Consumer complaint received 2023-09-20
Company: WELLS FARGO & COMPANY
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
on Sat XXXX about XXXX  i went to Wells Fargo on XXXX XXXX XXXX XXXX in XXXX Colorado to make a deposit into my checking account account via atm. i withdrew {$120.00} from savings put {$60.00} into checking and kept the other {$60.00} i declined the receipt grabbed my bag and i left to go home. i was driving for about 10 minutes when my phone started getting messages from Wells Fargo mobile notifications saying my accounts were overdrawn - {$850.00} and i immediately pulled over and started looking for my atm card, i realized i left it in the atm and drove back the branch and ended up having to wait 35 minutes in line to speak with a teller because because no one was available to help me with the large amount of money that was just stolen from my account. The teller called the branch manager who seemed so uninterested in my crisis and couldn't be more dis-engaged from her title and job duties than when i was desperately seeking help and direction from her, she waived me off and the teller had to tell me to call the fraud dept when i got home, not the bank manager. i was so surprised and taken aback by not even so much as a moment of being treated like a human being let alone a loyal customer and account holder for many years. After being denied common decency by just about every employee i tried to plead with for information or just help in general i went home and called wells Fargo fraud line and found the same thing on the phone, someone dancing around my problem and a scripted discerning tone of voice telling me they couldn't do anything for me until all the pending charges on my account either cleared or fell off. no-one believed me or offered to listen past a certain point and quick to pass me off or tell me to call back. i was able to cancel my atm and file the multiple claims on the multiple transactions. They didn't believe that i made a mistake and left my card in the atm and being that it was a busy Saturday morning at such a small branch, i was being called a liar without being called the actual words. Iam now being accused by the bank of giving my pin number to someone and that iam in on this 'heist ' and what the entire employee directory of wells fargo that chewed me up and treated me like a piece of trash never once took into account the money that was taken from me that totaled {$3500.00} was the last of a very small inheritance from my father whom i never got to say goodbye to, and for this to be the outcome they decide with no proper investigating and not even releasing atm footage or explaining to me how {$1000.00} could be withdrawn from my checking account when only {$140.00} was in the account and then taking {$2500.00} from my savings when there is an atm card limit of {$400.00} dollars a day. {$3500.00} was withdrawn in less than 15 minutes and i have a card limit of no more than {$400.00} A DAY with not so much as an explanation as to why or how this could have ever happened. There is no way i could have stolen my own money unless it was in {$400.00} dollar increments. i filed a police report with XXXX Police Department in XXXX Colorado on XXXX and filed with a lady by the name of XXXX XXXX who i believe is a call dispatcher for the police department. I will attach the case number and her contact information she issued me after she recorded my statement and told me they were going to be seeking to recover any and all surveillance and information as to why this was allowed to happen. i finally spoke to some wells fargo employees at a different branch in XXXX Colorado with whom i filed an official complaint within the institution and the branch manager there gave me some information on policy and procedures for wells fargo and did not speak very highly of that particular branch this all happened at and gave some insight as to what i should be doing to combat this wrong doing. I live off of a XXXX retirement that goes into that account from a food service position i held with XXXX and XXXX XXXX XXXX XXXX for nearly 30 years and now am a part time XXXX XXXX for XXXX and XXXX XXXX XXXX for XXXX XXXX XXXX XXXX and a single mother with 3 grown and very well rounded sons and i would never in any lifetime ever compromise what i've worked so hard for and to be called a liar and a thief and be denied my money, my inheritance that I'am entitled to, not anyone else, is a dis-service and an injustice by these very people who should not be in such positions of power. We trust these institutions with our hard earned money and our financial lives and futures and this is how we are treated when an accident/ a forgotten ATM card threatens to ruin a life, my life, and leave me broken and without any means, this is insanity and injustice. Thank you for this platform and the ability to speak on my behalf and for the help I'am seeking from this agency.

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 monetary relief