Consumer complaint received 2017-04-28
Company: WELLS FARGO & COMPANY
State: AL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
I took specific instructions to my local  Wells Fargo office to conduct a wire transfer, at that time, I had n't noticed that the transfer was n't  exactly in accordance with the printed out instructions. When speaking with the recipient I was made aware of the importance that it be transmitted in exactly the manner of the instructions, which it was n't. I realize that it was a partnership between my bank and myself, of which I realize that a simple mistake made by my bank, I had not caught, and returned to my bank, to correct it. That is when I encountered " issues '', starting with being h  eld hostage to Wells Fargo 's priorities pertaining to ( 1 ) Profits First, & then ( 2 ) protect Wells Fargo from any chances that the customer ( s ) may have unfettered access and full utilization of his/hers ( their ) funds, & ( 3 ) is constantly bombarded with " notifications '' of the additionally added costs to ( a ) canceling the privious transfer, since, Wells Fargo 's system, in my sistuation, could not make an addendum & /or correction, in a timely fashion. All throughout this interaction, I kept expressing the " timeliness '' of this transaction is crucial. Which appears to have fallen upon deft ears. After going around for about an hour, being repeatedly bombarded with the Bank 's notifying me with " this is going to cost .... '' statements, & " Wells Fargo 's procedures are ... '' statements predominating the conversation, we were finally able the get Wells Fargo 's agent ( s ) to respect, and initiate MY WISHES, with regards to MY MONEY & MY ACCOUNT! By this point tensions are high, nerves were a bit frayed, & professional interactions between myself and Wells Fargo 's agent was strained, since in all of this interaction ( A ) the agent wanted to leave early, ( B ) my insistence that we get the transact done that day, & ( C ) that this was a " Time Sentive/Critical Issue. Once the cancellation was initiated the agent just sat ther waiting for me to leave, and I gave her some time, fully expecting her to get started on the second half of the corrective action, I.e. Initiate a Second Wire Transfer to correct the mistakes of the First Transfer, she had to be prompted. All throughout this transaction, my needs, that of the account holder, was disregarded and subjugated to the ensurance of Wells Fargo generating fees, and bending the account holders ' concerns and needs to the desire of Wells Fargo to generate fees & channel his business concerns through the desires of Wells Fargo, even IF it is to the detriment of the account holder. My desire to sent the correct amount, with the correct " Special Instructions '', to the correct destination was Soo far off of either the local agent 's agenda, and those of the internal " phone agents '', that post initiating the cancellation, I had to prompt the local agent to realize that they HAD NOT FIXED ANYTHING! The correct funds was not going to the correct account, with the correct special instructions. Then I had to motivate her to get started on that, of which, I was promptly bombarded with notifications about additional " redundant '' charges. There was no acceptance of her/Wells Fargo 's culpability with regards to the error, nor as their and hint of her waiving any additional charges, even if it was her that did not follow the instructions as provided, only her telling me of more charges.
When I spoke to Wells Fargo 's customer services re  p, a  XXXX   XXXX , after being handed off from  XXXX   XXXX , there was essences of indifference, arrogance, contempt, condensation and passive aggressiveness but NEVER a direct interaction, addressing either my frustrations or my need to understand how training can rue out the " customer " in customer services, of address the need to meet the customers needs when they come in the bank, WHILE generating fees fo  r Wells Fargo. One would hope that if a bank is going to generate fees for services rendered, that they could at least RENDER SREVICES at some point. It appears that Wells Fargo will continue to attempt to generate within their customers a sense of helplessness and submission to whatever rules/regulations that put the customers at the disadvantage, with such contempt that the motivation for patronizeing their facilities is such a distance concern, that the agents are subject to forgetting or discarding it all together. I guess their attitude is that the customer exists to generate profits for Wells Fargo, the services that Wells Fargo market, and the customers come, fully expecting to utilize is purely the " bait '' portion of the " Bait- & -Switch ''.
One would hope that the very same training that taught the lower echelon employees to adhere to a tactic of churning accounts in the past, is still permeating throughout the ranks, because their was NO ONE demonstrating even the slightest concerns as to how they were coming off to me, the account holder, only their adherence to instructions, the fees that will, or must be generated, not even a hint of personal or professional culpability/responsibility to the customer for their errors, or even attempting to improve/restore the image of Wells Fargo, just " quasi-justifications '' for additional fees, and still they ( initially ) forgot the " services '' that the fees were to be charged for.

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