Consumer complaint received 2022-03-06
Company: WELLS FARGO & COMPANY
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Money was not available when promised

Complaint:
Wells Fargo NA acted as banker for our custoer XXXX XXXX in USA who remitted USD XXXX to us ( XXXX XXXX XXXX XXXX XXXX, country XXXX ) which is claimed by the accused Wells Fargo NA to have been correctly initiated vide Wire : Case XXXX on XXXX XXXX. However, when we did not receive the money, and complained to Wells Fargo, it did not give any proof of paying our bank ( YES Bank ), and simply asked us to contact our bank with XXXX XXXX so that they can link and pay us the amount. However, when our bank declined as having received funds through any such wire, we again approached Wells Fargo for proof of payment to our Bank, but they did not respond despite our chasing. All communication through the email is repeated below. 

Kindly help in getting us our funds sent by XXXX XXXX  which is admitted by the accused Wells Fargo From : XXXX XXXX Sent : XXXX XXXX, XXXX XXXX To : XXXX ' XXXX XXXX XXXX Cc : Accounts XXXX ; XXXX XXXX XXXX ; XXXX XXXX XXXX Subject : RE : your Remittance to XXXX XXXX XXXX for USD XXXX awaited for past many months Hi XXXX Regret that despite passage of many months from the following email, and Covid situation having eased, no response has been received from you about concrete proof for handing over the amount of USD XXXX to our bank Yes Bank or any intermediary bank, or even the escalation matrix to be used beyond you to approach your Management Please take note that if I do not get response within 7 days of this email, Darts would be at liberty to take necessary action against Wells Fargo ( even if it may involve disproportionately, for deemed embezzlement, for which Wells Fargo would be responsible as per law Thanks & Regards XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX : XXXX XXXX XXXX : XXXX XXXX Office Phone : XXXX. XXXX | website : XXXXin From : XXXX XXXX Sent : XXXX XXXX, XXXX XXXX To : XXXX ' XXXX XXXX XXXX Cc : Accounts XXXX ; XXXX XXXX XXXX Subject : RE : your Remittance for USD XXXX awaited for past many months Hi XXXX Please refer to the following mail trail Can you please advise the escalation matrix beyond you, so that we may get our due USD XXXX, which has not been received due to callous approach on part of Wells Fargo, in its duty towards the beneficiary i.e. my company XXXX XXXX XXXX XXXX XXXX in XXXX. 

I am again reminding you that you should consider your banks reputation as more important than the amount of USD XXXX which you have failed to ensure to reach us If Wells Fargo did not directly transfer the amount to our Yes Bank, please give complete details of the transaction to the intermediary bank, from whom we would ask proof of transfer to our bank ( as Wells Fargo has failed in its duty to do so ) I hope you would realize that the matter of reputation for your bank as well as for the intermediary bank, if any, is of much higher value than USD XXXX and you would go all out to ensure that we receive the USD XXXX which has been pending for over 9 months If above is not done by Wells Fargo bank, we may at our end go all out and willingly spend more than USD XXXX, to expose the relevant bank ( s ) out of the two, for not ensuring that the amount of USD XXXX belonging to us is credited to our Yes Bank account within next 7 days I am also marking cc to my Director-Finance, for relevant heads up for the possible unwanted exercise we may need to undertake if Wells Fargo does not come clean on this transaction of USD XXXX, for which we have spent considerable time and effort in seeking the correct details from you. 

Thanks & Regards XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Email : XXXX | Mobile : XXXX | Office Phone : XXXX. XXXX | website : XXXX From : Accounts Sent : XXXX XXXX, XXXX XXXX To : XXXX ' Cc : XXXX XXXX XXXX : RE : your Remittance for USD XXXX awaited for past many months Hi XXXX Would you please take necessary action to send us proof of your sending the remittance to us, to maintain reputation of your bank XXXX XXXX XXXX Department From : Accounts Sent : XXXX XXXX, XXXX XXXX To : XXXX ' Cc : XXXX XXXX XXXX XXXX RE : your Remittance for USD XXXX awaited for past many months Importance : High Hi Hope you are back from the XXXX vacation. 
With reference to your following email, can you send the copy of confirmation you received from the beneficiary bank ( XXXX XXXX  ), where we maintain the bank Account in the name of XXXX XXXX XXXX XXXX XXXX so that we can ask them how the confirmation of credit can be given without actually crediting the amount When we raised the query, our bank -XXXX XXXX told us that no such amount of USD was received by them from IT Express as sender in favor of XXXX XXXX XXXX XXXX XXXX Please close this small transaction without our needing to chase it any further, to sustain your banks reputation for ensuring transfer of funds to the right beneficiary XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX Opposite XXXX XXXX XXXX, XXXX XXXX XXXX New XXXX XXXX From : XXXX [ XXXX : XXXX ] Sent : XXXX XXXX, XXXX XXXX To : Accounts Cc : XXXX XXXX Subject XXXX XXXX : your Remittance for USD XXXX awaited for past many months HI, So beneficiary still has not received the funds? Beneficiary bank confirmed that it credited their account. please advise. 

Thank you. 


Regards, XXXX XXXX XXXX XXXX XXXX Treasury XXXX XXXX XXXX Wells Fargo, NA | XXXX XXXX XXXX XXXX XXXX Floor | XXXX XXXX, CA XXXX XXXX XXXX XXXX Available From : Monday through Friday, XXXX a.m. XXXX p.m. XXXX Time XXXX Were seeing a rise in Account Takeover fraud. Be cautious of unexpected token prompts. Ignore pop-ups seeking your online banking credentials. Be wary of unsolicited calls to assist you for unreported log-in issues. Learn more at wellsfargo.com/com/fraud/fraud-schemes or contact me for more information. 



From : Accounts XXXX Sent : Friday, XX/XX/XXXX XXXX AM To : XXXX, XXXX XXXX Cc : XXXX XXXX XXXX Subject : your Remittance for USD XXXX awaited for past many months Dear banker for IT Express With reference to the following email For OUR customer XXXX XXXXs who have account with you ) transferring remittance amount of USD XXXX in our favor ( account name XXXX XXXX XXXX XXXX XXXX  ), we have not yet received the remittance for the relevant amount USD XXXX, despite several months having passed. Our banker XXXX XXXX  credits many other remittances we receive from other sources in USA ( a sample credit advice is attached. Password to open is XXXX ) Please give proof of sending the remittance to our banker XXXX XXXX  with swift id XXXX, or the chain of proof if other intermediary bank was involved We trust you would do the needful, to sustain the reputation of your and the intermediary bank involved, if any. 

XXXX XXXX Accounts department XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX From XXXX XXXX XXXX XXXX XXXX : XXXX ] Sent : XXXX XXXX, XXXX XXXX To : XXXX XXXX XXXX XXXX Accounts Subject : RE : Wire : Case XXXX XXXX, XXXX this make sense? 


Best Regards, XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX, MN XXXX XXXX XXXX www.itexpressservices.com CONFIDENTIALITY NOTICE : This email message is for the sole use of the intended recipient ( s ) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution of any kind is strictly prohibited. If you are not the intended recipient, please contact the sender via reply email and destroy all copies of the original message. Thank you. 


From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Cc : Accounts XXXX Subject : RE : Wire : Case XXXX Sir We gave the following number and it was not possible for our bank to trace any transaction They have asked for sharing the complete Swift Copy to trace funds to check if they were transferred to XXXX  XXXX  properly Please take care of the same as we have not yet received funds for this small transaction, as it is important for you also to know that if the amount was debited from XXXX XXXX account, and not credited to XXXX, where did it vanish? 

Thanks & Regards XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX Opposite XXXX XXXX XXXX, XXXX XXXX XXXX New XXXX XXXX Email : XXXX | Handphone : XXXX | Office Phone : XXXX. XXXX | website : XXXX.in From : XXXX XXXX [ XXXX : XXXX ] Sent : Tuesday, XX/XX/XXXX XXXX To : Accounts XXXX ; XXXX XXXX XXXX Subject : XXXX : Wire : Case XXXX Does the below number help you? 

Best Regards, XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX, MN XXXX XXXX XXXX www.itexpressservices.com CONFIDENTIALITY NOTICE : This email message is for the sole use of the intended recipient ( s ) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution of any kind is strictly prohibited. If you are not the intended recipient, please contact the sender via reply email and destroy all copies of the original message. Thank you. 


From : XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject XXXX RE : Wire : Case XXXX Good afternoon, Please advise the customer to provide the beneficiary bank with this Ack Mir number. They should be able to find the wire with this number. Thank you Ack XXXX Thank you, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX Wells Fargo XXXX XXXX | XXXX XXXX Highway XXXX XXXX d, XXXX Floor | XXXX, FL XXXX XXXX XXXX XXXX XXXX | Fax XXXX Available From XXXX AM - XXXX PM ET XXXX Were seeing a rise in Account Takeover fraud. Be cautious of unexpected token prompts. Ignore pop-ups seeking your online banking credentials. Be wary of unsolicited calls to assist you for unreported log-in issues. Learn more at wellsfargo.com/com/fraud/fraud-schemes or contact me for more information. 

From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX PM To : XXXX, XXXX XXXX Cc XXXX Accounts XXXX ; XXXX XXXX XXXX XXXX : RE : Wire : Case XXXX XXXX, See in Yellow below. Can you provide all on this email, the XXXX Bank details of the confirmation so my client can provide that to his bank. 

Best Regards, XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, MN XXXX XXXX XXXX www.itexpressservices.com CONFIDENTIALITY NOTICE : This email message is for the sole use of the intended recipient ( s ) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution of any kind is strictly prohibited. If you are not the intended recipient, please contact the sender via reply email and destroy all copies of the original message. Thank you. 


From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Cc : Accounts XXXX Subject : RE : Wire : Case XXXX This payment has not been received in our account, which would have come by now if processed on XXXX Can we have the details of the transaction done by your bank, so that we can ask our bank to inform about what happened to the particular transaction for which details are received from your back Thanks & Regards XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX : XXXX | XXXX : XXXX | Office Phone : XXXX. XXXX | website : XXXXin From : XXXX XXXX [ XXXX : XXXX ] Sent : Monday, XX/XX/XXXX XXXX To : XXXX XXXX XXXX ; Accounts XXXX Subject : XXXX : Wire : Case XXXX See below. 

Did the money arrive your Account? 

Best Regards, XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, MN XXXX XXXX XXXX www.itexpressservices.com CONFIDENTIALITY NOTICE : This email message is for the sole use of the intended recipient ( s ) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution of any kind is strictly prohibited. If you are not the intended recipient, please contact the sender via reply email and destroy all copies of the original message. Thank you. 


From : XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject XXXX RE : Wire : Case XXXX Here is confirmation of credit : WE CONFIRM, WE HAVE PROCESSED THE PAYMENT ON. 
XXXX Thank you, XXXX XXXX XXXX XXXX XXXX Treasury XXXX XXXX XXXX Wells Fargo, NA | XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, FL XXXX XXXX XXXX XXXX XXXX | Fax XXXX Available From XXXX AM - XXXX PM ET XXXX Were seeing a rise in Account Takeover fraud. Be cautious of unexpected token prompts. Ignore pop-ups seeking your online banking credentials. Be wary of unsolicited calls to assist you for unreported log-in issues. Learn more at wellsfargo.com/com/fraud/fraud-schemes or contact me for more information. 

From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX AM To : XXXX, XXXX XXXX Cc XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX ; XXXX Subject : RE : Wire : Case XXXX XXXX, Can we all get an update Please. 

Best Regards, XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX, MN XXXX XXXX XXXX www.itexpressservices.com CONFIDENTIALITY NOTICE : This email message is for the sole use of the intended recipient ( s ) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution of any kind is strictly prohibited. If you are not the intended recipient, please contact the sender via reply email and destroy all copies of the original message. Thank you. 


From : XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Cc XXXX XXXX ; XXXX XXXX XXXX XXXX ; XXXX Subject : RE : Wire : Case XXXX Good afternoon, I do apology for inconvenience. We did send the updated message to the XXXX bank. Would like for us to place a trace on the wire? 

Thank you, XXXX XXXX XXXX XXXX XXXX Treasury XXXX XXXX XXXX Wells Fargo, NA | XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX | Fax XXXX Available From XXXX AM - XXXX PM ET XXXX Were seeing a rise in Account Takeover fraud. Be cautious of unexpected token prompts. Ignore pop-ups seeking your online banking credentials. Be wary of unsolicited calls to assist you for unreported log-in issues. Learn more at wellsfargo.com/com/fraud/fraud-schemes or contact me for more information. 

From : XXXX XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX PM To : XXXX, XXXX XXXX Cc XXXX XXXX XXXX XXXX XXXX XXXX XXXX ; XXXX XXXX XXXX XXXX : RE : Wire : Case XXXX XXXX, Where are we at with this? This is now becoming unacceptable and an embarrassment for me. My client is saying they are receiving other Wires from other US companies with no issues. 
Please include XXXX XXXX XXXX in the email communications between Wellsfargo bank and the clients bank XXXX  Bank. 
We need to know why the payment is not being made or how we can engage my client to work with the bank to resolve the issue. 

Best Regards, XXXX XXXX XXXX XXXX Services XXXX XXXX XXXX XXXX, MN XXXX XXXX XXXX www.itexpressservices.com CONFIDENTIALITY NOTICE : This email message is for the sole use of the intended recipient ( s ) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution of any kind is strictly prohibited. If you are not the intended recipient, please contact the sender via reply email and destroy all copies of the original message. Thank you. 


From : XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX PM To : XXXX Cc : XXXX ; XXXX ' XXXX Subject : RE : Wire : Case XXXX XXXX, Here is what In sent to you on XX/XX/XXXX below. I will answer your YELLOW highlighted Questions in GREEN Below From : XXXX XXXX Sent : Wednesday, XX/XX/XXXX XXXX PM To : XXXX XXXX XXXX Subject XXXX wire Good afternoon, Please reply with additional information. 

79 : PLEASE NOTE, THE PURPOSE OF THE TRANSACTION IS NOT CLEAR IN YOUR XXXX DATED XXXX UNDER REF NO. 
XXXX FOR XXXX. KINDLY ELABORATE THE PURPOSE OF PAYMENT IN DETAIL. 
. 
TO UNDERSTAND THE PERMISSIBILITY OF THIS PAYMENT AS PER FOREIGN EXCHANGE MANAGEMENT ACT ( LOCAL REGULATION OF XXXX ). PLEASE ADVISE : ( 1 ) WHETHER XXXX  IS THE ULTIMATE BENEFICIARY ( a1 ) XXXX is the Ultimate Beneficiary and the Financial Institution. Ultimate Beneficiary is a customer called, DARTS IT NETWORKS PRIVATE LIMITED a Corporation ( XXXX ) DARTS is the client of IT Express Services See box below with detail from the client : Bank Name XXXX  XXXX  Address of Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Account Holder Name XXXX XXXX XXXX XXXX XXXX  Account Number XXXX XXXX XXXX XXXX OR IS BENEFICIARY ANY OTHER INDIVIDUAL. NO - XXXX is the beneficiary. 
( 2 ) IF BENEFICIARY IS ANY OTHER INDIVIDUAL THEN PROVIDE FULL NAME OF BENEFICIARY AND ADVISE IF YOU WANT US TO AMEND THE NAME OF BENEFICIARY WHILE RELEASING THIS PAYMENT TO BENEFICIARY BANK.

( 2a ) YES Amend account name to reflect : DARTS IT NETWORKS PRIVATE LIMITED ( 3 ) CONFIRM NATURE OF THE UNDERLYING TRADE /TRANSACTION FOR WHICH THE AMOUNT HAS BEEN REMITTED.

( 3a ) The Transaction was a Service Call to repair a defective Router ( IT Equipment ) ( 4 ) IN CASE PAYMENT IS RELATED TO INVOICE/SERVICES/EXPORT OF GOODS, THEN PLEASE PROVIDE DETAILS.

( 4a ) No Products were exported from US to XXXX or XXXX to US. XXXX XXXX contracted with XXXX XXXX XXXX XXXX XXXX to perform labor on a piece of IT Equipment Best Regards, XXXX XXXX XXXX XXXXXXXX XXXX  XXXX XXXX XXXX XXXX, MN XXXX XXXX XXXXXXXX XXXX CONFIDENTIALITY NOTICE : This email message is for the sole use of the intended recipient ( s ) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution of any kind is strictly prohibited. If you are not the intended recipient, please contact the sender via reply email and destroy all copies of the original message. Thank you. 


From : XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX AM To : XXXX XXXX XXXX Subject XXXX Wire : Case XXXX Good morning XXXX, We received this message from the beneficiary bank on this case. Please advise as soon as possible so they dont return the funds again. Thank you. 

Message : KINDLY ELABORATE THE PURPOSE OF PAYMENT IN DETAIL. 
SEE BELOW IN GREEN TO UNDERSTAND THE PERMISSIBILITY OF THIS PAYMENT AS PER FOREIGN EXCHANGE MANAGEMENT ACT ( LOCAL REGULATION OF XXXX ) PLEASE ADVISE ( 1 ) WHETHER YES IS THE ULTIMATE BENE OR BENE IS ANY OTHER INDIVIDUAL. 
ULTIMATE MEANING IS = AT THE END OF THE PROCESS. SO YES is the ULTIMATE BENEFICIARY as the financial institution ( 2 ) IF BENE IS ANY OTHER INDIVIDUAL THEN PROVIDE FULL NAME OF BENE AND ADVISE IF YOU WANT US TO AMEND THE NAME OF BENEFICIARY WHILE RELEASING THIS PAYMENT TO BENE BANK.

NO - DO NOT AMEND ( 3 ) PLEASE PROVIDE NAME OF THE PERSON WHO HOLDS THE MENTIONED ACCOUNT.

DARTS IT NETWORKS PRIVATE LIMITED ( 4 ) NATURE OF THE UNDERLYING TRADE /TRANSACTION FOR WHICH THE AMOUNT HAS BEEN REMITTED.

THE NATURE OF THE TRANSACTION WAS A SERVICE CALL TO REPAIR A DEFECTIVE ROUTER ( IT EQUIPMENT ) ( 5 ) TYPE OF BENEFICIARY A/C HELD WITH BENEFICIARY BANK I.E. SAVING/NRE/NRO ETC. 
CHECKING 6 ) REMITTER AND BENEFICIARY RELATIONSHIP. 
IT EXPRESS SERVICES AS A CUSTOMER OF THE MENTIONED ACCOUNT HOLDER Thank you, XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX Wells Fargo, NA | XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, FL XXXX XXXX XXXX XXXX XXXX | Fax XXXX Available From XXXX AM - XXXX PM ET XXXX Were seeing a rise in Account Takeover fraud. Be cautious of unexpected token prompts. Ignore pop-ups seeking your online banking credentials. Be wary of unsolicited calls to assist you for unreported log-in issues. Learn more at wellsfargo.com/com/fraud/fraud-schemes or contact me for more information.

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