Consumer complaint received 2022-03-13
Company: WELLS FARGO & COMPANY
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Wrong amount charged or received

Complaint:
Hello My Name is XXXX and i am a customer with wells fargo bank for more than 10 years, during the years i open more and more accounts with WF and eventually WF is the ONLY bank i work with, i have 2 business accounts and 7 personal accounts with WF, the amount in each and every account is high and i know i have who to trust when it comes to my money, the reason i contact you today is because 3 months ago i received money from out of USA, as my father pass away, the money was transferred to my WF account ending in XXXX on XXXX XXXX : I received NIS XXXX which make it ( if we go by the same day exchange rate XX/XX/21 ) XXXX XXXX ( XXXX $ =XXXXNIS ) while in reality i received XXXX XXXX now ; i understand that the exchange rate for forgien currency will not be the same as the international daily rate and the bank needs to have some profit on the transaction but the bank charged me almost 5000 $ profit!! ( bank convert it as XXXX $ = XXXXNIS ) which made me very upset and frustrated feeling like i've been misled by the WF branch banker who opened the account from the beginning and knew that this money will be transferred in forgien currency, the banker never told me i will have to be charged additional 2 % ( which is more then double then what other banks charge ) on top of whatever the exchange rate is! what caused me to pay almost 5000 $ to the bank while this money was from my father 's will! 

So I've contacted the exchange currency department of WF ; they explained me how they did the convert and then i realise i was charged 2 % fee on top of the conversion fee, after i asked to file a claim they forward me to XXXX  complaint management office, ( see case XXXX ) and out of good will they were able to credit my account for an additional XXXX $ ; after 2 months when I am back and forth with them, which is ridiculous!! 
so i called again to XXXX XXXX XXXX the executive manager from the XXXX office who signed on the letter to tell him that i DO NOT accept this solution and that my sister received the same amount in NIS to her XXXX bank and received XXXX $ and when she tried to tell me i should transfer the money to XXXX bank i didn't believe her, because i was counting on WF to be the most affordable bank to me, i told the rep that if i knew from the beginning that i will be charged this amount for fees i would never do it with wells fargo ; he said he will escalate my case again " but nothing else can be done '', and again, few days after i received a letter that nothing else can be done and the XXXX $ credit they gave me on XXXX is the only solution they can offer and this is a one time goodwill gesture. 

Now let me ask you something : as a loyal customer- why this is the way I've been treated? When I actually was misled with information when I first open this account? 
why does the letter I received say how WF cares about their customers but there is nothing they can do?! 
how WF regret when a customer express dissatisfaction but " sorry we can not do anything for you '' and Why, as an account holder with almost 800k in assets, i am getting treated like that? 
I told him I will be happy if WF will be able to round the amount to the same amount my sister received which will make it only XXXX $ additional to WF to credit and he keeps telling me that this is impossible?? imposible to the bank to help a long time good customer?? a customer who put all his money in this bank? a customer who already paid his duties to the bank when depositing large amounts of money every day! 

this is my last act before i am closing all my accounts with WF, as i will have to transfer now more money from out of USA due to my father will, and i no longer want to do it with WF, as i am very disappointed and very unhappy with the level of service i received, and i will go with it all the way, and i will close my accounts with WFm because if i am not getting treated the way i want and i don't want to do a business with a vendor who's not respect me, please advise how you can help me, your help will be much appreciated,

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