Consumer complaint received 2018-05-15
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I made a XXXX transfer of {$1000.00} to my girlfriend 's phone number XXXX on XX/XX/XXXX and it confirmed her name was XXXX XXXX so I confirmed the transfer. She also has Wellsfargo account, so her and I thought it was being transferred to her account directly. Once she didn't see the funds in her account after about 3 business days, we contacted " Wellsfargo Online banking '' and they confirmed that it went to " XXXX XXXXXXXX XXXX ''. She does not have any XXXX XXXX XXXX accounts nor has she ever banked with them but Wellsfargo was adamant that she has an account with them. We contacted XXXX XXXX XXXX and gave them her phone number, social security #, name, address and they could not find any information for her at all. They informed her that she never had any accounts with them. So I contacted Wellsfargo back to inform them and they stated that they would file a claim and will review it within 10 business days and get back to me and update me on the status. I waited until the last business day to give Wellsfargo a call since I have not received any status updates. They stated that the claim was closed due to the recipient not picking up their call. I felt totally lied to because first, they told me that they would contact me to notify me the status of the claim and secondly, when asked when they contacted the recipient, they could not answer when they tried to reach out to her. So I spoke with a supervisor on XX/XX/XXXX and she stated that she will reopen the claim and that was unprofessional of them to not contact me to notify me of the status of the claim. She ASSURED me that she will put in the notes that she will have the claims department CONTACT XXXX XXXX XXXXXXXX to verify if they received any funds with the receipient 's number and also will have the claims department reach out to me to update me on the status of the claim. So again, today which is XX/XX/XXXX, exactly 8 business days, I have not received any updates on my claim so I contacted Wellsfargo again and spoke with XXXX. She stated that the claim was closed again DUE TO THE RECIPIENT NOT PICKING UP THEIR PHONE CALL!! I asked when they tried to reach out to the recipient and they again, could not answer. I asked what # would they have called from and she said that they would call from a 1800 number. I confirmed with the girlfriend ( Who was beside me ) that she did not receive a call from any unknown number or 1800 number since last week. I asked them, wouldn't wellsfargo at least leave a message if the recipient didn't pick up and she couldn't confirm that. I asked to speak with a supervisor again and that's when I had the pleasure of speaking with a rude lady by the name of XXXX XXXX. Her tone from the beginning was " I will not help you. '' I informed her that I was told by the previous supervisor that the claims department was going to reach out to XXXX XXXXXXXX XXXX themselves to confirm the transfer but according to the previous rep, the claims department CLAIMED they contacted the recipient only and closed the claim since she didn't pick up. XXXX stated that she couldn't help me and that the money won't be deposited back on my bank account. She made it clear that she was not there to help even though I told her what the other supervisor stated she will help me with but I guess those were lies to. I was adamant and told her that I can get XXXX XXXX  XXXX online and they can confirm but she states the money is gone and to count it as a loss.

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