Consumer complaint received 2023-03-26
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On Sunday, XX/XX/ after XXXX XXXX, I went to the Wells Fargo Bank ATM machine on XXXX XXXX XXXX XXXX XXXX, CA to withdraw {$20.00} cash. My positive balance before the withdrawal was {$300.00}. At the ATM machine, I saw a message that there is no receipt available, withdrew {$20.00}, and removed my debit card from the ATM. I knew my ending positive balance should be {$280.00} even though I did not get a receipt. 

As soon as I was finished withdrawing the {$20.00}, a XXXX XXXX male ( possibly XXXX XXXX XXXX ) that was behind me, immediately told me that I forgot my receipt and at the same time, he came next to me and told me, let me help you get the receipt. He told me to put in the debit card back into the ATM machine to get the receipt, but the ATM machine was having problems receiving my debit card, and the guy tied to help me push the debit card into the ATM machine. I was finally able to enter my PIN number, but I made sure this guy didnt see the PIN number that I was entering. 

When my account was accessed, the guy started to touch the ATM machine screen, and I didnt feel uncomfortable with what he was doing so I told him, no, no, its okay, and I quickly removed my debit card and left the ATM machine with no more money coming out. Later, when I checked my Well Fargo App on my phone, I saw that instead of having a positive balance of {$280.00}, my account was showing a negative balance, - {$660.00}. I also noticed there were more transactions that I didnt do myself and I didnt know this happened to me. I only needed {$20.00} cash and did not take nor authorized {$950.00} taken out my account in three transactions which are for {$800.00} plus {$100.00} plus {$50.00}. 

I initially filed a claim over the phone with Wells Fargo Fraud Department the same day and was given Claim # XXXX and instructed to wait 10 days for an investigation to be complete. However, I received a letter from Wells Fargo Bank stating that the case is closed with my claim being denied because I or someone who had my permission received {$950.00}, but that is not true. The ATM machine should have a video and audio recording to show that I only received {$20.00} cash and no more money, but apparently Wells Fargo Bank did not do a proper investigation of what happened during and after using the ATM machine on Sunday, XX/XX/. 

Throughout the time I was waiting for the Wells Fargo Fraud Department investigation to be over, I spoke to a few other Wells Fargo Bank personnel when I got my new debit card and went in person to activate it, and then on Monday, XX/XX/, I was inquiring over the phone how to appeal the decision Wells Fargo Bank made to decline my claim based on incorrect assumptions and implying that I stole my own money. I cant believe the bank is saying this, and this is 100 % not true. The last person I spoke to in the Wells Fargo Bank Fraud Department on XXXX XXXX XXXX, told me that I can not appeal the banks decision, and I can not resubmit a new claim for the same transactions a claim was already submitted against. 

I dont understand how the police can get the bank to give me my money back. Why would Wells Fargo Bank let someone take more than {$300.00} from an ATM machine, and why allow more money to come out of an ATM machine if the available balance is less and no cash advance is requested? Dont they dispense money in {$20.00} increments, so why {$950.00}? How can the bank allow their ATM machine to keep working after Ive removed my debit card? And why isnt the bank fixing this process and giving me back my money when they allowed available and unavailable money to be stolen so easily? 

It turned out that Wells Fargo Bank not only allowed my initial available positive balance of {$280.00} to be taken out, but Wells Fargo Bank later took my entire Social Security retirement of {$750.00} that was automatically deposited into my account, to cover their loss and additional bank charges totaling {$100.00} for three overdraft fees of {$35.00} each. Wells Fargo Bank is now saying that I owe them {$18.00}. Now Im out a total of {$1000.00} with {$950.00} stolen, and {$100.00} in additional bank charges ( see below embedded attachments ). 

Please, I need someone to help me resolve this issue with Wells Fargo Bank Fraud Department as soon as possible so I can get my money back for my rent and living expenses. Please help me. 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