Consumer complaint received 2019-07-28
Company: WELLS FARGO & COMPANY
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Wrong amount charged or received

Complaint:
CFPB Wells Fargo Complaint While I was living out of state before moving to XXXX, XXXX I was asked by my new XXXX landlord to send XXXX rent through XXXX XXXX Partnership with XXXX. As a first time user of this process, I had to split my payments in two 24 hours apart. 

XX/XX/XXXX : Submitted payment for {$500.00} XX/XX/XXXX : Submitted payment for {$150.00} XX/XX/XXXX : Landlord advised money was sent to a closed bank account with XXXX XXXX by accident and money should be returned based on an email they received from XXXX XXXX. 
XX/XX/XXXX : Received {$150.00} reversed to my account XX/XX/XXXX : Called and filed Claim with Wells Fargo for missing {$500.00} XX/XX/XXXX : Wells Fargo closed claim showing money was deposited into landlords account successfully without error. 
XX/XX/XXXX (? ) : Called Wells Fargo Claims who advised they would not reopen claim, but I could fax any documentation I had regarding my distribute. 
XX/XX/XXXX : Faxed Wells Fargo a copy of the email Landlord received from XXXX XXXX showing the payment of {$500.00} was rejected and would be returned to me. 
XX/XX/XXXX : Called Wells Fargo back who advised the Claim Remained Closed and suggested my landlord file a claim with her bank. Wells Fargo states they never received a refund from XXXX XXXX and would not credit my account. 

Landlord opened up her own claim with XXXX XXXX in the meantime. 

Landlord went to a Wells Fargo Branch and asked for me to do the same to see if they could provide more assistance locating and returning the missing {$500.00}. 

XX/XX/XXXX : Went to Wells Fargo Branch and the local banker called their claims department who reopened the claim. 
XX/XX/XXXX : Wells Fargo closed claim. 
XX/XX/XXXX : Received letter from Wells Fargo that they closed the claim the same day it was reopened ( XX/XX/XXXX ) reiterating that the payment was successfully deposited. The letter was mailed to my old address in XXXX and it took time to be rerouted to my new address in XXXX   even though I had already updated Wells Fargo with my current address. 
XX/XX/XXXX : I notified my Landlord and the Wells Fargo bankers who assisted us and informed them of the outcome. 

Landlord followed up with XXXX and with XXXX XXXX. 

XX/XX/XXXX : Landlord followed up vie email again stating she had visited XXXX XXXX who is asking me to get the account number Wells Fargo alleges the payment was deposited into. 
XX/XX/XXXX : Spoke to attorney who recommended I file a claim with the Consumer Financial Protection Bureau. 
XX/XX/XXXX : Called Wells Fargo Claims who advised they can not provide an account number for the XXXX XXXX deposit as XXXX uses secure payment tokens. Wells Fargo advised they will have their accounting department look for any returned funds that have not been successfully matched to an account holder, but would not guarantee a resolution.

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