Consumer complaint received 2023-05-16
Company: WELLS FARGO & COMPANY
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
On XX/XX/XXXX I attempted to deposit some cash and a check at a Wells Fargo ATM, which is my bank. The ATM allows for cash and checks to be deposited together. I entered my check of {$400.00} along with some cash. The atm was unable to accept my full deposit of cash and was unable to return the items back to me. However, at that time it stated the check did go through. The ATM stated they would return my items through the mail, but if it was cash to call the bank institution, which I did and entered a claim for the {$100.00} cash, while on the phone I was confirmed that the check went into my account with no problem. On XX/XX/XXXX, I noticed the {$400.00} was taken out of my account and put my account below XXXX balance. I called the bank immediately to discuss and was told they were unsure of the problem since it was still " pending '', and was advised to call back the following day. I called the next day and was told that it was possibly taken out of my account due to the claim I submitted about the cash, but were quite unsure. On XX/XX/XXXX, I did get the claim of the {$100.00} cash approved and in my account, so that is fine.The following week I received a duplicate copy of my check through the mail and it stated it was retuned due to a " duplicate presentment '', on the copy of the check it stated it was a legal copy and I was able to use it the same way as the original check. I went to a Wells Fargo Bank to deposit this copy of the check in person and was told it was unable to go through. I explained the dilemma and was advised to call to customer service. I called and was told it should have went through since that is what the letter states and to try to go to a different branch. The following day I did and still no luck. I asked for help from a personal banker at that branch since I was getting no solution. The banker advised me if the check was returned, to just ask the issuer of my check to give me a new check since the money was returned to them. As I contacted the issuer, they stated money was never returned to their account and that the check shows as cleared. But At this point it was XX/XX/XXXX and I advise the same banker who was helping me, and she stated she could not help me much and that the issuer should be able to see that the money was returned to their account. As I continue to discuss with issuer of the check, on XX/XX/XXXX, issuer advises that they are able to see the deposit clear on XX/XX/XXXX and it was presented again on XX/XX/XXXX, but no money was ever returned to them. 
I go back to the banker who was helping me and she continues to try to do some more research and was able to see that the check was redeposited into someone else 's account and not mine, she was unable to print off any proof or discuss further because it is essentially not my account and couldn't give me any information. But she stated that is why my issuer/payer is seeing that the check is being cleared with no money being returned to them and why it is not in my account, since it is in someone else 's account. Unfortunately, she was unable to help me out further. The issuer has also been unable to help since this is a wells fargo doing with their atm. I have tried calling multiple times now and in between all these dates and have had absolutely no luck. I constantly get transferred numerous times and to different departments and employees that are unable to help me or see the issue in my account.

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 monetary relief