Consumer complaint received 2020-07-28
Company: WELLS FARGO & COMPANY
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: Foreign currency exchange
Issue: Incorrect exchange rate

Complaint:
This complaint is based on a wire transfer from an international origination to Wells Fargo Bank here in the US. The originating country was XXXX and the funds relating to a real estate transaction dated XX/XX/20. 
On the day of this wire transfer I had checked on XXXX the current day exchange rate from Danish crowns to US dollars. I wanted to see what the amount was and to double check once the funds was transferred and posted to my account that the amount was correct. 
The property that was being sold was owned by myself, my Mother and my Sister, 1/3 equal share. The day funds was to be transferred it was going to 3 different banks, two in XXXX where my Mom and Sister lives and then to me here in the US. 
Once the funds was posted to my account it was significantly short of the expected amount, to the order of almost XXXX dollars. 
I called my Sister to see if she was facing the same dilemma, as it turned out her amount corresponded very closely to the actual exchange rate for that day. 
I proceeded to contact my bank and subsequently had a meeting with the branch manager XXXX XXXX in my home town, XXXX XXXX, XXXX We met on XX/XX/20 at the branch office. I explained the situation and told her I was obviously not pleased with this outcome and felt the Bank had basically stolen funds behind my back since no disclosure for this type of business practice was made prior to the transfer. I have been a customer of excellent standing with this bank for over 30 years and felt betrayed from this action. She was very understanding and literally was not aware of this type of practice with wire transfers. She told me she would look into this and get back to me. She phoned after a week and told me she had had several conversations with different people but said no one could commit and explain why I was given such a poor exchange rate internal to Wells Fargo. I was then directed to a different person that would help further and XXXX said she had done what she can from her end. I was then contacted by XXXX XXXX on XX/XX/20 and was given an official case number XXXX, this was left on voice message. I called him on XX/XX/20 and was told this case had been elevated to the Executive Office and the person handling this was XXXX XXXX, phone XXXX. I called and briefly spoke to her, she was not at her desk and said she would get back to me. We connected on XX/XX/20 and had a fairly long conversation where she could not provide the answers I was looking for and I asked for her to please identify her superior and someone that had some sort of decision making ability, I was referred to XXXX XXXX, her direct report. 
I spoke with XXXX on XX/XX/20 and yet again faced with their attitude in no wrong doing and not willing to help and set things right. This was a long conversation and with me asking how this type of business practices can actually be legal. They basically say we will do a wire transfer for XXXX dollars and then they knowingly and covertly and on purpose do not tell you that on top of that they will skim the funds to the order of, in my case 3.3 %! After this type of verbal exchange she eventually offered me XXXX dollars as a onetime restitution that would not be offered again, I respectfully declined and told her she needed to do better. I informed her of some quick research I had done once I realized this is apparently a common normal practice with the banks here in the US. There are other options and avenues you can explore when it comes to International money transfers, several companies and organizations depending what your needs are, and with much more competitive exchange rates. I mentioned one of them, XXXX and said Wells Fargo needed to at least match their rates for me to be satisfied. XXXX basically told me that will never happen. I again asked for her superior to discuss this further since she could not make a decision on her own to solve this issue and retain me as a customer. She said she would elevate it further and have an upper management discussion. She got back to me a few days later and said their final offer of resolution was to meet me half way between the exchange rate that was going on the day of the wire and the amount they gave me, this amount rounded to XXXX dollars. I accepted this but said this is still not a resolution and I would explore this further and decide what direction to go especially weather Wells Fargo will represent me in the future. Everyone I have spoken to and given a quick synopsis has been completely unaware this goes on behind the scenes and literally shocked to realize this. Even talking to the different bank officials they have also indicated this practice should be modified and made more clear.

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