Consumer complaint received 2023-05-28
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
There are 2 different companies that I want to put a complaint against. 

The first is the company of the ATM company inside the XXXX XXXX at XXXX XXXX XXXX XXXX XXXX TX XXXX. I took out XXXX XXXX  from my debit card that belongs to Wellsfargo. After I used this ATM someone duplicated my debit card and was able to use copy the card number and pin. This took place on Tuesday at XXXX  XX/XX/2023 and then Thursday at XXXX XXXX  I received a text alert that my account had a possible {$460.00} attempt to be taken out of my card at a ATM .Wellsfargo was called to cancel and they would not divulge the address where the ATM was located. So I looked up the amount on my Wellsfargo online account and i found an address associated with all of the attempted charges. This address was at XXXX XXXX XXXX XXXX XXXX TX XXXX. The customer service at Wellsfargo should know this easily but told me he could not see an address associated with the XXXX  even though it turned out to be one of theirs. I visited the bank and they would not even look at their cameras to get a picture or license plate number of the person who was there for 15 different tries on my card to get XXXX dollars then they tried XXXX then XXXX dollars. When I visited the branch the Bank Manager stated that even they tried they were not successful so that there was no need to investigate anything. I told him that there should still be a suspicious activity report and to have someone view the footage ( incase there is license plate of a car ) a freeze frame of the person to see how they look like. Maybe even show it to the XXXX XXXX manager who have control of the ATM inside their store. I was told that there was not much that they could do and that they already cancelled my card so that I would get another and too just lower my daily limit to XXXX dollars. The associate that helped after the dreadful Bank Manager was better. She stated a police report would help more to have something on file and she did try to call their call center to see if there was anything more that could be reported. She was very nice and helpful in calming things down. 

There is someone out there or possibly a group still out there trying to get ahold of other people 's ATM cards if they got mine then they have other 's card information too. As they stood in front of that ATM for at least XXXX minutes trying to take out XXXX then XXXX then XXXX then XXXX out of my account I am sure they also tried other cards. Wellsfargo Manager did not want to take a look at their camera. I know that banks circulate pictures of suspicious people and bank robbers why can't they cooperate with the police on this as well? I will alos be filing a police report and will want someone to at least tell me they tried to look for the footage of XX/XX/XXXX at XXXX from their ATM footage.

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