Consumer complaint received 2026-06-09 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: MD

Complaint narrative:
On XX/XX/year>, I initiated an international wire transfer of {$8000.00} USD to my sister, who resides in XXXX XXXX, XXXX, to support her educational and medical needs. Prior to completing the transaction, my sister provided all required beneficiary details, including her account number, bank name, address, XXXX code, and other necessary information. During the transaction, I was on a call with a Wells Fargo representative who assisted me step-by-step, as this was my first time completing a wire transfer. The representative reviewed and confirmed that all information entered was correct before I proceeded with the transfer. Shortly after, I received confirmation that the transaction had been successfully processed. However, my sister later confirmed that she did not receive the funds. When I contacted Wells Fargo on XX/XX/year>, I was again assured that the transfer had been processed, and I was provided with confirmation number and trace number. My sister also contacted her bank, which confirmed that no funds had been received and advised that additional processing time may be required. On XX/XX/year>, I followed up again due to the urgency of the situation, as my sister requires these funds immediately for her studies and medical expenses. During this call, I was transferred to the international department, where I was informed - shockingly and distressingly - that the funds had been sent to an entirely different individual : in Texas. I do not know this person, have no association with them, and have never authorized any transfer to any account in Texas. I immediately requested assistance and was instructed to file a claim, which I did without delay. I was advised that the investigation could take 10 days or more. I requested expedited assistance due to the urgent nature of this situation ; however, I was told this was not possible. I also asked whether the receiving account could be frozen, but I was informed that this could not be done, which was extremely concerning given the circumstances. The following day, I called again to check for updates and any possible solutions. While the representative confirmed that my claim was still being processed, I became understandably frustrated due to the urgency of the situation and the lack of clear resolution. During this interaction, I felt that my concerns were not properly addressed, and the call was abruptly disconnected, which added to my distress and frustration. On XX/XX/year>, I called again for an update. I was initially told that the funds had been successfully sent to my sisters account. However, after I insisted on verification and explained once again that my sister had not received the funds, the representative placed me on hold and later contradicted the previous statement, confirming that the funds had in fact been sent to a different account- not my sisters. The information provided by Wells Fargo has been inconsistent and deeply distressing, causing significant confusion and emotional strain. I repeatedly explained the severity of this situation and questioned how a transfer could be processed to an unintended recipient when I had provided my sisters correct information and received confirmation from a Wells Fargo representative before proceeding with the transaction. I also requested immediate assistance or escalation options ; however, I was told there was nothing further that could be done and that I must wait up to 30 business days. I want to emphasize that this {$8000.00} represents my only savings, which I intended to send to support my sisters education and urgent medical needs. The loss or misdirection of these funds has caused extreme emotional and financial hardship for both of us. At this point, I am formally requesting an urgent investigation and immediate resolution of this matter. I also request clear written clarification on how this transaction was processed to the wrong recipient despite verification with a Wells Fargo representative, and what specific steps will be taken to recover my funds as soon as possible. I respectfully ask that this matter be escalated immediately, as it involves critical financial and medical urgency.

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