Consumer complaint received 2017-08-17
Company: WELLS FARGO & COMPANY
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/17 I tried to transfer money from my Wells Fargo account to a cleaning service who had done sone work cleaning my home in XXXX XXXX XXXX XXXX. My family and I have recently relocated to XXXX XXXX with my husbands job and I am preparing my home to be sold. The amount of my money that Wells Fargo has lost is {$750.00}. This a huge amount of money to me and was an unexpected expense as well. I desperately need to recover these funds, here is what happened. XX/XX/17, I went on the Wells Fargo website on my mobile device and was directed to their funds transfer service. I entered in the account information, routing and other information to the Wells Fargo funds transfer page exactly as the cleaning service had given me. The information given to Wells Fargo was confirmed several times before and since XX/XX/17 with my cleaning service. The directions for a non-Wells Fargo account were followed and it was clear that I was transferring funds to a Non Wells Fargo account from the information given ; account and routing. On XX/XX/17 the transfer appeared to have been completed but the next day my cleaning company claimed they had not received their funds. I called Wells Fargo and told them the fund transfer was not successful. I was told that I had to file a claim and it would take 10 days to research what happened. This was the beginning of daily calls to Wells Fargo where I was given conflicting information, misled, given various explanations and treated rudely and with no apparent concern for my situation. As I have pieced everything together it looks like Wells Fargo transferred the funds into another Wells Fargo client 's account, not the intended account which they were given the accurate information for. In speaking with Wells Fargo employees over the last week it seems that the funds were transferred immediately into the wrong account and were transferred using a phone number rather than the routing number and account number, designating the proper bank. I have bank and transfer statements electronically stored to back up the transaction. It also seems that Wells Fargo is well aware of where they misdirected my funds and to whom, as it is a Wells Fargo client. it looks like they do not want to admit their error and are as of today, absolutely unwilling to help me. Today, XX/XX/17 I was told abruptly by Wells Fargo that there was nothing they could do and that I had to take the problem up with the cleaning company. I have been in touch with the cleaning company consistently since this began. They are a small local mom and pop business who can not afford to loose {$750.00} either and they have confirmed the information for the transfer with me numerous times. They are as well, shocked at Wells Fargo for losing this money and using their phone number as an account number when they do not even have a Wells Fargo account. They went down to Wells Fargo today with all their information in an effort to try and find where this money went and to prove that they had never received these funds and as well, wether they have a security concern over their phone number and a Wells Fargo account. They were told by Wells Fargo that they would not be given any information on the case at all. I believe that in addition to loosing my funds, my Wells Fargo account is no longer safe and Wells Fargo 's funds transfer practices are dangerous for their customers and consumers in general. Finally, today, I was told by Wells Fargo that although the name on the recipient 's account did not match phone or account number they 'sent the funds anyway '.!! I am desperate to have this situation resolved and to have my funds returned to me. In good faith I have paid my cleaning crew, they did not deserve to suffer for the negligence of the bank and I am currently out of pocket {$1500.00}. Wells Fargo wasted 13 days telling me they were 'woking on my case ' until today just tuning their back on me. Wells Fargo knows exactly which account they put the money in and they also know full well where the funds should have gone. Their sloppy handling of my money is unacceptable and worse, their refusal to make good their mistake is in my opinion negligence. I relied on Wells Fargo to handle my money responsibly and they lost it and simply do n't care and can not be bothered to fix the problem. I am reaching out to CFPB for guidance and assistance in resolving this problem. I intend to file a police report if CFPB feels that is a good approach. I will pursue this until I have resolution.

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