Consumer complaint received 2026-07-16 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
State: CA

Complaint narrative:
Wells Fargo case number : XXXX Account number ending in : XXXX Dear XXXX XXXX XXXX : Thank you for contacting us. We completed our research and are providing details to address your concerns. We received your concern regarding your inability to send a wire transfer through Online Banking from your Wells Fargo Premier Checking account ending in XXXX. We understand how frustrating and disappointing this experience may have been, especially when you were seeking timely assistance and clear information. Please accept our sincere apology for any inconvenience, confusion, or frustration this situation may have caused. Upon receiving your inquiry, we conducted a thorough review of our records and determined that your Online Wire Transfer access remains active and enabled. We also confirmed that your RSA security device is active and functioning as intended. However, our review found that additional address information required to process the wire transfer was not available through the online channel. As a result, completion of the wire transfer requires direct assistance from our Wire Transfer Support team at XXXX. We sincerely apologize for any inconvenience this requirement may have caused. We would also like to provide additional information regarding our security requirements for Online Wire Transfers. As outlined in the Online Access Agreement, Wells Fargo uses security procedures to verify the authenticity of wire transfer requests initiated through Online Banking from an eligible funding account. These security measures may include verification of your username and password, as well as additional authentication methods that may be required from time to time. We may also request that you answer security questions or use one-time passcodes, random number generators, or other authentication tools to further validate a wire transfer request. These measures are designed to help protect both you and your accounts from unauthorized activity. For more information, please refer to the Digital Wires ( formerly Online Wires ) section of the Online Access Agreement. A complete copy of the agreement is available at your local Wells Fargo branch or online at XXXX To locate a branch near you, please visit XXXX. Additional information about Online Wire Transfers can be found at XXXX. We understand that this outcome may not fully resolve your concerns, and we sincerely regret any frustration or inconvenience you experienced. Please be assured that our security and authentication requirements are established to help protect our customers and their accounts and must be followed in accordance with applicable laws, regulatory requirements, and internal policies. We value your relationship with Wells Fargo and appreciate the opportunity to address your concerns. If you have additional questions or need further assistance, please contact our Customer Service Department at XXXX. Representatives are available XXXX hours a day, seven days a week, and will be happy to assist you. Case status We have closed the case as of the date of this letter. If we receive additional information, we will open a new case to address any remaining or new concerns.

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