Consumer complaint received 2023-06-01
Company: WELLS FARGO & COMPANY
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Money was not available when promised

Complaint:
I hope this letter finds you in good health and high spirits. I am writing to file a formal complaint against Wells Fargo regarding an erroneous wire transfer and the subsequent mishandling of my concerns. Despite my efforts to resolve the matter directly with the bank, I have not received a satisfactory resolution. Therefore, I am turning to the Consumer Financial Protection Bureau ( CFPB ) in the hope that you can assist me in resolving this matter promptly. 

On XX/XX/2023, I initiated a transfer of $ US XXXX ( XXXX {$4300.00} ) from my " Business Market Rate Savings '' account at Wells Fargo to an XXXX bank account for the purpose of purchasing gold and silver bullion. However, the wire transfer was executed with an incorrect SWIFT Code while using the correct XXXX XXXX  account number. 

Upon realizing that the funds had not been received by the intended recipient, I immediately contacted Wells Fargo on XX/XX/2023, to report the issue. The reference number for this initial complaint is XXXX. Unfortunately, no satisfactory resolution was provided, prompting me to make a second complaint on XX/XX/2023, with the reference number XXXX. 

In addition to these formal complaints, I also submitted a complaint through the online Wells Fargo feedback system, which resulted in the issuance of a case number : XXXX. Furthermore, I followed up with a phone call to Wells Fargo yesterday, during which I was promised a call from the assigned case manager at XXXX XXXX  EST. Regrettably, the promised call was never received, indicating a lack of commitment and accountability on the part of Wells Fargo. 

Given the repeated failures of Wells Fargo to rectify this situation in a timely and satisfactory manner, I am now seeking the intervention of the CFPB. As a trusted consumer protection agency, I believe that you can facilitate a fair resolution to this matter and ensure that Wells Fargo takes appropriate actions to correct their mistake and compensate me for the resulting inconvenience and distress caused. 

Enclosed with this letter, you will find copies of all relevant documentation, complaint reference numbers, and the case number assigned by Wells Fargo. I kindly request that you thoroughly investigate this matter and take appropriate action against Wells Fargo to resolve the issue promptly and compensate me for any losses or damages incurred. 

I appreciate your attention to this matter and eagerly await a prompt response. Should you require any further information or documentation, please do not hesitate to contact me at the phone number or email address provided above. Thank you for your assistance in resolving this issue. 

Below is the complaint I sent to Wells Fargo Subject : Complaint Regarding Failed Wire Transfer and Lack of Communication Dear Wells Fargo Bank Customer Service, I hope this letter finds you well. I am writing to express my deep disappointment and frustration regarding the lack of assistance and poor communication I have experienced while attempting to execute a wire transfer from my Wells Fargo account to an XXXX bank for the purchase of XXXX and XXXX bullion. 

Over the course of the last XXXX weeks, I have made multiple phone calls ( XXXX ) to Wells Fargo support bankers regarding XXXX ID XXXX XXXX. I have spoken to several representatives, including XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XXXX, and XXXX. Each time, I have been assured that I would receive a response within three hours via email. Regrettably, to date, I have not received any correspondence addressing my complaint, nor have I been contacted by anyone from Wells Fargo regarding this matter. 

I have created 2 Complaint IDs on this matter, which are : XXXX and XXXX. These reference numbers should provide you with the necessary information to locate and address the details of my case promptly. 

I must emphasize that the issue at hand is of great importance to me. The unsuccessful wire transfer has hindered my ability to complete a significant transaction, and the lack of resolution or updates from Wells Fargo has only compounded my frustration. I had relied on the promises made by your bankers, who assured me that the matter would be resolved promptly and professionally. 

I find it highly disappointing that Wells Fargo, a reputable and well-established financial institution, has failed to deliver on its commitments. I have been a loyal customer for over 10 years, and this experience has severely tarnished my trust in the bank 's services. The lack of effective communication and the inability to rectify this issue within a reasonable timeframe is unacceptable and has caused me considerable inconvenience and financial loss. 

Should I suffer any monetary losses as a result of the delay in completing the timely financial transactions related to this bullion trade, I hold Wells Fargo responsible for such losses. The extended timeframe of over three weeks for a task that should have been executed promptly and efficiently raises serious concerns about the bank 's adherence to its stated service standards. 

I kindly request immediate attention to this matter. I insist on a prompt response addressing my complaint and a clear plan of action to resolve the issue at hand. Additionally, I expect a thorough investigation into why my previous attempts to contact Wells Fargo regarding this matter have gone unanswered. My email address is XXXX I trust that Wells Fargo Bank will take my concerns seriously and prioritize resolving this matter promptly. I have always held the bank in high regard and believe in its commitment to customer satisfaction. I hope that this unfortunate experience can be rectified swiftly and that appropriate measures will be taken to prevent such lapses in communication and customer service in the future. 

I eagerly await your prompt response. Please reach me at the contact information provided above if you require any further details or clarification regarding my complaint. 

Thank you for your immediate attention to this matter. 

Sincerely, XXXX XXXX XXXX XXXX

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