called the online banking number again on Thursday, XX/XX/2021 and spoke with a representative and gave her the claim ID number that I had been given the day before. She said that no claim had been filed so I asked to be transferred to a supervisor and was transferred to XXXX with the customer service advocacy department. He filed a complaint for me against the supervisor who failed to file a claim but lied about doing so. He also filed a claim for the missing transfer. He told me it could be something as simple as a transposed number or that Mr. XXXX was not a registered sender with XXXX. I asked Mr. XXXX if someone could please call MrXXXX XXXX and walk him through the steps to register as a XXXX sender. He took Mr. XXXX ' phone number and told me he would pass the info along and that someone would be assigned to my case in one to two days and that they would call me back either on Thursday or Friday. After not hearing from anyone on Thursday or by XXXX on Friday, I called the online banking number again. I was told it would take one to ten days for my case to be assigned to someone and another ten days for the issue to be resolved. I needed the money urgently which is why Mr. XXXX sent it to me on Sunday through XXXX which is immediately available but by Friday, the money had not been transferred and someone had not been assigned to my case. I've been unable to work and needed the money to pay my electric bill and buy food. When the money failed to transfer, I was forced to pawn my TV in order to have a little money. I can't wait 14 days for this issue to be resolved and everytime I speak to someone, all they can say is it's going to take ten days for my case to be assigned. I think this is unacceptable considering XXXX stated two issues that could have affected the transfer, both of which could be resolved with one phone call and certainly wouldn't take ten days to accomplish. I have spoken to approximately 8 different people in customer service but got no satisfactory customer service, all I received was the run around. They aren't concerned with the fact that they withdrew {$500.00} from someone's account and can't account for it 5 days later. Nor are they concerned that someone who has been unemployed for weeks and dependent upon this transfer doesn't have the luxury of waiting 14 days for her money. I wish life worked that way but it doesn't.

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