Consumer complaint received 2021-04-14
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXX [ XXXX ], I brought {$5000.00} cash into Wells Fargo Branch located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX. I counted the cash right before I headed straight to the bank. There were {$20.00} ( 60 counts ), {$50.00} ( 6 counts ), and {$100.00} ( 35 counts ). I arrived at the teller window and was serviced by XXXX XXXX. I handed her the cash. She took my stash of bills behind the counter. At this time, the money was out of my view. I proceed to enter my PIN and put away my ATM card as usual. When I looked up, XXXX asked how much is the cash amount? I said {$5000.00}. She then took the stash of bills to the money counting machine that was behind her about 5 feet. She ran the count and told me it was only {$3600.00}. I said NO.. it must be {$5000.00}. She said we can run the count for the 2nd time ; which she did. Again, it was {$3600.00}. I told her something happened after I handed her the cash and now I am missing {$1400.00}. She said if I dont agree with the count I do not need to deposit and gave me back the money. I took a look at the bills ; the 20s and 50s were correct, but lots of {$100.00} bills are missing. I proceeded with the deposit of {$3600.00} because I do not want to hold that much cash on hand and was given the receipt of the deposit. 

I believe XXXX XXXX took {$1400.00} in 100s from my funds while I was busy entering my account information before running the remainder of the cash in the counting machine. I left the bank at XXXX. 

What youve done to try and resolve it : # 1 Spoke to Branch Manager : Shortly after [ XXXX ], I came back to the branch and demanded to speak to the branch manager. While I waited and observed, a gentleman came to speak to the servicing teller, XXXX. Behind the counter area, they walked towards the vault on the right side of the bank and disappear towards the back. They reappeared back on the left side where the teller was stationed. 
[ XXXX ] I was greeted by the branch manager, XXXX XXXX XXXX the same gentleman that spoke to the teller. He said XXXX told him I said the deposit was only {$4000.00}. I immediately stopped him and said it has always been {$5000.00} from the start. This is a 2nd confirmation that the teller is not being honest ; now suddenly she is changing the amount? I asked XXXX to have the surveillance reviewed and what is the protocol? He dogged the answer regarding the surveillance review and said it does not work like that. He said the protocol is that he ran the cash and deposit since this morning and everything balanced, no shortage and no surplus. And if I did not agree, I did not have to deposit. The books will check and balance because they only recorded & deposited {$3600.00}. He gave me no other solutions and said he will check again by EOD and give me a call. No calls were received.

# 2 Open an investigation case Wells Fargo Enterprise Complaints Management Office Case management Dept XXXX XXXX XXXX Case # XXXX [ XX/XX/XXXX XXXX XXXX ] Spoke to XXXX in the Executive Complaint department, explained my issue and she helped to open the case. 
[ XXXX ] Called for status : spoke to XXXX no new update [ XX/XX/XXXX XXXX XXXX ] Called for status Spoke to XXXX ( case manager ) XXXX said he called the bank and spoke to the Branch Manager. The bank manager said that he reviewed the cash and deposit records and it balanced. The case manager, then closed the case. I asked the case manager if video surveillance was reviewed and he said NO and it will require a next escalation to the Claims group. I've requested the next level of escalation. However, the case manager states he does not know what the group will do or if video surveillance will be reviewed. To call back in 10 business days. Call back date XX/XX/XXXX

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 non-monetary relief