Consumer complaint received 2021-05-27
Company: WELLS FARGO & COMPANY
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
My mother passed away in XXXX XXXX. She lived in her own apartment in XXXX, Florida. I am a US citizen and I live with my husband in XXXX, XXXX. I am also XXXX and am restricted to a XXXX. 
As a result of the Covid19 travel restrictions, we were unable to travel to the US to sort out and close my mother 's estate. In view of this, all communication was made by telephone or email. Therefore we suffered many setbacks. e.g. several payments to the Condo by check, were lost in the Post!! 
We decided to clear and clean the apartment and then place it on the market. The furniture was disposed of locally, my mother 's personal belongings were boxed and loaded onto a container for shipping to XXXX. The shipping company we contracted was XXXX XXXX XXXX XXXX XXXX contact Ms XXXX XXXX. The service proved to be excellent and all went extremely well until time came to pay a deposit of {$2000.00} to XXXX. My US account is with Wells Fargo. 
Wells Fargo internet banking is clearly still in the 'Stagecoach XXXX age. The transfer of funds was duly requested. WF in their turn posted a banker 's check on XX/XX/XXXX. This first check went to the wrong payee, having noticed the mistake, I requested that the transfer is cancelled and the {$2000.00} was refunded to my account on XX/XX/XXXX. 
In view of the mistake I requested the transfer again on XX/XX/XXXX. We received a call from Ms XXXX on Friday XX/XX/XXXX that the deposit payment hadn't been received and payment was due immediately!! We had to make yet another payment by credit transfer which cost an extra {$60.00}, so total payment was {$2000.00}. Not taking any further risks with WF, we paid the final costs using my husband 's Euro account which cleared with no problems. 
I contacted XXXX and they claim that their check was cleared on XX/XX/XXXX!!! They also claim that their check was sent to XXXX XXXX XXXX, XXXX, the bank used by XXXX XXXX XXXX. Despite the check being cleared, the funds were never received by the payee. I have requested both banks to contact Ms. XXXX, the senior accountant at XXXX. Neither have. Ms XXXX has also tried to assist but neither bank will provide details, nor have copies of the cleared check been sent to me or to the payee 's office. Today is XX/XX/XXXX and to date, WF have opened a Claim Case, No. XXXX, also 4 Case Ref Nos., provided 5 different Telephone Nos, and handled by 7 so called Claims Specialists. They claim that the case is closed, but it isn't. My money has been lost, misappropriated or stolen!! The payee has never received the original deposit payment and neither bank have carried out a significant investigation on who cleared the check, and to who's or which company 's account. I demand : - ( 1 ) that the full amount of {$2000.00} is refunded to my account, ( 2 ) That the extra cost of {$60.00} for use of credit is refunded and ( 3 ) Some form of remuneration for the mental stress and distress caused by by each bank for their incompetence and the extra expense and inconveniences caused to both myself and my husband. 
I respectfully request that you treat this matter with the seriousness that each bank should have done. I have been defrauded of {$2000.00} and someone must account for it.

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