Consumer complaint received 2022-03-01
Company: WELLS FARGO & COMPANY
State: NC
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Hello : I am writing to file an official complaint against the financial institution-Wells Fargo . I was visiting Connecticut in XXXX for the holidays. 

On XX/XX/XXXX, I went to the Wells Fargo branch located at XXXX XXXX XXXX, XXXX, Connecticut to make a deposit at their ATM. I went to make this deposit around XXXX. 

I entered my pin number and followed the steps to make a deposit. I entered that I wanted to make a {$200.00} deposit in my savings account. 

The ATM machine took my money and did not give me a receipt neither did it give me back my money. I called the local branch on XX/XX/XXXX to explain to them what happened. 

I was advised to call their ATM Claims Department at XXXX and file a claim. I filed the claim on XX/XX/XXXX and I was told they would research it and the representative provided me a claim number of XXXX XXXX XXXX XXXX. 

There was no written communication from the time I fled my complaint until their first letter dated XX/XX/XXXX. 

I received my first written communication from Wells Fargo ATM Department dated XX/XX/XXXX stating that they have provisionally credited my account for {$200.00}. 

I have reached out to them prior to that to inquire why its taking so long to find the error. They stated that they are researching my claim and will let me know. 

I advised the representative that I spoke with at that time that if they tell me they didnt see where their ATM machine is over {$200.00} and I have to take this loss that I am not going to be a happy customer. 

I received another letter from Wells Fargo ATM Claims Department dated XX/XX/XXXX stating that they are still researching my claim. 

The letter stated that they are researching my inquiry for {$100.00} but that was an error because my claim was for {$200.00}. 

I received a final communication dated XX/XX/XXXX stating that the temporary provisional credit of {$200.00} will be deducted. 

I called Wells Fargo ATM Department on XX/XX/XXXX to express my dissatisfaction with their research results. 

On XX/XX/XXXX, they took the {$200.00} out of my savings account. 

Here is my complaint against Wells Fargo Bank : It took them two months to do research for my claim and to only find out that they did not supposedly find the mistake on their ATMs part. 

After doing their alleged research, I am at a financial loss of {$200.00} because of THEIR equipment. I have been a customer of this bank for over 30 years now. I am highly upset because they will not take responsibility for the malfunctioning of their equipment. 

I am also complaining that they dont have cameras to show where I came inside the branch to make a deposit and that a receipt was not generated and that the ATM did not return my {$200.00}. 


Please forward this complaint to the appropriate department/unit if this isnt the correct email where to send this complaint. 

I have also attached a copy of the written communications that I received from Wells Fargo. 

Thank you!!

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