Consumer complaint received 2025-05-15 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: WELLS FARGO & COMPANY
State: NV

Complaint narrative:
On XX/XX/XXXX I went into a Wells Fargo Branch to complete a money transfer to a XXXX account and the personal banker was uncertain of the steps to take. I had a XXXX  banker on the line and the instructions in front of him and he still called the branch manager over ( no big deal I was actually grateful to see some oversight ) however she ( XXXX at the XXXX XXXX branch in XXXX XXXX  ) told me we needed to leave in 2 mins as they were close for the night. I was incredibly frustrated as there was still enough time to process the transfer but with the uncertainty of how too time slipped away and I left frustrated but saw it as a blessing as the kid didnt know what to do so maybe there would be a mistake. The next day the banker called me to tell me I needed to come to another location to sign some paperwork he was supposed to have me sign that day but forgot. I then received 2 calls from XXXX the branch manager asking me to call her back ( something about a visit summary ). I knew I needed to try somewhere else so I went to the XXXX XXXX location in XXXX XXXX  where I explained I was trying to wire money to my XXXX account from my checking account. I was assured they could do this. After over an hour with a banker they said ok its been completed and our branch manager has reviewed and signed off for your {$200000.00} wire. Side note : I again had clear instructions pulled up and the banker was inputting the in information. The error occurred on the side of Wells Fargo when the banker said do you want anything in the comments section, you dont have to and I replied I guess we can put owner to owner transfer for my records. Days went by and no money was seen in my XXXX  account. Called Wells Fargo and the lady told me its going through your balance is correct in your checking. I knew right away this lady was clueless so I called the branch manager on XXXX XXXX named XXXX and got her assistant who eventually had me come back and do it all again. Bottom line : error was made on behalf of Wells Fargo. I filed a formal complaint and they have led me on a circular loop of nonsense. I am on my 3rd open case with the complaints department and they refuse to give me any contact to someone who can ok a payback of the {$50.00} charge for wire return. Beyond that when I asked who was in charge of this department ( executive office of complaints regarding deposits ) I was placed on hold forever and given the name of Wells Fargos CEO and president ( truly not the next person in line to escalate to but this is yet another example of an affront by the company and its lack of competency, customer service and basic understand that they are actually spending more in having to open up new cases then to simply find someone who can ok the charge of {$50.00} )

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