Consumer complaint received 2018-07-25
Company: WELLS FARGO & COMPANY
State: NJ
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/2018 I transferred {$1500.00} to my daughter 's Wells Fargo account registered on my Wells Fargo mobile banking app. I received a confirmation email to this effect. Days later up until a week my daughter didn't receive this money, I called Wells Fargo customer service to figure out what the problem was and they told me the money was in XXXX XXXX XXXX. I told them my daughter does not have a XXXX  XXXX XXXX account so I was a bit worried as to what was going on. I asked them to investigate, they checked, traced it and told me the money was in an account in XXXX XXXX XXXX with the same FIRST and LAST NAME as my daughter 's. I wondered how this was possible and told them to investigate further so they helped file a claim. 

On XX/XX/XXXX they sent me a letter saying they determined if the error was on their part but it wasn't and it was on my part so they are closing the claim. We confirmed the email registered on the account and it was the same email address as my daughter 's but without the last name ( my daughter 's email address ; XXXX while the other customer in XXXX XXXX XXXX is ; XXXX ) This was when we realized I made a mistake because bear in mind they both have the same first and last name. I am XXXX years old with XXXX XXXX and sometimes I am in excruciating pain so I do make mistakes sometimes like we all do, even the Bank does too. 

In another letter dated XX/XX/XXXX, Wells Fargo promised to help take necessary steps to service this claim one of which was ; Attempt to  contact the financial institution involved and provide a financial institution with information they need to locate the transaction. 
So I decided to call the bank again the day I received the letter, we were going back and forth, the Customer Service agent was very rude, I had to give my daughter the phone to speak with the lady so she could understand me all to no avail. I called again and spoke to another person who was able to furnish me with a tracing number for XXXX XXXX XXXX and asked me to call XXXX  XXXX XXXX. 

This customer service agent also further investigated and realized I had sent {$150.00} to this same XXXX  XXXX XXXX customer which I didn't realize, the same way I thought I sent money to my daughter no wonder my daughter never got that money ; I had no choice that to send another {$150.00} to her using her account number ( I have proof of all these transactions ) this customer service agent called my attention to this. I called XXXX XXXX XXXX and they told me to ask Wells Fargo to contact them based on Financial institution to Financial institution that they can not give me any information on a customer in their Bank. 

The following day I went to a Wells Fargo branch to speak to a Banker, he was willing to help and he opened a new claim for me this was first week in XX/XX/2018. on XX/XX/2018 Wells Fargo sent another letter to me closing my claim saying there is nothing they can do about it. I called the customer service asking them to try to contact XXXX  XXXX XXXX on my behalf after all even though I made a mistake the money in question still belongs to me and the bank should be able to help me retrieve this money from XXXX XXXX XXXX being a customer with Wells Fargo for a long time. They still kept on saying there is nothing they can do about it. My question to Wells Fargo and any other person who works very hard and pays taxes is this ; Can you let {$1500.00} and {$150.00} of your money go into someone else ' account by mistake and not do anything about it? 

I am really in need of money I had to borrow for my daughter to pay for her certificate online now I am in debt and all I am asking Wells Fargo to do is to please help me retrieve my money back from the account in XXXX XXXX XXXX. This is the reason why i am asking CFPB to help me.

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