Consumer complaint received 2022-10-12
Company: WELLS FARGO & COMPANY
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Unexpected or other fees

Complaint:
On XX/XX/XXXX I went into the nearby Wells Fargo on XXXX XXXX in XXXX to get a cashier 's check to buy a car. The amount of the check was {$52000.00}. The car was located in XXXX XXXX and I flew up there ( one way ticket ) on XX/XX/XXXX. When I arrived the car dealer told me that they couldn't accept the check because my check wasn't signed by Wells Fargo. I spent 5 hours on the phone that day with customer service at Wells Fargo and they told me that the choices I had were XXXX XXXX XXXX hours to the nearest branch ( XXXX ) or fly home and get my local branch to sign it. I elevated my call to a complaint department. I also spent 2 hours calling the XXXX XXXX Wells Fargo branch and nobody answered. It was because they were short staffed. So I was left in XXXX XXXX, with no place to stay, no car and no way to address the problem that Wells Fargo caused by not signing the check. I got a hotel room in the nearest town ( XXXXXXXX XXXX ) and in the evening I called my XXXX banker and they prepared to wire the money to the car dealer the next day using a margin loan. The cost for the wire and margin interest was {$35.00} and {$230.00}. The wire finally hit the dealer account on XX/XX/XXXX and I left the dealer on XX/XX/XXXX around XXXX XXXX. I drove as far as I could and ended up staying in XXXXXXXX XXXX so I could get some sleep and finish my drive the next day. I went into the Wells Fargo branch as soon as I could ( the following Tuesday morning ) and I gave them back the cashier 's check and they credited my account. I then transferred the money from my Wells Fargo account to my XXXX account to repay the margin loan. The process took a few days and completed on XX/XX/XXXX and the amount that was transferred back to XXXX was {$54000.00} to cover the wire transfer fees and I since I didn't know what my final interest amount would be I covered that in my XXXX account separately rather than my Wells Fargo account. I filed a request with the branch manager ( XXXX XXXX XXXX at the XXXX XXXX Wells Fargo to be reimbursed for all of my expenses I took on to remedy the problem they created by not signing my cashier 's check. Simultaneously I received an email from the Wells Fargo resolution team from XXXX XXXX ( Phone XXXXXXXX XXXX XXXXXXXX ) and her contact info she sent me was incorrect. I never heard back from XXXX or from XXXX so I contacted XXXX today and resubmitted my total expenses to be reimbursed for their mistake and informed her that XXXX told me he would submit the request and that it was internal decision on whether it would be his branch reimbursing me or a different department but that either way I would be reimbursed. Since it has been 3 weeks since this happened and over 2 weeks since I requested being reimbursed I am submitting my complaint here because it appears nobody at Wells Fargo is owning this problem.

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