Consumer complaint received 2024-11-14 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: WELLS FARGO & COMPANY
State: WA

Complaint narrative:
I am a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, WA with my husband. 

Email 1 On XX/XX/year> I attempted to make an international transfer between two of my checking accounts. The transfer was for {$2400.00} from the checking account in the bank in my country of origin to my checking account from XXXX, a credit union from XXXX. 

Email 2 Right after submitting the transfer request I requested to cancel it, because on the international transfer confirmation email the recipient bank was stated as Wells Fargo instead of XXXX. The foreign bank tells me the transfer is sent and can not be canceled. 

After this, I learned that given the size of XXXX, they do not process the transfer themselves but use Wells Fargo instead. Which explains the confusion when I was inputting the XXXX code. 

Email 3 On XX/XX/year> I requested an update to my foreign bank on the transfer because they money was not yet in my XXXX account. Foreign bank representative asked another representative to assist me with my request. 

Email 4 On XX/XX/year>, I requested another update to my foreign bank and was told that the foreign bank was going to open a case to investigate. 

Email 5 On XX/XX/year>, foreign bank told me what they found from their case. The reached Wells Fargo and were told that the money ended up in a Wells Fargo customer 's account with Wells Fargo. Wells Fargo requested to this person that they send the money bank but the person refused. Wells Fargo told my foreign bank there was nothing else they could do. My foreign bank told me this case was closed. 

This is where I found that the XXXX code I used was an expired Wells Fargo XXXX XXXX. Even though I inputted my XXXX account number and my name in the international transfer order, the money reached someone in Wells Fargo. It appears as if this person has the same account number in Wells Fargo as my XXXX account number. But the name in the international transfer was my name. 

Email 6 On XX/XX/year>, Wells Fargo notifies me of an opened case by someone else on my behalf. This was done after my husband went to a Wells Fargo in downtown XXXX, WA to explain my case. By this time, and for the rest of my situation, I am outside of the US. 

Email 7 On XX/XX/year>, Wells Fargo notifies me that they had close the opened case because they had tried to contact their customer but got no response. 

Email 8 On XX/XX/year>, Wells Fargo notifies me that a new case was opened on my behalf, but that they we not authorized to give me any further information. This was done after my husband returned to the downtown XXXX office and requested them to revisit the case. 

This concludes my attempts to get the {$2400.00} back from Wells Fargo after the incorrect XXXX code was used to transfer money between two of my checking accounts.

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