Consumer complaint received 2022-12-31
Company: WELLS FARGO & COMPANY
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On Friday, XX/XX/2022, at approximately XXXX XXXX., I went to Wells Fargo, Virginia XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, Virginia. 

I sat in the drive thru line for approximately 20 minutes with one vehicle ahead of me in the same lane as my vehicle. 

When I sent my money to the teller for deposit, there was {$1700.00} cash and a {$47.00} check to be deposited. My husband and I had both counted the cash before I submitted it for deposit. The teller told me that she had only received {$1600.00} in cash. I told her the correct amount that it should have been. She asked if I still wanted to make the deposit. I told her no and to send the money back to me, and I would come inside the bank. She sent the container back and included a batch report that showed a total of {$1600.00} cash. I then took the container from the drive thru window and kept it in my vehicle and drove to the front of the bank. I parked and got out of my car to enter into the bank. The door to the bank was locked. However, the hours listed on the door were XXXX XXXX. to XXXX XXXX  I knocked on the door and stood outside in the windy cold weather approximately 5 to 10 minutes, and no one opened the door. 

Since no one would open the door, I got back into my vehicle and tried to call the bank. I was able to speak to a representative who said that he was in Texas. While sitting in my car talking with that representative, I observed another Wells Fargo employee as she walked past my car and went and unlocked the door of the bank and went inside the bank. Afterwards I saw customers go into the bank. Therefore, I was then able to go into the bank also. 

I was told that they would balance the bank tellers drawers. When the teller told me that they could not find my {$100.00}, I told her that I would like to close my account. At that time I also told her how I had stood locked outside of the bank while the hours listed on the door indicated that the bank lobby was open. She told me that there was a sign on the door that said that the lobby was closed. I told her that no sign was on the door, so she got up and checked to see if a sign was there, and as I had stated, no sign was on the door. She said that someone must have moved the sign. This was the same teller who had waited on me. I had kept the banks container in my car when I told her that I was coming into the bank. Why didnt she open the door? Is that good customer service? The banks security cameras should show how long I stood waiting at the door, as well as if there were a sign on the door indicating that the bank lobby was closed. 

Also, while I was inside the bank, that same teller who had initially waited on me was walking through the bank talking on her cell phone. I ignored her conversation because I did not want to hear any negative remarks. However, my daughter who was with me overheard the negative comments as that teller continued to carry on her phone conversation outside the bank in addition to inside. Therefore, after hearing that tellers comments, my daughter came inside the bank to check on me and to see if everything was okay. 

That was very poor customer service skills exhibited by that teller to discuss the incident in the presence of other customers while she was walking through the bank, as well as outside the bank. The bank cameras should show this to be true. 

After I left the bank ( after XXXX XXXX ), I was discussing the incident with someone who told me that I could have asked the branch XXXX to check the cameras to see what happened to my missing {$100.00}. Therefore, I am now requesting that the tapes from those cameras be viewed in order to see what happened to my {$100.00}. 

I will say that the electricity blinked on and off momentarily while I was in the bank. Perhaps that was because of the weather. I do not know if that would have an effect on the banks cameras recordings that day. 

I spent close to XXXX hours at the bank because of this incident. My time is valuable. I believe that things could have been handled more professionally and in a more timely manner. Does the branch XXXX or someone else have the knowledge and skills to have the appropriate number of staff members working at a location on Friday, XXXX of the busiest banking days? There were only XXXX employees there actually only XXXX before I saw the third employee let herself into the bank. Did the banks cameras capture all of that time that I spent at the bank with not a sufficient number of staff available? 

I had been a Wells Fargo customer for many years. I was a customer before that bank took on the new name. If a loyal customer is treated in the manner that I was treated, how are the new customers treated? 

In view of the circumstances and the way this incident was handled, I sincerely believe that my money was stolen. I question the integrity of that teller. I have closed my account but would like to open an investigation regarding this incident in order to find out what happened to my {$100.00}. I appreciate Wells Fargos prompt attention to this matter.

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