Consumer complaint received 2021-06-02
Company: WELLS FARGO & COMPANY
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Money was not available when promised

Complaint:
XXXX missing Wire Transfer : We called the Wells Fargo XXXX XXXX XXXX on XXXX XXXX XXXX, XXXX XXXX, FL in order to go to the branch to send a {$16000.00} wire transfer to purchase a truck at our Retirement destination in XXXX. 
The bank staff said they could not fit us in the schedule for more than a week, but we can do the wire transfers online from our home. 
*We had already been to the branch and have sent wires before with the aid of the staff in the past. We were comfortable with this process but were told we had to make an appointment a week away. 
XXXX XX/XX/XXXX, we sent half of the wire transfer due to not being allowed to send more than {$10000.00} on any one day. - {$8100.00}. 
XXXX XX/XX/XXXX, we sent the second half of the wire transfer of {$8100.00}. 
XX/XX/XXXX, the recipient received one but not the second one. 
**This went on daily until XX/XX/XXXX. I had called in to the Service Center, on the XXXX, XXXX, and XXXX. The CSR said they will do a Wire Trace on both to see which was delivered and refund the one that was not delivered. 
**As we were leaving the Country on XX/XX/XXXX, we sent a replacement wire from a different account on XX/XX/XXXX for a different amount, which he received the SAME DAY. Same Account, new transaction numbers. 
**More calls were made, I was given the run around of lets give it a few more days. And we will check into this. I asked for a reference number, but was never given one. 
We traveled XX/XX/XXXX. I called LONG DISTANCE from XXXX XXXX at a ridiculous amount per minute call time, which I had my calls dropped, inadvertently hung up upon or a transferred call failed without anyone staying on the line. 
I began using the SECURE MESSAGE center on the website to communicate and document the transactions. 
XXXX XXXX, I sent a message for assistance. 
**XXXX  XXXX, I sent a message for assistance : I received this from Wells Fargo Executive Case Manager XXXX XXXX Claim Number XXXX Case Number XXXX **Note the Phone Number XXXX provided has a Wells Fargo XXXX XXXX come on saying the number is NO LONGER AVAILABLE. Please correct your script for the Case Managers to Copy/Paste in their replies. 
I replied with the copy of the Wire Transfer Confirmations and Receipts to the message. 
**XXXX  XXXX, I sent a follow-up message and received this from XXXX XXXX XXXX XXXX, I sent a Status Check message and received this from XXXX : XXXX XXXX, I received this from Wells Fargo Executive Case Manager XXXX : Claim Number XXXX Case Number is XXXX **So now I receive the eMail today from Mr. XXXX, with yet ANOTHER Case Number case number is XXXX **When will this end? 
***Consideration should be given from all the phone calls, time spent with Secure Messages and more. 
XX/XX/XXXX XXXX hours XXXX minutes told they would do a Wire Transfer trace and credit back the account. 
XX/XX/XXXX XXXX minutes XXXX seconds disconnected LONG DISTANCE from XXXX XXXX XX/XX/XXXX minutes XXXX seconds disconnected LONG DISTANCE from XXXX XXXX XX/XX/XXXX disconnected WF Phone number in both Executive staff messages ; XX/XX/XXXX minutes XXXX seconds disconnected LONG DISTANCE from XXXX XXXX XX/XX/XXXX minutes XXXX seconds transferred to Upper Management. Exec staff responded to Instant Message to her that they can not take direct calls. LONG DISTANCE from XXXX XXXX ***Lastly, I filed a COMPLAINT with the XXXX XXXX XXXX XXXX 
Wells Fargo 's response was they will look into it. 
***They sent a XXXX XXXX on a different server saying they will have a response by XX/XX/XXXX. 
Here we are, as XX/XX/XXXX comes to a close.

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