Consumer complaint received 2025-06-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: NJ

Complaint narrative:
On XX/XX/year> I requested a direct deposit cash advance from my XXXX  XXXX XXXX credit card for {$9000.00} to my checking Account with Wells Fargo. The transaction was processed on XX/XX/year> but I never received the funds because it went to the wrong account. I was notified by XXXX that the money was deposited successfully, but since I never saw that deposit on my account, I contact Wells Fargo immediately, but they stated that I had to contact XXXX  XXXX XXXX since they were the issuer. I called XXXX  XXXX XXXX and place a claim. On XX/XX/year>, I received a letter which stated that they were working on my case. On XX/XX/XXXX, they also contacted me by letter stating that a valid account was located and credited ( wrong account not under my name ). They also stated when I called that since that account is not under my name the balance transfer was going to be returned but that never happened. Somebody else have my money. I called again on XXXX for a 3rd complaint and on XX/XX/year>, they stated the transaction was not rejected by Wells Fargo and my dispute was resolved. 
I decided to go to one of the Wells Fargo bank branches located in XXXX XXXX XXXX NJ, but the manager just stated they cant do anything. 
They just tried to called fraud department to place a claim, and on XX/XX/year> I got a message from Wells Fargo stating basically they wont do anything about it since that wasnt their mistake. 
I just cant believe the way Wells Fargo manage this situation. They dont care about mi issue as a loyal account holder.

They dont make a deep investigation ; Im telling them where the money went and thats not enough. Thats not my account and its not under my name. They just dont request any additional information from me to prove that the money was coming from my personal credit card to my checking account. 
The resolution for me obviously is unsuccessful. XXXX have tried to get in contact with Wells Fargo, and it seems WF do not want to cooperate. Attached find the last email received from Wells Fargo. 
Finally, I had to file a police report to see what they can do, unfortunately for me this person resides in California. The detective assigned to my case went to Wells Fargo in XXXX, NJ and also contacted the manager at California Branch but their answer was " oh well we can not do anything, the account holder has to contact us, which is not going to happen ''.

I did provide my credit card statement, which shows the amount transferred to the wrong account and date, and also, Wells Fargo confirmed to the detective that the funds were sitting on the wrong account. 

I just can't understand, why is too hard to contact the account holder or just transfer the funds to the wright account if you can see all the information provided is valid and verified.

So disappointed with the customer service, managers, etc. Worst bank ever

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