Consumer complaint received 2025-10-03 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: WELLS FARGO & COMPANY
State: MN

Complaint narrative:
XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XX/XX/XXXX Consumer Financial Protection Bureau ( CFPB ) XXXX XXXX XXXX XXXX XXXXXXXX, Iowa XXXX Re : Formal Complaint against Wells Fargo & Company - Failure to Act on Immediate Error Notification Wells Fargo Claim # XXXX Product : Money Transfer / Virtual Currency / Peer-to-Peer Payment ( XXXX ) I am filing this complaint against Wells Fargo regarding their failure to provide adequate customer support and their subsequent denial of relief for a {$3500.00} XXXX transfer that I mistakenly sent to the wrong recipient due to a transcription error. 

Details of the Issue : On XX/XX/XXXX, I authorized a XXXX transfer for {$3500.00} from my Wells Fargo XXXX Savings account ( ending in XXXX ). Due to a user error, I mistyped the last digit of the XXXX  number, and the funds were immediately transferred to an unintended party.

Immediate Notification and Banks Failure to Intervene : I acted with extreme urgency. I realized the error immediately and called Wells Fargo Customer Service on XX/XX/XXXX, just 20 minutes after the transfer was initiated. This timely action provided Wells Fargo with the earliest possible chance to halt or recall the funds before the unintended recipient could access them. 

I followed the bank 's guidance. Despite the urgency of the matter, the Wells Fargo representative advised me to proceed by filing a formal dispute ( Claim # XXXX ). This process is inherently slow and designed primarily for unauthorized fraud, not real-time user errors. 

Banks Procedural Failure : By directing me into a lengthy dispute process, the bank failed to utilize the crucial 20-minute window I provided. A direct, urgent intervention attempt with the receiving financial institution was the only effective way to recover the funds in real-time. Wells Fargo chose a procedural path that guaranteed the funds would be unrecoverable by the time their investigation concluded. 

Claim Denial : My claim was denied on XX/XX/XXXX, and the denial was upheld by the XXXX Complaints Management Office on XX/XX/XXXX. XXXX XXXX decision rests entirely on the technicality that I " authorized '' the transfer, completely disregarding my immediate notification and the poor advice that prevented a potential recovery. While I understand XXXXXXXX XXXX terms, I believe a prompt report of a clear user error deserves a dedicated, expedited internal response, not a standard denial. 

I am requesting that the CFPB investigate Wells Fargo 's protocol for handling immediate reports of mistaken XXXX transfers. I seek an investigation into whether the banks internal procedures and customer service guidance are adequate when a customer reports an immediate, non-fraudulent error that still results in a loss of {$3500.00}. I believe I am entitled to reimbursement due to the bank 's failure to effectively utilize the critical notification window I provided. 

I have attached all relevant documentation, including Wells Fargo 's response letters. 

Sincerely, XXXX XXXX XXXX

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