Consumer complaint received 2022-11-17
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
To start things off the events the occurred took place in XXXX and XXXX. On XX/XX/XXXX, {$800.00} was supposed to be sent to my Landlord for rent money. Using XXXX through Wells Fargo, which is my bank. I didnt know that it took place so I sent another {$700.00} on XX/XX/XXXX. A month and a half go by and my mom gets a text from our landlord stating that she hasnt received any rent money. I quickly checked to make sure I put the right information then, realized the money was sent to a number i dint authorized a person i dont even know. After noticing, I called Wells Fargo, since when I called XXXX they told me to call the banking institution that it occurred with. Upon calling Wells Fargo, I opened a claim with them and the process was horrendous. The claim was open for two weeks with consistent calling to make sure they escalated the whole situation. They didnt accomplish anything. Their whole thing was that it was essentially my fault and that since XXXX works as a cash cloud transaction, I will most likely not get my money back. Near the end of the claim I received calls from executives claiming that theyre sending information to the receivers banking institution, to see if they would send the money back. Time went by ( little of a week ), they close the claim because the banking institution, never reached back out. I mentioned to them that a week was so short and that you guys could easily send another email, because {$1500.00} is not {$10.00} and I need this to be solved because its my living situation with my mom. They opened another claim, nothing has been done, every agent that gets on the phone with me repeats the same accusation on every call, XXXX is a cash based transaction and it was my fault even i sent to right number and the transaction have a different number off for one, that was not authorized i dont even know who is this person no name bank or nothing. 
. During the time of the claims Ive called the number that the money got sent to numerous amount of times. They even picked up the phone once. When they answered I explained the situation and once they heard it they hung up. I called again and my number was blocked because i was put directly to voicemail or they just declined the call but, I was calling for several day after that and the call went through but no one seemed to answer, so odd right? Wells Fargo didnt escalate any of the situation their lack of empathy and disregard was completely shocking as I was banking with then for the last 3 years. I even went to the police department as a advised from The Sheriff XXXX XXXX at XXXX XXXX to open up a claim as Grand theft CASE NUMBER XXXX. They explained that it would take time for a detective wanting to pick up the case and XXXX weeks gone by and they said that they wont pick it up XXXX XXXX XXXX Department because we didnt know the persons name or information. When asking Wells Fargo for that information they said it was confidential and looking back on app it got sent to someone by the name of essence which was supposed to be sent to my landlord, XXXX. Wells Fargo never put out any solutions open to us as if theres no way to get our money back. When doing my research with my mom the only way was through a subpoena, which we cant do with though the police department, because of the information Wells Fargo cant disclose. I just want this to be solved as Wells Fargo reputation with this is always a bad take and hopefully get my {$1500.00} back. I been asking Wells Fargo to provide a document with my signature where i acknowledged that i can get any fund back in a fraud cause and i say fraud case number one i dint authorized to sent money to a person i don't even know the bank decline to provide that even this is coming from my checking acct they dont even have my signature anywhere me acknowledge anything on this matter. XXXX was advised to us the bank should and need to return the funds to us and if they don't do it is the moral and institution not compliance.Suprisly today i start scaning letter got the transaction and name of the person call XXXX XXXX XXXX and XXXX in the same call and they advised me WF never contact tlhem and they work cases like mine and basiclly they call the other bank institution and resolve the issues.Last representative from WF escalation advised me they call the bank institution and didnt get anywhere and that was a lie .I ask to show me where my signature or initial with the agreement on XXXX they domnt have nothing wasnt anthing advised to my person.My mother have XXXX and shes the only working and this is creating a big issue for her and not avaiilable to buying her meds due this money is been own to our landord.I just ask for what is rigth no more not less and for this bank institution stop lying to ther costumer.

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