Consumer complaint received 2020-03-12
Company: WELLS FARGO & COMPANY
State: NV
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX I sent money through XXXX on my Wells Fargo bank account to a woman named XXXX XXXX. Before I sent my money I was given a tracking number " XXXX '' for the label to send to my home. The tracking number was legit and I called USPS to confirm. They said the item tag was created and when the item was to be shipped it would be updated. I was told to check back in a few days. When I sent it to make an online purchase for an item, I received a notification after I sent it to a name that changed to XXXX. As soon as I sent the money, on " Offer up '' her name changed from XXXX to XXXX. I decided to be patient and waited a few days before contacting them again. USPS said that the information regarding my tracking was completed but the item was pending to be received to prepare to ship. I texted the person and they said it should be arriving. I waited a few more days. The person was still responding to my texts but every day only 1 response. They eventually stopped responding and didn't answer my calls. I told her via text if I didn't receive a a response ( now it is XX/XX/XXXX ) I would like my money back. She offered a money back guarantee of 7 days through offer up and through facebook. By the XXXX I was calling my bank Wells Fargo to return the money. The whole purchase was for {$880.00}. Since Wells Fargo only allows me to send a certain amount of money. I sent {$380.00} through XXXX XXXX  and {$500.00} through XXXX. Wells Fargo said they were going to get my money back. They were very reassuring and I filed a claim. I was told to wait 10 business days. I waited 6 and called back. They returned {$380.00} after I complained it was taking too long. I told them I needed the {$500.00} as well and they told me to contact XXXX. I contacted XXXX and they told me to contact my bank. Called Wells Fargo back and they said they can't do anything. I was furious because I was told by a previous representative that they would do it. I went into a branch, the branch representative was nice. She tried everything she could and the claims department wouldnt cooperate with her or me. I went back to work deciding to cll the authorities after I had time to make it to a police station. I received a call from the Regional Director from the Wells Fargo Tower location in XXXX XXXX. The call was going well until she said {$500.00} isn't a lot of money and it could be worse. At least it wasn't {$1000.00} or more than that. I can't get you back your money, unfortunately you got scammed, but I can go over other ways to make sure this doesn't happen to you again. I told the lady that that was very disrespectful. {$500.00} is a lot of money fo ra single mom like me. I was given the money as a gift to get this item. I ended the call. She seemed sarcastic and was unhelpful. I also spoke to the executive office location ( a lady named XXXX ) that had me on the phone with her for 1 hour and approximately 30 mins to tell me she could not get my money back. I feel scammed, upset, unheard and like I wasted my time. All they said was you have to be careful who you send money to, like I was a child. I told them I received a tracking number and was told Id receive a 7 day refund policy from the person. They did not care. I am very upset with Wells Fargo. I have been a customer for over a decade. I filed a complaint and was told I would receive a call and never received a call.

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