Consumer complaint received 2021-04-07
Company: WELLS FARGO & COMPANY
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Wrong amount charged or received

Complaint:
On XX/XX/2021 at XXXX XXXX at XXXX XXXX XXXX I attempted a withdrawal at an ATM ( XXXX ) for {$350.00}. It asked me whether I wanted it in XXXX  or XXXX  dollar bills. I requested for 50 's however when the machine dispensed the money it gave me XXXX  XXXX dollar bills as if they were XXXX dollar bills giving me {$140.00} dollars instead of the {$350.00}. 

Immediately after on XX/XX/2021 at XXXX XXXX at XXXX XXXX XXXX I attempted to retry and withdraw again since I really needed the money. This time I attempted to withdraw {$400.00} but with the intent of requesting XXXX dollar bills however when I clicked on the amount I wanted to withdraw it DID NOT allow me to choose how I wanted to receive the requested amount ( If I wanted XXXX or XXXX dollar bills ). It gave me XXXX  XXXX dollar bills for a total of {$160.00} instead of the {$400.00}. In total I received {$300.00} but was short {$450.00} from my account. 

I called Wells Fargo immediately at XXXX XXXX to see what could be done because nothing like this has ever happened to me. Since it was XXXX customer service told me the only thing they could do was file a claim and wait 5-10 business days. On XX/XX/2021 I received an email notifying me that my claim had been settled. When I called they told me that they found no error and that my claim was denied. I requested to appeal the claim but I was denied that as well. 

I called customer service and their claims department numerous times, six to be exact. Each time telling me there was nothing they could do. They were able to get a supervisor to talk to me and all they could do was file a complaint about customer service. Eventually they told me that another supervisor from the claims department would call me and see what they could do in the next 24 to 48 hours. I waited and I have yet to get any call from them since. 

I asked for an appointment with Wells Fargo on XX/XX/2021 on Sunday XX/XX/XXXX since it was was the earliest available date. On XX/XX/XXXX at XXXX XXXX XXXX XXXX a personal banker at XXXX and XXXX  tried to help me and see what actions I could take to resolve this matter. When he called they told him that they only checked the cameras to see if I was the one who authorized the transaction and sent someone to count the ATM to see if it was short. Since I was the one who authorized the transaction and they said the ATM was not short they concluded that there was no error. 

My issue with this however is that while I did authorize the transaction that is not what I am disputing here. I counted the money in front of the ATM both times and the camera will very clearly show not only me counting the money but also show that they were in fact XXXX dollar bills instead of XXXX dollar bills. Also since I received less than the requested amount the ATM would be over not short.

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