Consumer complaint received 2026-04-06 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
Subject : Dispute Claim - Missing Bill Pay XXXX XXXX In late XXXX, we were invited to go on a XXXX trip with a group of friends. One person in the group made reservations at a XXXX and offered to pay for it upfront, with the understanding that we would reimburse him. In XXXX, he sent a message confirming the lodging was set and that each person 's share was {$1500.00}, along with his mailing address. We all paid him around that time. I have been a Wells Fargo and XXXX user for decades ( originally XXXX XXXX before transitioning to XXXX when XXXX exited that business ). I entered the payee information as I would for any payment and scheduled a bill pay for XX/XX/XXXX. Shortly after the XXXX, I noticed the money had left my account and thought nothing more of it. While we were on vacation in XXXX, XXXX ( the person who paid for the lodging ) asked me, " Hey, I never received your payment for the XXXX. '' I was surprised. I opened my phone app, searched his name, showed him the payment from XX/XX/XXXX, and sent him a screenshot. He said he would check with his bank. He called them, and the next day he told me he had provided them with the information but they had not received the payment. I then contacted Wells Fargo. They advised me to provide the recipient with the entry from my bank statement, which I did in the form of a screenshot. Wells Fargo also offered to initiate a claim/dispute, but I asked to wait and see if his bank could locate the payment first. This seemed like a simple matter to resolve. I spoke with XXXX a few days later ( after we had all returned home ). He said his bank was unable to locate the payment using the tracker from my statement, or any other means. I asked if he could accept XXXX or another payment method. He confirmed he had XXXX and provided the necessary information. I then sent him the money via XXXX. I also called Wells Fargo back and asked them to start the process to locate and recover the funds. The representative initiated the claim and set everything up, informing me that it could take up to 10 days for a response. Today marks 10 business days. I called to check on the status, and Wells Fargo informed me that, per their policy, they are denying my claim on the grounds that I authorized the withdrawal and that more than 60 days had passed. I asked to escalate the issue and was transferred to someone who essentially told me the same thing. When I asked if there was an appeals process, I was told there is not. I did ask specifically if there was anything I could do or if I was to just accept this loss.. His response was that there was nothing more for them to do. I have used this same payment process ( and bank ) for decades and have never had an issue like this. I did nothing out of the ordinary. I have verified the recipient 's address directly with him. There was nothing weird about this payment, yet I am out {$1500.00}, which is significant. As a bank customer, I would expect my bank to have the ability to initiate some sort of request with the recipient 's bank to help locate the funds. Over and over, they tell me to contact the vendorbut this is not a vendor ; it is a person, and he has already reached out to his bank on multiple occasions. I do not know what other recourse I might have. Please advise on next steps. Thank you,

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