Consumer complaint received 2023-02-03
Company: WELLS FARGO & COMPANY
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Date : XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX Location : XXXX XXXX XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXXXXXX SEQ # XXXX On XXXX, I attempted a cash deposit of {$700.00} ( 7 x {$100.00} bills ) to my Wells Fargo checking account using my debit card at the non-Wells Fargo ATM/location indicated above. The ATM accepted the cash and indicated the correct amount counted on the screen ( {$700.00} ). Upon proceeding with the transaction, an error message appeared on screen stating that the transaction could not be processed as it must be made at my institution. No cash was returned ; receipt printed with the information above indicating the deposit was unsuccessful ( see attached copy of receipt ). I performed an account history transaction at the ATM and confirmed that the cash had not been deposited into the requested account. I immediately contacted XXXX customer service and described the situation to a representative, who stated that XXXX ATMs are managed by a 3rd party, and therefore I should reach out to my financial institution, Wells Fargo, to file a dispute. I immediately contacted Wells Fargo customer service on XXXX to file a claim. I provided all information above and claim was filed with Wells Fargo. The representative indicated that if the claim wasnt resolved in 10 days, the claim amount of {$700.00} would be credited to my account until the investigation was completed. 

On XXXX ( 10 days from claim submission ), no credit was applied to my checking account, and the claim was still listed as open on Wells Fargo online account. I proceeded to contact the Claims department for a status update, and the representative stated that the investigation was still in progress and I would receive a letter soon with detailed outcome of the investigation. I inquired if investigation would include contacting the XXXX ATM owner to audit for any overages, and the representative confirmed that was part of the process. The representative requested a copy of the ATM receipt to be sent to the claims department, which was subsequently sent to XXXX on XXXX. 

On XXXX, I received an email notification that the investigation was completed and that a letter would be sent through standard mail with the detailed investigation outcome. A one-page letter was received on XXXX stating that research concluded there was no record of the deposit and the claim was closed. I contacted Wells Fargo on the next business day ( XXXX ) at the number listed in the letter ( XXXX ) to inquire about the conclusion. The representative confirmed that the claim was denied, as no record could be found to support the dispute. I inquired again if the investigation included contacting the XXXX ATM owner to audit the system/transactions, and the representative indicated this was performed but the transaction could not be reconciled. I then inquired about reviewing video surveillance from the machine, and the representative stated that is not something that they were able to do. I requested to reopen the claim to further investigate and to issue credit to my account until it was resolved, but the representative stated they could not do that. I subsequently indicated that I would like to file a complaint with Wells Fargo for inadequate investigation and failure to follow their policy for issuing temporary credit when the claim was not completed within 10 days of initiation, and that I would be escalating the case through the Consumer Financial Protection Bureau.

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