Consumer complaint received 2019-07-12
Company: WELLS FARGO & COMPANY
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
I have a Wells Fargo checking account where I have used XXXX to transfer funds to my landlord for two years. I have never had an issue. I added a new recepient in order to send a small amount of cash. The error I received was to call customer service to identify myseld. I spoke to a rude customer service person named XXXX who could not clearly explain why I needed to do so, but then said I needed to verify my phone number. I explained that my phone has been verified because I receive texts with activity updates on my account. XXXX then said that he would open a case for me. I asked why and he said so he can verify my account information. He never gave me the case number and then said that he would send me to a complaint specialist when I asked why he can not see that my information has already been verified. He sent me to a woman named XXXX   who had no idea why I was transferred to her. I emailed Wells Fargo of this incident and my response was below : I am puzzled as to why that case # XXXX was closed. I was never notified of it being closed or any update whatsoever. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - From : Customer Service Sent : XX/XX/2019 XXXX XXXX Subject : Re : Transfer and deposit questions ( XXXX ) Dear XXXX XXXX : Thank you for contacting Wells Fargo. My name is XXXX, and it's my pleasure to assist you today. I am an XXXX XXXX XXXX, and your concerns have been forwarded to me for review. 

I thoroughly reviewed your account details. Ensuring that you have the best possible banking experience is of the utmost importance to us, as you truly are a valued customer. 

Please accept my apology for your unpleasant experience, your concerns have been documented. 

I understand your concerns regarding adding a recipient using XXXX. I reviewed case number XXXX, our records show this case has been closed. Email customer service has limited information regarding tech support cases. 

Please be assured that we strive to assist with all situations and resolve all issues through email, as we know that email correspondence is generally a more convenient way for our customers to reach us. 
However, there are times that some matters can not be resolved or processed through email. 

We'd like to assist you by phone to help ensure that all of your needs are met and resolve any problems or concerns you may have. Please call us anytime at XXXX. 

Thank you for your business. We're happy to have you as our customer. 

Sincerely, XXXX XXXX. 
Wells Fargo ORIGINAL MESSAGE : -- -- -- -- -- -- -- -- - I need to address an issue about adding a recipient to my transfer feature. I added XXXX XXXX, but I never got to send him money because once I added him, the transaction said it needed to verify me. I provided his email so he could receive it and follow instructions through XXXX. I called customer service and the person named XXXX was pretty rude and fast talking not listening to my point. He said he was going to open a case to verify my phone number and email which I told him it made no sense because those are already on my account and have been verified for a long time. He said it didn't matter because they have to do it again as if I was a new customer. He then said he would transfer me to file a complaint & transferred me to a lady who was hard to understand and sounded like she was in another country and she didn't have anything about me. Basically I wanted to send my friend {$40.00} for model cars that he will ship to me, and added him on XXXX. Thank you! XXXX

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