Consumer complaint received 2026-06-22 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I respectfully dispute Wells Fargo 's response and request further review of this matter. While Wells Fargo 's written response states that : * XXXX XXXX submitted a fraud recall request on XX/XX/year>; * A fraud recall investigation was initiated and reviewed; * The recall request was denied on XX/XX/year> because there were no funds available to recover ; these statements are inconsistent with the information repeatedly provided to me by Wells Fargo employees throughout the recovery process. Timeline of Events XX/XX/year> I initiated a wire transfer in the amount of {$91000.00}. XX/XX/year> After discovering that I had been the victim of a wire fraud scheme, I immediately contacted the relevant parties and visited the XXXX XXXX Wells Fargo branch with my real estate agent. During that visit, a Wells Fargo manager named XXXX XXXX XXXX, XXXX ID XXXX, reviewed the matter and informed me that Wells Fargo had " caught the money, '' that the funds were safe, and that I should not worry because the recovery process would require the proper procedures to be completed. I was instructed to work with XXXX to initiate the recall process. My real estate agent was present during this conversation and can verify that these statements were made. Following this meeting, I repeatedly followed up with XXXX, XXXX, and Wells Fargo. Wells Fargo continued to direct me to work through XXXX and XXXX regarding the recall process. At no point was I informed that the funds had already been depleted or that recovery was impossible. During this period, Wells Fargo manager XXXX also advised me that the beneficiary account name and account number did not match. Based on this information, I communicated further with XXXX and requested additional review. XXXX ultimately agreed to pursue the matter further based on information provided by Wells Fargo. After the original Wells Fargo manager was no longer available, another Wells Fargo employee, XXXX, began assisting me with the case. During a recorded conversation on XX/XX/year>, XXXX stated that : * the funds were " frozen '' ; * the funds were " not going anywhere '' ; * the funds were " ready to be recovered '' ; * Wells Fargo had not received the required documentation from XXXX. When I specifically asked whether the money was still safe, she confirmed that the funds were frozen and not going anywhere. However, Wells Fargo 's official response now states that XXXX XXXX submitted a fraud recall request on XX/XX/year> and that a fraud recall investigation had already been initiated and reviewed. This creates significant inconsistencies that have not been explained. Additional Concern Regarding Evidence Submitted to Wells Fargo I would also like CFPB to review the handling of documents and evidence I provided to Wells Fargo. At one point, I asked XXXX whether Wells Fargo could provide a written statement regarding the status of the funds so that I could provide it to XXXX and request that my case be reopened. XXXX informed me that she could not provide such a statement. However, she requested copies of supporting documentation related to the fraud, including : * fraudulent escrow instructions; * fraudulent emails ; * supporting evidence regarding the wire fraud transaction. I provided these materials directly to XXXX. She advised me that she would make copies of the documents and make notes regarding my case. Later, after I filed my complaint, a Wells Fargo investigator contacted me and requested these same materials. When I informed the investigator that I had already provided the documents to XXXX, I was told that the investigation team had not received them. This raises serious concerns regarding whether the information I provided was ever forwarded to the appropriate investigation team and whether the investigation was conducted using all available evidence. Questions Requiring Clarification I respectfully request that CFPB require Wells Fargo to address the following questions : 1. If Wells Fargo received a fraud recall request from XXXX XXXX on XX/XX/year>, why was I later informed by Wells Fargo personnel that Wells Fargo had not received the required documentation from XXXX? 2. If no funds were available for recovery, why was I repeatedly informed that the funds were frozen, secure, not going anywhere, and available for recovery? 3. On what specific date and time did Wells Fargo determine that no funds remained available for recovery? 4. What actions were taken by Wells Fargo between XX/XX/year> and XX/XX/year> regarding the beneficiary account and the fraud recall request? 5. Were any branch notes, communications, or records created by XXXX or XXXX regarding my case? 6. Were the documents I provided to XXXX ever entered into the investigation file? 7. If those documents were not received by the investigation team, what happened to the materials that I provided to Wells Fargo? 8. Was the investigation conducted using all evidence that I submitted to Wells Fargo? Request for Further Review I am not simply disputing the outcome of the investigation. I am disputing the accuracy, consistency, and handling of information provided to me throughout the recovery process. Given the significant amount involved ( {$91000.00} ), the conflicting information provided by Wells Fargo personnel, and the apparent discrepancy regarding documents submitted to Wells Fargo, I respectfully request further review of this matter. I also request that Wells Fargo preserve all records related to this case, including : * fraud investigation records; * recall processing records; * beneficiary account activity records; * branch notes and communications; * internal case notes; * records relating to documents submitted at the branch level. Thank you for your time and consideration.

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