Consumer complaint received 2020-10-23
Company: WELLS FARGO & COMPANY
State: SC
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Fraud or scam

Complaint:
TRACE NUMBER XXXX FEDERAL ID # XXXX COMPLAINT # XXXX 1ST CASE NUMBER XXXX 2ND CASE NUMBER XXXX INITIAL WIRE XX/XX/XXXX ID NUMBER XXXX SCHEDULE OF EVENTS : XX/XX/XXXX CALL TO WELLS FARGO TO ENQUIRE OF THE STATUS OF WIRE INITIATED ON XXXX XXXX AND NOT RECEIVED BY THE BENEFICIARY NO ISSUES REPORTED, I WAS TOLD THAT WIRES CAN

SOMETIMES TAKE 1 WEEK ( 7 WORKING DAYS ) FEDERAL ID WAS REQUESTED THAT DAY. SAME DAY ACCOUNT NUMBER SWIFT CODE AND
ALL INFORMATION WERE VERIFIED WITH WELL FARGO AND WITH THE BENEFICIARY, NO ISSUES, MISTAKES OR TYPOS REPORTED. 

XX/XX/XXXX CALL TO WELLS FARGO TO ENQUIRE AGAIN ON THE WIRE TRANSFER. 
1ST TRACE INITIATED THAT DAY XX/XX/XXXX PHONE CALL TO WELLS FARGO. NO ANSWERS FROM XXXX XXXX, NO COMMUNICATION. 

XXXX PHONE CALL TO WELLS FARGO. NO ANSWERS FROM XXXX XXXX, NO

COMMUNICATION. REQUEST TO HAVE A HARD COPY OF THE
SWIFT ORDER. WIRE TRANSFER CENTER NOT ABLE TO SEND, EMAIL, OR DIRECTLY TENDER THE DOCUMENTS TO ME.

I WAS OBLIGATED TO WAIT THE NEXT DAY TO GO TO A WELLS FARGO BRANCH ( APPOINTMENT REQUESTED COVID 19 PROTOCOLS ). I FINALLY  RECEIVED A COPY OF THE SWIFT WHICH WAS SENT TO THE BENEFICIARY IN ORDER FOR THEM TO VERIFY ON THEIR END WITH XXXX XXXX. 
THEY HAVE YET TO RECEIVE ANY ANSWERS FROM THEM. 

XXXX PHONE CALL TO WELLS FARGO, 52 MINUTES ON THE TELEPHONE BEING BOUNCED FROM ONE PERSON TO ANOTHER, ALL REQUESTING TO RE-IDENTIFY MYSELF, NO ONE WAS RESPONSIBLE IT WAS NOT THEIR DEPARTEMENT, 4TH PERSON WAS FINALLY THE RESPONSIBLE ONE IN ORDER TO REGISTER A FORMAL COMPLAINT.

FORMAL COMPLAINT WAS INITIATED/  REGISTERED XX/XX/XXXX RECEIVED THE ONLY COMMUNICATION FROM WELLS FARGO IN A FORM OF A PHONE CALL ( ON XXXX  XXXX  ), TELLING THAT MY COMPLAINT WAS REGISTERED  AND AN ANSWER WOULD BE GIVEN BY XX/XX/XXXX. 

AN EMAIL FOLLOWED WITH THE SAME INFORMATION XX/XX/XXXX PHONE CALL INITIATED AGAIN TO WELLS FARGO .I LEARNED THAT A MESSAGE WAS RECEIVED FROM XXXX XXXX XX/XX/XXXX AFTER A SECOND TRACE MESSAGE WAS SENT ON XX/XX/XXXX " QUOTE : XXXX IS STARTING AN INVESTIGATION '' MIND YOU THIS IS OVER TWO WEEKS AFTER THE  FIRST TRACE WAS INITIATED XXXX XXXX PHONE CALL TO THE PHONE NUMBER IN BELOW EMAIL TO FIND OUT THAT THE CASE NUMBER I HAD WAS CHANGED TO A DIFFERENT ONE. 
I ALSO FOUND OUT THAT XXXX XXXX HAD STILL NOT ANSWERED FROM THEIR ONLY MESSAGE FROM XX/XX/XXXX. 

I DEMANDED THAT THE PRIORITY BE ESCALATED TO RESOLVE THIS MATTER. 

XX/XX/XXXX CALL RECEIVED AT XXXX XXXX  FROM WELLS FARGO TELLING ME BASICALLY NOTHING EXCEPT THAT WELLS FARGO XXXX OFFICES WERE INVESTIGATING AND THAT MY FUNDS HAD BEEN RECEIVED BY XXXX XXXX AT A CERTAIN TIME ON A CRTAIN DAY AND CONVERTED TO EUROS. I REQUESTED THAT THIS INFORMATION BE SENT TO ME VIA EMAIL. I HAVE YET TO RECEIVE ANYTHING. ON TOP OF THAT I WAS TOLD THAT WELLS FARGO REQUESTED THE FUNDS TO BE SENT BACK. I NEVER AUTHORIZED THAT. 
AS OF TODAY XX/XX/XXXX NOTHING IS RESOLVED., NOONE KNOWS WHERE MY FUNDS ARE, AND NOTHING HAS APPARENTLY BEEN DONE.

This situation is unacceptable.

the wire transfer was initiated 1 month ago, 8 phone calls to wells fargo wire transfer center, 2 traces and a complaint were as well initiated I have yet to receive any answers, any communication beside the one
mentioned, I have to call in order to receive any information. this is absolutely SHOCKING.

Wells fargo as an obligation of result, Wells Fargo accepted a transaction and charged fees for it. My funds have disappeared, this is fraud, robbery and criminal.

It seems that very little effort has been initiated to resolve this major problem.

Wells Fargo has banking relationships with international banks as an international bank it self, the treatment of this situation is the poorest I have ever encountered in 20 years of international business not to mention the shocking level of incompetence of Wells Fargo agents. It is also to be noted that this is not the first time i have wired funds to that particular account to that particular vendor and never encountered any issues. SHOCKING

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 monetary relief