Consumer complaint received 2023-09-12
Company: WELLS FARGO & COMPANY
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/, around XXXX XXXX, I went to the following Wells Fargo Address : XXXX XXXX, XXXX XXXX, NY XXXX Hours : Closes soon XXXX Opens XXXX Wed Departments : Wells Fargo ATM Phone : ( XXXX ) XXXX Before I entered the bank, I used an ATM in the vestibule of the bank to withdraw {$500.00}. My ATM Card number is XXXX. Then, I left the ATM and went into the bank to talk to a bank teller. One or two minutes later, I realized that I had not taken my {$500.00} out of the bank 's ATM. I ran back and the money was gone. 

The bank workers told me that it was possible that the ATM sucked my money back into the machine. It was also possible that someone entering or exiting the bank took my money. I did what I was instructed to do by the bank. I filed a claim with the bank. 

I might have originally filed it with the wrong fraud department of the bank ( there is a fraud department for ATMs and a fraud department for banks or some such thing ). Then another fraud department picked the matter up. I tried to explain to the different departments what had taken place. Frankly, when they read back what they read it never sounded write. I tried to correct them, but it was like a game of telephone where I felt I was misunderstood or mischaracterized. In any case, I waited for the bank to undertake its own processes. 

Ultimately, around XXXX of XXXX, I received a letter from the bank said they had completed an inquiry and found that my transactions were correctly charged. They said that if I wanted to have the documents used to determine the outcome that I can obtain them by calling a number. I called that number. I requested any documents and information that were used to determine what happened to my money. To date, no information or documentation has arrived to my home. The same day that I called to get the documentation, I asked the bank to inquire again and I attempted to correct what their understanding was and emphasized the possibility of theft. 

The point is that if the money was stolen from me, then it is likely that they would have at least one camera that recorded the theft. Further, if the alleged perpetrator came from inside the bank -- -or even if the person came from outside the bank and then went inside -- -the alleged thief would have done other business in the bank. Thus, the alleged thief would be identifiable -- -but only by the bank. 

Ultimately, the bank never disclosed what exactly happened to my money. They never sent any documentation. They have appeared not to do their due diligence to determine if it was theft or not -- -or to determine who allegedly undertook the theft. I find this troubling. 

I would like all the information that that bank obtained through its inquiry. I would like the bank to go back to the video from the ATM in the in the vestibule recorded during the day in question ( it would have been between XXXX XXXX  and XXXX XXXX  ) and go back to the video from the various cameras inside the bank recorded during the day in question ( it would have been between XXXX XXXX  and XXXX XXXX  ) to ascertain what happened to my money and, if it was stolen, to ascertain who stole it. If the money was not stolen, then I would like to see the video to see what happened in the minutes after I used the ATM. Barring this documentary evidence, I would like to allege that it is possible that bank has withheld my money from me. 

To reference this with the bank, a letter from the bank that I am looking at right now reads : Claim # XXXX ATM Claims Department XXXX XXXX XXXX XXXX, NC XXXX Fax : XXXX XXXX option XXXX M-F XXXX EST

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