Consumer complaint received 2024-04-12 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:
I initiated an online wire on XX/XX/XXXX with Wells Fargo Bank to send to a vendor in XXXX. The wire was promised to be completed by XX/XX/XXXX ( which by itself is long ). On XX/XX/XXXX I called the bank and they asked me for information about my XXXX XXXX of which I provided over the phone and other information. They told me that an intermediary bank was holding onto the monies. I checked the vendor on XX/XX/XXXX and no monies were provided. I called again on XX/XX/XXXX and they told me to go to the branch and submit the paperwork which I did. I called again the vendor on XX/XX/XXXX and no monies were received. The vendor asked for XXXX and I went back to the branch and got a copy of that. The bank informed me that the information I had given was not sent yet. I called again on XX/XX/XXXX and they told me that the information was sent and the matter was escalated. 

I called the bank again on XX/XX/XXXX and they told me my matter was escalated and will be processed. The vendor still did not receive it. 

On XX/XX/XXXX, I sent my summary of events to the Board of Wells Fargo and XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX ). Nothing happened. I called again on XX/XX/XXXX and they told me again it was escalated. Same thing happened on XX/XX/XXXX. I enquired on XXXX on how to withdraw the wire and they told me that the bank would charge me for reconversion back which will make me lose nearly $ XXXX if I revoked the wire. The vendor had not received the monies. 

On XX/XX/XXXX, I sent one more update to Board of Wells Fargo and XXXX XXXX XXXX XXXX. 

On XX/XX/XXXX, someone named XXXX called my number twice and told me he is from the XXXX XXXX XXXX and he will personally take charge of this and told me he will send his personal information by email and will update me regularly. He told me that the information I had provided the week before was sent incorrectly to the wrong place and that was the cause of the delay. 

The night of XX/XX/XXXX ( XXXX XXXX XXXX XXXXXXXX ) I checked with the vendor and they had received it. 

So, I woke up on XX/XX/XXXX and finding no information from XXXX, sent a new batch of emails to the XXXX XXXX Wells Fargo and XXXX XXXX XXXX XXXX. The bank is already 7 days late on my promised wire... XXXX weeks from original date. 

I called the wire department again on XX/XX/XXXX and they told me that the matter has been escalated. I asked to speak to the supervisor and that lady was super rude and started talking over me and then told me the fault is a different department. She took down my number and told me she will get back to me. 

I sent all this information back to the Board of Wells Fargo and XXXX XXXX XXXX XXXX. 

I am extremely stressed by this experience and I dont know what to do. If I withdraw the wire, Wells has informed me that they will need to wait to pay me back but even that they did not promise to give me all my monies back ( loss of $ XXXX ). If I go forward, when will the monies be delivered? 

Banks hide behind compliance and deliver poor service leaving customers like myself in a rut with considerable stress. In this case, Wells Fargo even acknowledged that it was their mistake but they expect, me the customer to pay for this. 

I have been a customer of Wells for over 35 years but I think the bank has deteriorated considerably over the last few years. 

Who is going to take them to task? How do I solve this problem?

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 monetary relief