Consumer complaint received 2022-08-24
Company: WELLS FARGO & COMPANY
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
XXXX XX/XX/XXXX - I went into a Wells Fargo branch in XXXX, XXXX, Georgia. XXXX XXXX, the banker at the branch, assisted me in initiating an international wire transfer for the amount of {$11000.00}. I showed her XXXX XXXX XXXX ( Supposed Recipient ) bank information on my phone and she inputted it whilst reading it from my phone. On the first attempt at the transfer request XXXX XXXX failed to input the XXXX information correctly and we had to re-do the request. On the second attempt the XXXX was correct however, XXXX XXXX had misspelled both the name and address details of the supposed recipient. On the third attempt the XXXX was correct however the name and address had again been misspelled. We then began the fourth attempt at the wire transfer, as the previous two attempts had the XXXX correct I was focusing on the name and address details. 

XXXX XX/XX/XXXX - I flew back to XXXX ( XXXX XXXX XXXX XXXX  ) to spend XXXX with family. I arrive back in XXXX from XXXX to a phone call from XXXX XXXX ( Supposed recipient ) instructing the funds have not been received. After speaking to the XXXX  XXXX XXXX, XXXX XXXX 's accounts team informed me that an incorrect IBAN was used by Wells Fargo in the transfer. XXXX instructed the actual recipient was a XXXX account from a XXXX branch but were unable to give further information on the funds as XXXX XXXX were not the actual recipient of the funds. 


XXXX XX/XX/XXXX - Unable to ring Wells Fargo due to my US phone plan being unable to make calls in international countries, I rang XXXX XXXX XXXX to inform them of the failed bank transfer. They advised it was Wells Fargo that had to recall the funds and were not able to disclose any information on who the actual recipient of the funds was. 


XXXX XX/XX/XXXX - On returning to the XXXX after the XXXX break I return to the same Wells Fargo branch to recall the failed wired transfer. A different banker was present to the one who initially assisted me in the transfer. He advised me that they did not have the capabilities at the branch to recall a wired international transfer. He gave me a number to ring for Wells Fargo Wire Transfer Services. I rang this number and explained the situation as per above. They initiated the recall of the wire transfer and gave me the case number : XXXX. The woman informed me that it could be up to two weeks before I would hear back from them. 

XXXX XX/XX/XXXX- The woman working with Wells Fargo Wire Transfer Services rang me explaining how Wells Fargo attempted to recall the funds but XXXX  of XXXX had advised there were no funds on their end available for recall. I emailed XXXX XXXX to see if they could assist any further with the investigation. They followed up with XXXX who again insisted that they could disclose any information as XXXX XXXX were not the beneficiary of the funds. 

XXXX XX/XX/XXXX - I rang Wells Fargo Wire Transfer Service to get an explanation as to what the next steps were. They escalated my case to their superiors and advised they would contact me in a couple of weeks. 

XXXX XX/XX/XXXX- I received a phone call from Wells Fargo Wire Transfer Services. They again informed me that they were unable to recall the funds and that their superiors advised filing a fraud claim. I was passed onto the Fraud Claims department where I proceeded to file my claim. The Fraud Claims department advised me I would hear back regarding the status of my claim within a couple of weeks. 

XXXX XX/XX/XXXX- I received a letter from Wells Fargo Claims Assistance Center stating they had been forwarded my case for review ( Please see Check Fraud Claims letter attached ). The letter said that " As the money will not be returned from the receiving bank, we are not able to reimburse you. At this time we consider your inquiry closed. '' Since that date I have been back and fourth with various legal teams, government agencies and consumer protection groups to see how I could resolve this issue. I was advised to contact the Federal Reserve Consumer Help department who told me to submit a complaint via the Consumer Financial Protection Bureau. This severe breach of duty has lead to severe stress and anxiety for both me and my family. I would appreciate any help or guidance from you.

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