Consumer complaint received 2024-03-09 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Money was not available when promised — 
Company: WELLS FARGO & COMPANY
State: MN

Complaint narrative:
XX/XX/2024 XXXX central- Submitted a wire transfer in the amount of {$5500.00} from my XXXX XXXX XXXXXXXX account, to my XXXX and XXXX 's Wells Fargo account to purchase a motorcycle from them. Immediate posting showed money left my savings account. 

XXXX Money was not deposited in the recipients account. XXXX called their bank ( Wells Fargo ) and they told him to give it another day to post. 

XXXX Still no money in XXXX and XXXX 's Wells Fargo account. They called Wells Fargo again, and they advised him to have me call my bank. Called my bank ( XXXX ) and they said they couldn't help me because the person at my local branch who sent the wire transfer for me was not working that day and only his log-in could look into the wire transfer. 

XX/XX/2024 XXXX central- Called my bank again ( XXXX ) and spoke to the guy who sent my wire. He said he had an email that he missed from the wire department asking him if this wire was business related. He said at that moment he emailed back that it was not business related as he remembered I was purchasing a motorcycle from my aunt and uncle. Then said the money should go through later that day, or at midnight and be available in the morning. 

XXXX Still no money in my aunt and uncles account. XXXX XXXX  called my bank again and spoke to the manager- male. We double checked all account numbers on recipients end are accurate on the write transfer- confirmed. He called the wire department and told me everything was complete on our end and Wells Fargo has the money. Nothing he can do. We decided to give it one more day. 

XXXX One full week after sending the wire transfer, still no money deposited in my aunt and uncles account. Between my aunt and myself, we placed no less than a dozen calls to Wells Fargo and XXXXXXXX XXXX No one could tell us why the money wasn't in the account. One Wells Fargo service rep contacted the wire department and confirmed that Wells Fargo does indeed have the money, but that it was not released to my aunt and uncles account. Could not help us further or provide any other details besides to transfer us to another specialist department that deals with wire transfers. Wire team got on the phone and said they could not help us because it was a 3-way conference call between my aunt and myself ( a third party as they put it ), and because I was not a Wells Fargo customer they would not help. She would need to call them back just by herself. She said she would not do that as it's my money that I transferred to them and as her nephew and as the money sender, I have a right to know why they don't have it yet or why it's being held. Even after answering all of their verification questions allowing them to know they are talking to my aunt, they would give no further information on the wire status. 

Someone, somewhere at Wells Fargo needs to let us know why {$5500.00} is being held by them and is not being released to the recipient bank account ( my aunt and uncle ). 

Please help us land a solution to this issue

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