Consumer complaint received 2023-10-04
Company: WELLS FARGO & COMPANY
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/XXXX I sent an international wire transfer request for {$2700.00} to a saved/previously used beneficiary account at XXXX XXXX XXXX  XXXX I had previously sent XXXX wires to the same saved beneficiary account with no issue. On XXXX I was notified by the beneficiary that the funds were never received. On that date, I called Wells Fargo for the first time advising of this issue and opened case number XXXX requesting the funds be returned. I was advised that I would get an update within XXXX business days. No update was received nor messages sent. After multiple more calls requesting updates, on XX/XX/XXXX I was advised by XXXX that a new dispute case would need to be opened as the original one was created " with incomplete information '' and not linked to a transaction. I was transferred to XXXX to do so and the new case number XXXX was created. I was advised that it would take 20 days to do a proper investigation and I would get an update via XXXX XXXX XXXXr ( " XXXX '' ). After no further communications from Wells nor updates provided, I then called back on XX/XX/XXXX for another update and when I did not get XXXX I opened a formal complaint with Wells and was helped by XXXX. Complaint Number XXXX. I received a response via SMC on XX/XX/XXXX advising that my complaint was closed and the funds had been sent and that they had " no record of any other cases opened regarding this matter ''. On XX/XX/XXXX I called the number listed on this response to my complaint that was included in the email message and was told that they could not help me with the online transfers and couldn't access the disputes on her system and was transferred yet again to another group. I was told the second dispute case is still " ongoing '' and that they have " escalated '' my complaint yet again to get a response. On XX/XX/XXXX I opened a complaint with the OCC for this issue. I was advised on XX/XX/XXXX by the OCC that this " complaint appears to involve an issue that does not fall under the direct jurisdiction of our office ''. It is now XXXX with no response received from Wells and the OCC letter suggested I submit a complaint about this issue to the CFPB via this channel. 

I believe that the individual who set up the wire from Wells did not include the FFC account information when processing my wire transfer or manually entered the incorrect numbers and the funds were applied to the wrong account. I have reconfirmed and have the confirmation/receipt of the XX/XX/XXXX transfer and all account numbers are listed correctly on MY request. I have since done XXXX additional transfers to this same beneficiary using the same saved beneficiary information with no issue. Their error should not be my responsibility that my funds are lost. I can not fathom that in XXXX there is no way to trace what final account my money landed or proof from Wells to me that my funds were applied correctly. 

I have called Wells Fargo over a dozen times and am constantly being transferred multiple times on every call. In addition none of their systems seem to be connected nor can the agents access information at any time. They can not seem to locate any of these cases without being given the numbers outright. It took a month and numerous calls for follow ups to be notified on XX/XX/XXXX that my initial dispute case was " opened incorrectly ''.

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