Consumer complaint received 2022-09-28
Company: WELLS FARGO & COMPANY
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
On XX/XX/2022, I applied for the XXXX XXXX from Wells Fargo. Through the application I applied for a balance transfer from Wells Fargo to XXXX XXXX XXXX XXXX XXXX XXXX ). I was approved for {$2300.00} to be transfer to the XXXX XXXX. On XX/XX/2022, the balance transfer appeared in my Wells Fargo account but not on my XXXX XXXX. 

I waited 7 days because I know a transaction like can take a few days. When nothing happened I reached out to XXXX and they notified me that they do not accept balance transfers electronically and that the money would be returned when received but that at the moment nothing had been received. I reached out to Wells Fargo and I was told to wait because sometimes transaction can take up to 30 days. 

I kept waiting and called back but this time I did a three way call with XXXX and Wells Fargo. XXXX informed Wells Fargo that funds were not received so a refund could not be made. After XXXX left the call Wells Fargo offered me to escalate the issue with an investigation that could take up to 90 days. This was in XX/XX/2022. 

I kept calling throughout the 90 days and was told to wait and I did. At the beginning of XXXX, I decided to go personally to a Wells Fargo branch here in XXXX. I went with all my XXXX XXXX statements since XX/XX/2022 to show them that nothing was received. The banker told me that she would do everything in her power to help and apologized in behalf of the bank. After she made calls I was told the same that the 90 day investigation was still under place and that I needed to wait 2 more weeks so I waited. 

I then received an email saying that the balance transfer was successful so no refund was going to be provided. I went back to the bank and met with the banker again and she told me the same but that she would try and find out more. She sent me a document via email of the balance transfer information and when reviewing the document I noticed that the credit card number was incorrect and that the bank where the money went was to a XXXX and not a XXXX XXXX XXXX. 

I decided to call XXXX again and the representative told me that they could start a payment dispute but that the credit card number entered did not belong to a XXXX XXXX XXXX account. I informed all of this to the banker from Wells Fargo and I was told that because I entered the information wrong and that the money had already been paid by the bank they could not do anything else for me. 

Nonetheless this experience has been the most frustrating ever. My bank to which I have entrusted my money for the past 2 years has not had my back or not even the will to help me contact XXXX which I can not contact because I do not have an account with them and I have been left to do an investigation myself when I do not have the resources a bank like Wells Fargo do. 
I contacted Wells Fargo again today to give them one last chance and I was pretty much told that once the funds has already left the bank it was not their responsibility to contact XXXX or any other bank.

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