Consumer complaint received 2022-11-01
Company: WELLS FARGO & COMPANY
State: OH
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
My concern involves a XXXX transfer from my Wells Fargo Savings Account on XX/XX/XXXX. The number I called in to is ( XXXX ) XXXX. The original claim number is XXXX. The original transaction date is approximately XXXX on XX/XX/XXXX. The amount was {$1000.00}. The recipient was XXXX XXXX and the transaction was XXXX. 

Following that conversation, I did a second XXXX transfer from my Wells Fargo Savings account on XX/XX/XXXX at XXXX XXXX  or thereabouts in the amount of {$1000.00} ( identical to first transaction ). However, this time the money went to XXXX XXXXXXXX XXXX  personal account because apparently XXXX XXXX  does not have a XXXX account with Wells Fargo.The second transaction number is XXXX. So, the same transaction went through twice to two nearly identical phone numbers XXXX XXXX XXXX XXXX XXXX 

In other words, I did the transaction for {$1000.00} twice - first in error and then to the correct party. 

Here are the details : I am in the process of moving from XXXX, OH to XXXX, OH, and it was a full-service move. My movers requested to be paid through XXXX as they had an account, and I agreed. XXXX XXXX, the head mover, communicated the number to me ; however, somehow XXXX XXXX was transposed, and we both missed the error. The incorrect transfer occurred at approximately XXXXXXXX XXXX. on XX/XX/XXXX, and the amount was {$1.00}, XXXX as stated above. 

I called Wells Fargo 's consumer support line at XXXXXXXX XXXX. that same day and was transferred to an associate who was equipped to handle online transfers, including through XXXX. I explained the situation, and he assured me that since I had called in so quickly, a maximum of 9 minutes after the error occurred, that I was well within Wells Fargo 's 30 minute time frame to cancel the transfer and refund the money with a provisional credit being issued within 10 days. Because of that conversation, I went ahead and did a second XXXX transfer to the correct number listed under the XXXXXXXX XXXX manager 's name, XXXX XXXX. That transaction occurred at approximately XXXX in the same amount as the first transfer, {$1000.00}. I would NEVER had agreed to this were it not for the agent 's reassurance that I was covered. I have been assured that the conversation was recorded, so it should be able to be accessed. 

When I called to follow up after not receiving a decision I called the same number, was transferred to someone who handles XXXX a second time and told my complaint was denied, and I should have called within the 30 minute time frame ( which I assured her I did ). She escalated my claim, but told me the decision would be the same. XXXX. 

I waited the 10 days and never received a decision through e-mail or mail. When I called Wells Fargo on Thursday, XX/XX/XXXX and spoke to a representative, she informed me that the bank receiving the transfer refused to return it, and I would not get a refund. So, a decision had been made, and I had not been notified. She also originally told me that the call I made was on XX/XX/XXXX instead of XX/XX/XXXX, so well outside their 30 minute limit. That has since been changed. When I explained to her that I am XXXX XXXXXXXX and that amount was equivalent of a month 's social security deposit, she barely responded. This person claimed she was filing a complaint on my behalf, but I never received a response to that either. 

So, I called again today, XX/XX/XXXX to find the address for Wells Fargo so I could file an official complaint because I believe Wells Fargo is in Violation of Section E of the Consume Financial Protect Bureau under The Electronic Funds Transfer Act ( which protects consumers against wrongful, fraudulent, or mistaken transfers including those made with XXXX XXXX. The person I spoke to took down the issues and escalated the claim once more. I did tell her I was filing an official complaint. That number is XXXX. 

I did disclose my XXXX, which affects XXXX XXXX XXXX XXXX XXXX XXXX XXXX. This makes it hard to see when banking, but I was very careful. If someone looks at the transfer and hears my call, which was recorded, they can tell that it was an honest mistake and the number was XXXX digit off. I can provide witness statements or phone numbers for recipients as needed. The second transaction is clearly an error, and I reported it immediately. Even though XXXX says transactions are final regardless, I believe that the CFPB has that law for people like myself who mistakenly transfer because they can't see, were given a wrong digit, etc. But Wells Fargo insists the time frame has passed and that I am fully liable for the error.

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