Consumer complaint received 2021-03-12
Company: WELLS FARGO & COMPANY
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
Dear Sir : I was so happy to read the article in XXXX XXXX, XX/XX/XXXX. XXXX is right to make Wells Fargo a poster child for bad practices. This bank has a long and sordid history of engaging in unethical behavior from hiring and promoting staff to illegal offers to clients. 
Trust is central to proper functioning of the banking system. On that point I have to state that I have been denied trust from the bank due to several bank allowances in which there is not rationale. 
Problem : The Wells Fargo Bank allows for non- customers to deposit funds into checking accounts at their ATM machines. This allows for fraud. I was a victim of a banking allowable fraud. 
Wells Fargo bank gives customers the opportunity to use a digital wallet account and a contact list etc., etc., that they can create an online account and access a number and pin number to deposit funds without the use of identification. I have contacted several banks where this is not available to do. It is available through Wells Fargo that a customer creates to withdraw funds not deposit funds. Its very tricky to create and is a loophole for criminals to collect money through scams. 
Wells Fargo customers can now deposit cash from any of the bank 's ATM machines around the country without a physical card. ... To use the new feature, customers simply log on to their app to request an access code. At the ATM machines, they can use that code and their regular ATM pin to complete a transaction. XX/XX/XXXX How this banking error has affected me is that the Wells Fargo banking error allowed for my family to be targeted and scammed. My family members are hardworking and victims of measures that should not be available for criminal to take advantage of. Im retired and substitute teaching, my husband is deceased. My mom is XXXX XXXX XXXX and a XXXX XXXX as well. My son, XXXX is an XXXX in New York. He lives and works in New York and is an XXXX with the XXXX XXXX XXXX. He works hard and is trying to earn moneys to live a decent life and attempting to pay for his student loans. We are needing this healing as we are suffering from the loss of this money. The injustice occurred on XX/XX/XXXX when my mom received a call from my son, her grandson, XXXX. The person told her he was XXXX and was in jail and needed cash sent to his lawyer to get him released. My mom, XXXX is XXXX XXXX XXXX was given a number to call to get information on how to get him released from jail. She called the number XXXX XXXX XXXX XXXX and they told her to deposit {$2500.00} into an ATM account. They told her that he was in jail in LA, after being in an auto accident transported to ER and was released to jail. She phoned me and explained the situation. I was told that the person was legal aid employee for Attorney XXXX XXXX. He wanted me to call him once I had the money and go to the Wells Fargo ATM location at XXXX XXXX  XXXX XXXX and make the deposit there. When I got to the bank to enter the XXXX bank representative said I could not come in if I didnt have an appointment. She directed me to go outside to the attached ATM machine. So I had to go to the attached ATM machine outside the bank. I called the attorney back and he gave me the access code to deposit the money in the particular ATM machine designated. He didnt allow me to write it down nor the pin number as I was nervous and under pressure I deposited the cash. There is a button to press to go the access your account only using a pin number. I did receive a receipt which is attached decided to bring it into the bank after I couldnt get an answer as to when my son was to be released. I finally got the bank attendant to let me in where I explained the situation and showed them the receipt. Bank Officer XXXX and Mr. XXXX XXXX said there was nothing they could do right now but report it to the officials, they took my receipt and gave me a copy and said they had to have the original as it would be turn in as evidence. That I should hear back in two days. I filed a police report and a copy of the receipt which is attached. 
I waited two days and called the bank officers back where I was sent to several transfers and finally I was told it would take ten days to get back with me with a resolution. I was given the claim # XXXX ( XXXX contact number ( XXXX ) XXXX. Later given ( XXXX ) XXXX as the department handling my case. I waited again for ten days and finally was assigned a claims adjuster name XXXX. She was extremely rude and short with me when I explained my situation. At first she said there was nothing she could do then she said she was going to close the case. I then decided it must be an inside job or why would she be so rude to me after only talking to her for all of 30 minutes. She had no compassion or remorse. No follow up just hung up the phone in my face. You can investigate my story through the claim number, receipt and police report attached. I do know that ATM machines store the data in it and can be investigated. Why didnt the bank officers immediately have the machine closed and investigation proceeded immediately? I feel that not only could the bank have stopped the transfer but can prevent this illegal actions as described for the future. Please consider our serious lost and refund the money. Please feel free to contact me at the address above, my email is XXXX, and my phone number is XXXX XXXX XXXX XXXX. I appreciate your listening to my concerns in this letter and the support you will give to our family. 
Resolution : Yes, it has taken me a while to gather the strength to compose this letter but I have hope in your integrity and the power of XXXX XXXX to restore our funds that were raised and borrowed. Wed like to get our hard earned taxed {$2500.00} back and also like for the banking system to be fixed so no one else can fall victim of this crime. Id also like an apology from XXXX in ATM customer claims. 

Sincerely, XXXX XXXX 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 explanation