Consumer complaint received 2023-01-19
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA. XXXX To Whom It May Concern : I reside in XXXX XXXX XXXX, California, and I have a problem that I hope you will be able to help me resolve. It involves policy and procedure at Wells Fargo Bank, N.A., where I maintain a Checking Account as well as a Savings Account. 

My problem is that since XX/XX/XXXX of XXXX, Wells Fargo Bank has withheld funds from me while they are investigating a Deposit, in the amount of {$15000.00}, which I made at one of their ATM machines. The ATM failed at some point during this transaction, and the Receipt printed out by the ATM states that only {$.00} was deposited to my checking account, and that Wells Fargo will fully credit to my account the remainder of the Deposit within 2 business days. That is the farthest thing from what has actually happened!!

I have already spent in excess of eight hours on the phone with employees in various Departments at Wells Fargo Bank where Ive repeatedly been advised that my Claim ( # XXXX ) continues to be investigated. I went to a Wells Fargo Branch Office seeking help. There was no Branch Manager available, so I spoke with an Associate Personal Banker, XXXX XXXX, who advised me that he could file a Complaint, on my behalf, regarding the ATM malfunction, but he said that he could not assist me with a Claim Investigation. Earlier, Id spoken ( by phone ) with a Manager in the Wells Fargo Executive Office, XXXX, who informed me that the investigation of my transaction could take up to 30 days, XXXX. On XX/XX/XXXX, I received a letter ( dated XX/XX/XXXX ) from Wells Fargo ATM Banking Department advising that the remaining amount of my Deposit had been confirmed and credited to my account. This turned out to be, yet again, far from what actually occurred!! On XX/XX/XXXX, when I called to ask why my Deposit ( referenced in that letter ) had not shown up on my XXXX Checking Account Statement, I was advised ( by XXXX, in XXXX XXXX XXXX Department ) that my Deposit is still undergoing investigation, although XXXX would not tell me what is being investigated and/or why anything is being investigated at all! I was further advised that a Provisional Deposit ( for the withheld funds ) had been made to my account on XX/XX/XXXX ( 20 days after I made the Deposit ), and I was also told that giving me this Provisional Deposit automatically gives Wells Fargo an additional 30 days ( on top of the original 30 days ) to investigate my Claim. At the same time, I was informed that I can write checks on the Provisional Funds although I will be subject to all applicable penalties ( for bounced checks, insufficient funds in account, etc. ) if, at the end of 60 days, XXXX XXXX determination on my Claim is not in my favor. I could hardly believe what I was hearing.. 

As additional background information : The check in question was issued to me by XXXX, one of the largest Insurance Companies in the United States. Determining the validity of the check, and who it was issued to, should not require anywhere near 30 days, let alone 60 days. Meanwhile, I am extremely frustrated with getting nothing but the run-around from Wells Fargo XXXX 

I am a XXXX XXXX XXXX XXXX, living alone on a fixed income. I need the withheld funds to pay my Bills. I have had accounts with Wells Fargo Bank for XXXX years with no questionable history or issues. 

I can FAX ( to you ) copies of the deposited check, ATM receipt, and/or the letter I received from Wells Fargo XXXX XX/XX/XXXX, if you want them. Wells Fargo already has ( access to ) copies of everything. Sorry, I dont have the computer skills to download or upload to attach documentation to this Complaint. 

If you have any questions, or want to speak with me about this Complaint, please contact me by phone rather than via email or U.S. Mail, if possible. My Home ( land line ) Phone Number is : ( XXXX ) XXXX, and the best time to reach me is after XXXX  ( XXXX  ). 

Any assistance you can offer will be greatly appreciated. 

Thank you so much. 

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