Consumer complaint received 2024-10-02 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Money was not available when promised — 
Company: WELLS FARGO & COMPANY

Complaint narrative:
We have been attempting to get a response from the Wells Fargo executive office regarding the dispute below. Note that the representative who has not identified a last name has specifically said, likely in a form letter, to contact with any questions. We have done so by email and phone repeatedly, as outlined in the unanswered exchanges below ( note the links to recordings of voice mails left for said representative ) however have never heard back. 

A previous complaint was filed about the transaction in question and because we have confirmed through our independent research that was provided to Wells Fargo that its banking customer didnt follow our terms of service that he was not eligible for a refund. Wells Fargo overruled our company policy and refunded the customer. To avoid legal action against this financial institution, we gave it until XXXX XXXX to reverse the chargeback and return our money in addition to the fee taken from our account via XXXX. The company didnt respond to this demand by deadline, therefore were filing another complaint. 

To be clear : this is a complaint in addition to the original chargeback dispute. Wells Fargo requested an extension of XXXX months to respond to the first complaint about XXXX transaction a transaction its XXXX XXXX said in XXXX was cut and dry ( though hasnt substantiated that because the named rep below has never responded with the information ). Meaning, Wells Fargo allegedly had previous information to share but still wont provide the details. That information is outside of its response to the formal complaint filed in XXXX. Weve been asking for the information the XXXX rep said she had in XXXX. It is XXXX and we have asked multiple times and have been ignored in every instance. 

Why isnt Wells Fargo being transparent and sharing what information it allegedly had before we filed a formal complaint about the company in XXXX? Its clearly living up to its consumer ratings online that dont even give it XXXX stars on most websites and has logged as of XXXX XXXX, XXXX XXXX CFPB complaints since XXXX XXXX, XXXX, not to mention the millions upon millions of fines levied against it by the government and industry regulators because of its various legal troubles and scandals. 

Summary of this complaint against Wells Fargo : XXXX XXXX has been contacted multiple times by email and phone with questions ( as this person instructed in an email to our company ) and has yet to respond. The company has still not provided information per its XXXX  rep ( that was given as evidence in our previous complaint whose file number is listed in emails below ). Finally, the company has not returned our money by the deadline that we set and therefore we are pursuing action because it overstepped our terms of service and took money from us that it legally wasnt entitled to. 


From : XXXX XXXX XXXX Sent : XX/XX/XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX ' XXXX Subject : RE : We need more time to respond to your concerns Adding todays attempt at leaving a voice mail to the file- XXXX XXXX XXXXXXXX As youve missed the deadline to return our funds and continue ignoring correspondence, were preparing another complaint to file, this time in regards to the XXXX team not responding even though your previous email instructs to call with any questions. 

Adding another time stamp to the record. 



From : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ' XXXX Subject : RE : We need more time to respond to your concerns Adding todays voice mail requesting followup to all previously unanswered emails to the file- XXXX XXXX XXXXXXXX Your email instructs that I reach out should I have questions. I continue to do so but dont hear back. As such, well file another complaint, this time geared toward the XXXX office for not communicating. 

XXXX XXXX XXXX is the deadline for returning the funds from this chargeback on a transaction that violated our terms of use by your customer when you gave him back the money he shouldnt have been entitled to. 

Per the voice mail : We kick things up a notch with our broadcast story next month and highlight your companys actions/inactions and less-than-stellar service record and legal troubles in a consumer affairs and small business FYI feature. 

Adding another time stamp to this continued request for assistance for our formal complaint, our chargeback reversal and national broadcast story. 

Thanks. 
XXXX From : XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ' XXXX Subject : RE : We need more time to respond to your concerns Adding todays voice mail requesting followup to all previously unanswered emails to the file- https : XXXX From : XXXX XXXX XXXX XXXX : XX/XX/XXXX XXXX PM To : XXXX ' XXXX Subject : RE : We need more time to respond to your concerns Adding todays voice mail requesting followup to all previously unanswered emails to the file- https : XXXX This is outside of your deadline extension request for the industry regulator complaint against Wells Fargo as we are working on media XXXX for a consumer report about the company. 

Thanks. 
XXXX From XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ' XXXX Subject : RE : We need more time to respond to your concerns Our complaint document and public broadcast will reflect each date that our emails have gone unanswered. 

Adding another time stamp to the ongoing below. 


From : XXXX XXXX XXXX Sent : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXXXXXX ' XXXX Subject : RE : We need more time to respond to your concerns We also need an explanation as to why we havent heard anything after the agent, on XXXX XXXX, said she was escalating this to a person/department to address the ongoing concern. ( You were sent a link to that audio on XXXX. ) This is separate from your involvement when we filed a complaint with an industry regulator. 

Also, still waiting on the info about where your XXXX  team saw that we accepted the decision of the chargeback ruling when it had never been presented to us. That information should be available since thats what your agent told me on the recorded call again, also being used as evidence should we proceed with a more formal case against you. We will not wait months for that information, it should be provided immediately as was requested ( with her cced ) earlier this month. 

Adding another time stamp and these details to our exhaustive document highlighting the complaint against Wells Fargo. 

Reminder of the deadline to return our money : XXXX XXXX Much appreciated. 
XXXX From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ' XXXX Subject : RE : We need more time to respond to your concerns Further, here is some of the audio we'll be releasing as part of the national consumer affairs report and warning to small businesses about Wells Fargo XXXX XXXX XXXX Your XXXX  rep providing information your company has yet to validate or show us- XXXX Summary : None of your agents knew anything about a basic transaction nor who within your company would. 

Additional : Your customer 's building complex confirming we were provided the incorrect address info : XXXX I trust that you believe me that we've compiled an incredibly detailed report, so your extended research time better match what we turned around in a shorter period. ( And we have even more to release if needed. ) Reminder : XXXX XXXX XXXXXXXX to return our money. 

Again : refunding money, media statement about the companys runaround, and the defense for the CFPB filing. 

Media statement was due today so itll be noted you didnt respond by deadline. 

Thanks. 
XXXX From : XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Subject : Re : We need more time to respond to your concerns You have until the end of XXXX to reverse the chargeback and refund the fee. {$150.00} is not going to bankrupt Wells Fargo. The XXXX  fallout will end up costing you more. 

It didn't take months for you to disregard our response to the chargeback and side with your customer almost immediately, so you are not afforded more time to look at this for the first time. ( we have plenty of audio recordings and emails from your teams, too. We'll release them as necessary. ) The customer did not provide complete/accurate address information. XXXX. We are not responsible for him not knowing how his mail should be addressed. XXXX. 

XXXX XXXX XXXXXXXX to reverse the chargeback and refund the fee. We'll begin billing for our admin time the longer this drags out and if we need to head to court, we shall. 

{$150.00} - give it back. 

Looking forward to hearing from you at the end of the month. 

XXXX XXXX XXXX XXXX of The Charts Entertainment Wrap Up XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : We need more time to respond to your concerns Wells Fargo case number : XXXX Consumer Financial Protection Bureau, case number : XXXX Dear XXXX XXXX XXXX XXXX you for contacting us. We hoped to respond by XX/XX/XXXX. However, we need more time to complete our research. 
Whats next Well follow up with you by XX/XX/XXXX. If we need more time, well let you know. 
Were here to help We appreciate the time and effort you took to contact us. If you have questions, you may reach me at XXXX, XXXX  through Friday from XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX. We accept telecommunications relay service calls. 
If there is an attachment to this email and you can not read it, please contact us. 
Sincerely, XXXX XXXX. 
XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, SD XXXX For security reasons, please do not respond to this email with any personal or account information. 
This message XXXX contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply email and delete this message. Thank you for your cooperation. 
XXXX From : XXXX XXXX XXXX Sent : XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : RE : We received your concerns Hi, XXXX. 

Attached is the document that yesterday was sent to industry regulators and other government agencies regarding the formal complaint against Wells Fargo. Also, our chargeback submission is included so you can reverse the decision and return our money. If needed, previous audio recordings and email correspondence are available upon request. 

I trust your internal teams didn't properly relay the information in this case as you are asking irrelevant questions in your reply. 

As noted to multiple agents at your company, this will be the subject of a consumer news story so any and all correspondence is on the record. 

I look forward to your positive resolution and the avoidance of legal escalation. 

Thanks. 
XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXX XXXX XXXX XXXX XXXX XXXX  Sent : Wednesday, XX/XX/XXXX XXXX XXXX XXXX XXXX XXXXXXXX Subject : We received your concerns Wells Fargo case number : XXXX Consumer Financial Protection Bureau, case number : XXXX Dear XXXX XXXX XXXX Thank you for contacting us. We attempted to reach you but were not successful. Based on the information provided, were unable to identify your account. Please respond with the following information so we may research and address your concerns. 
What you need to do You can call us, or you can complete as much of the following information as possible and send it to us by mail or fax using the contact information below. 

The first and last names listed on the account A copy of a monthly billing statement The full account number The last XXXX digits of the account holders Social Security number or Tax Identification Number A copy of a credit report showing the account in question. You can cross out or otherwise block out trade lines of other creditors from the report, but please dont block out any information that identifies the owner of the account. 

If you are not the account holder, please have the account holder contact us directly or send a written authorization which will allow you to speak on their behalf and receive the account information. The written authorization needs to include the signature of an account holder. 
If there is an attachment to this email and you can not read it, please contact us. 
Sincerely, XXXX XXXX. 
XXXX Representative XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, SD XXXX For security reasons, please do not respond to this email with any personal or account information. 
This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply email and delete this message. Thank you for your cooperation. 
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