Consumer complaint received 2019-05-31
Company: WELLS FARGO & COMPANY
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
I found a breeder for XXXX puppies on Tuesday XX/XX/XXXX online. I filled out a form of my contact information on their website to find out more information on the puppies they had for sale. The website is XXXX. By XXXX that same day they had texted me to let me know they sent me an email and a questionnaire to see if I qualified for the puppy. I then emailed them back saying we were interested. In the email they told me they had a 30 day guarantee for a full refund, that the puppy had all its vaccinations, and so forth. They told me I would need to pay {$850.00} for the puppy and an additional {$150.00} to have it shipped if thats what I would like. So my husband and I decided to have the puppy shipped. We would've gone and picked up the puppy in Georgia but my grandfather was on hospice that week so we were unable to travel. And I made the first payment through XXXX which Wells Fargo uses as a wire transfer. This payment was made on XX/XX/XXXX at XXXX. The breeder stated that payment was received. I told them I was unable to send them any more money for 24 hours per Wells Fargo policy. I also stated I would not send any more until the contract was signed. XX/XX/XXXX they sent me the contract. I signed it. XX/XX/XXXX at XXXX I sent the additional {$500.00}. The breeder confirmed payment the next morning and asked me when I would like the puppy delivered. I told them Id like to have it the next day Friday XX/XX/XXXX. They did not email me back. I sent another email asking when I would know the puppy would ship. They then emailed me saying that they would set up all arrangements on Friday. Friday morning they emailed me saying they set up transportation for Saturday XX/XX/XXXX and that the estimated time of arrival was XXXX. XXXX came and went. I waited an hour before reaching out to the breeder. I texted and called both numbers. I also emailed them. By XXXX someone finally text me back saying that I shouldve received a tracking number and to check my spam folder of my email. I found two emails from the airline called XXXX XXXX XXXX. One email says they had received the puppy and gave me a tracking number. The following email said that my puppy had been declined for transport due to the weather and the crate for the puppy had been rejected for transport. They stated I would need to buy a crate for {$1800.00} or I could rent the crate for {$1100.00}. They said if I rent the crate my money would be fully reimbursed once the puppy arrived to my home and was out of the crate. I informed the breeder of this information. They said they would try to get a hold of the airline to see why this was the case. I tried to call the airline. They had an unclear voice message. I also emailed the airline. They emailed me back at XXXX Saturday XX/XX/XXXX saying the same thing. Requesting I send them money through XXXX so that they can ship the puppy. The breeder also texted me back at XXXX saying the same thing. My husband and I XXXX the airline and it says that it is a scam. We did not have the name of the airline prior to this. So we could not do any research on it. We didn't even think to check that. The website said they give you a fake tracking number and tell you they are shipping your puppy, and then they say that they need an air/heat crate for transport and ask for {$1100.00}. We also found a website afterward saying that these breeders are frauds. I did try and do research, prior to the purchase of this puppy, on the breeder. My sister in law works in a law office and also told me the contract is legitimate. The website has since changed their email. I texted the breeder again and told them we do not have {$1100.00} and asked them if they would cover the cost since theyd be reimbursed. They then said they could cover {$500.00} if we could cover the rest. I stated I do not have that money and that we would come pick the dog up tomorrow. They said to contact the airline since they no longer have the puppy. The airline I contacted again through email to tell them I will come get the dog. No response. I texted them the next day stating my husband made it halfway and his truck broke down and we now need money for repairs so we would like a full reimbursement as per the contract. They never responded. I've since filed reports with the FBI, police of XXXX XXXX, Florida State Attorneys, XXXX XXXX XXXX, and Georgia State Law. Wells Fargo closed my claim without telling me. They state no fraud has been done on their part since I sent the money. I told them I understand that but by you allowing this to happen you are allowing people to scam other people. I've filed several complaints in regards to the claim being closed. The last phone call the woman just talked right over me to tell me the same thing I have heard a million times by now. I understand that Wells Fargo didn't take money from me. But they allow people who commit fraud to use them as a bank and take money from other people. They don't protect their clients. I am extremely frustrated with them. They state using XXXX is like going to a bank and taking out money and handing it to someone. But it is not. It is an online wire transfer. I have read several different people who did get scammed and got their money back through XXXX. I also had a friend of ours that banked with XXXX that was scammed and used XXXX and got a full refund. The other I read online on your website the Consumer Financial Protection Bureau. That person reached out to you and you helped them get a refund through Wells Fargo. So I'm hoping that you can help me out as well. The only reason I felt safe using XXXX was because it was through my bank Wells Fargo and that I thought they would back me up and keep me safe. They repeatedly have told me they will not help me. I finally received in the mail the official paper stating my claim was closed on XX/XX/XXXX, even though it is dated XX/XX/XXXX. I was just on XXXX XXXX XXXX today at XXXX regarding this scam.

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