This is a division of the OCC:
https://www.helpwithmybank.gov/file-...complaint.html
Tell the Wells Fargo people you’d be happy to file an Office of the Comptroller of Currency complaint and have that agency resolve your issue.
No bank wants the OCC in their hair. But if they continue to stonewall you, file the complaint. The Feds will resolve it for you.
The culture at Wells Fargo changed dramatically when they were bought by Norwest in 1998. They seemed to have become lost their concept of Customer Service.
Generally, since you have a receipt, they’d simply refund you money or resend the wire, offsetting it with an entry to their suspense account. But no one at Wells is willing to take the initiative, just in case the other bank doesn’t send the funds back that they’d received in error. We used to refer to these situations as a “hot potato,” but generally only if the amount was something like $50k.