Consumer complaint received 2017-04-06
Company: WELLS FARGO & COMPANY
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On XXXX, I went to my bank ( Wells Fargo ) to withdraw money. I completed a withdraw form and then I was told by my cashier named XXXX I could not get the money because that amount was on hold, she then called the manager and the manager said come back next week because the check that I had deposited earlier was on hold. I went back to the bank on XXXX to withdraw the amount that should already be available and so I withdrew the {$5000.00}. At this time I found out that there was another {$5000.00} that was withdrawn previously. So I questioned how and what and was told that it was withdrawn on XXXX. I explained to the employee that I was not able to withdraw on that day because there was a hold and even the manager said I can not get that amount and for me to come next week. After that day I kept calling the bank and reporting my funds missing. The investigation was denied and I requested the surveillance. I went to the bank and watched the camera video and that video just showed that i gave the deposit slip to the cashier but no money exchange was shown in there. After that I kept calling and trying to get another investigation but everything was denied so I decided to take them to small claims court. On XXXX at XXXX, held at the Superior Court of California was my case. It was me against Wells Fargo. I explained everything to the judge and then the Wells Fargo attorney played the surveillance video showing that on XX/XX/XXXX the cashier is handing me the money. I was then shocked because there is no way that video is accurate. I never got any funds on that day. Then I told the judge that this video is sabotaged and it must have been switched to when i did actually get money on XX/XX/XXXX. The video looked odd itself. The video does not even show the manager speaking with me on that day. It seemed that it was either sabotaged or switched pictured at the handling of money. I did not know what to do or say. I told them to put those two dated videos on XX/XX/XXXX and XX/XX/XXXX together, and that why they are only showing that one day. I told the judge it was impossible and he said he will do further investigation. A few days later I received a letter in the mail stating that i lost the case. I am deeply upset and XXXX out from this situation. I have been accused of taking my own money when i did n't. I trusted Wells Fargo with my money and this is what happened. I did not know what else to do so I decided to write to CFPB. Hopefully I can get some help from you. Hopefully someone can get a hold of the video surveillance on those two days and compare and also other videos around the bank that can be added together for some proof. I believe that someone either stole my money and tried to cover up by sabotaging the videos or it was an error done by the cashier but was also covered up. Please help any way you can. Its not a few dollars its {$5000.00} missing from my life. 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