Consumer complaint received 2020-10-24
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
XX/XX/20 - I used the bill pay feature from Wells Fargo to make a payment of {$1400.00} to my XXXX XXXX credit card. I received a text alert on XX/XX/20 that my payment has not gone through to XXXX. So i went online to see if the payment was made and it showed that it has been but it was made to XXXX XXXX instead. I contacted Wells Fargo immediately to find out why the payment was made to XXXX XXXX and not XXXX XXXX? When i spoke with a Representative i was told that imputed the wrong information but i explained to them why on the check it says make payable to XXXX XXXX Complete. Nowhere on the bill pay have i indicated anything to do with XXXX. I don't know how they got that information. So i had to file a claim and i was told it would take two weeks before i would get a response. i figured that it was a small misunderstanding and this would be corrected. 

XX/XX/20 - i call Wells Fargo for an update and the banker told me i need to speak with XXXX so that they can gather up some details of the matter. 

XX/XX/20 - called XXXX and was told by their representative that they had nothing in their system because i was not an account holder with them. I explained the situation to them that a check was cashed by their company and I was told by Wells Fargo to contact them to recoup my money. So i contacted Wells Fargo back that same day and the first banker told me the same thing that i needed to contact XXXX back. I called them back and i was told the same thing that they had nothing on file. i called back again to WF and the banker transferred me to another rep because he didn't have anything with my info because he was working from home. the next banker i spoke with conferenced on XXXX and said they still didn't have anything on the whereabouts of my missing funds. Then XXXX transferred us to XXXX XXXX because they thought that since i have an account under XXXX XXXX XXXX they might have some info in regards to my missing funds. They transferred us over and they didn't have information and suggested i should call XXXX XXXX because I'm a retired XXXX XXXX for the city of the XXXX XXXX. By this time WF and XXXX said they couldn't do anything else for me and i would have to handle the matter because they said it was my mistake. 

When i spoke with XXXX XXXX they said they didn't have nothing as well. By this time my level of frustration is high and the rep at XXXX did actually try to help because she knew i was given the run around. so she helped me call XXXX on my behalf and still, XXXX continued to say they didn't have anything. 

XX/XX/20 - i called WF again to have them conference on XXXX to have this matter resolved. Again, we were told they didn't have anything. XXXX then said i should once again call XXXX Dental and reference my account # and that was that with WF and XXXX that day. 

XX/XX/20 - i call again to WF, i was told to send a copy of the check to XXXX XXXX of California which has the same address of where the check was sent to with a detailed description of my complaint. 

XX/XX/20 - i called XXXX to follow up with the letter and i was told they did not receive my letter and i was given a fax number to send the information to. I called WF to explain the situation because now i'm just being passed back and forth with the two companies. When i spoke with WF again was conferenced on with XXXX and finally i thought we had the matter resolved because the rep said they found the check but it would take three weeks to send my money back. 

XX/XX/20 - i received a call from a manager from WF stating that if i don't receive a response by XX/XX/20 she would handle the matter for me. 

XX/XX/20 - i received a letter in the mail from WF stating that the matter has been resolved and i would receive my money back in three weeks time. so i decided to follow up with XXXX just to make sure that this was correct. while on the phone with XXXX they said they didnt have any record of the rep helping me and know nothing about a refund that was supposed to be disbursed to me. so i figured at this point that WF would be the one giving me my money back. 

XX/XX/20 - i called WF to follow on my refund and was told that i would not be getting it because they said that this was my mistake and this was not considered fraud. i would need to take this up with XXXX and they considered the matter closed. 

XX/XX/20 - i received a letter from WF saying they got my complaint and would address my concerns. 

XX/XX/20 - i called the number from the letter i got from WF and the rep said they already closed my case. by this point i felt all was lost and would not ever get my money back. 

XX/XX/20 - after some time has passed, i visited a WF branch. the banker at that branch called the online banker for me and transfer that call to my cell phone. while still at the branch, the rep on the phone tried several different depts with XXXX and the last dept he got where he felt like we could have gotten an answer was closed due to the time being EST. 

XX/XX/20 - i went back to the branch again and worked with the same banker. she called once again to WF online banking and on three different occasions we were disconnected. Online banking finally was able to connect to XXXX and on their end was transferred over to multiple depts. finally the online banker was able to send a copy of the check and was told that we would get a response in seven days. 

XX/XX/20 - i went back to the branch, the banker called to online banking. the first rep didn't have any information and he simply disconnected the call. we called back to online banking and got the same result, we was disconnected as well. the third time we got a rep that actually helped and suggested we write a letter to XXXX 's medical complete billing department which is a different location from where the check was sent to originally. The banker at the branch assisted me in writing this letter and i mailed it off the as certified mail. i obtained a signature which i got a copy of. 

XX/XX/20 - visited the branch again, same banker assisted me. called online again to follow up. Conferenced on once again. Same questions were asked with same result since day one. At this point i feel no one from WF or XXXX corporate offices is willing to resolve this matter. 

XX/XX/20 - received a letter from WF stating that my claim was denied because i initiated the transaction and said that this is a dispute with the myself and the merchant, which is XXXX this is where i'm at with this matter. I'm a retired XXXX senior and i cant afford to lose out on {$1400.00}. i come to you to help me resolve this matter once and for all. To finally get a straight answer. i have some personal opinion of the matter and how it was handled but i wanted to lay out just the facts. i have included as much documentation to show the lengthy process i have to go through to get this matter resolved.

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