Consumer complaint received 2023-05-31
Company: WELLS FARGO & COMPANY
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Wells Fargo theft and ongoing criminal activity : ATM {$600.00} fraud theft by Wells Fargo ATM ( XXXX ) XXXX attached to XXXX  XXXX XXXX XXXX XXXX XXXX XXXX. Manager XXXX XXXX informed in person XX/XX/23 XXXX {$700.00} inserted into ATM around XXXX XXXX XXXXXX/XX/23. {$600.00} accepted via screen and {$100.00} bill returned. When I attempted to resubmit {$100.00} bill, the door jammed and after some time screen changed to Jam Error. It asked me to reconfirm the amount I had submitted, so I confirmed the {$600.00} the machine had already confirmed. The ATM forgot the {$600.00} it had accepted, reported a {$.00} deposit placeholder transaction would be investigated and to contact support for more details. There was no option to request the entire deposit back which would have prevented my claim of fraud/theft ( as per prior ATM model behaved ). The machine was still networked and re-active the next morning which is another major problem. 

XX/XX/23 Claim XXXX {$590.00} owed Theft by ATM due to unacceptable design flaw. XX/XX/23 Atm Machine placed back in service with design flaw still in place for additional consumer theft. Wells Fargo organization lack of action to fix design flaw and keep such units in service is criminal and possibly nationwide ( wherever these ATM machines are in service ). 

Filed via Wells Fargo procedures prior to filing police and regulatory complaints and alerts. XX/XX/23 Complaint Case number XXXX, XX/XX/23 complaint id XXXX havent been assigned a case worker. Spoke with XXXX who couldnt even see the complaints yet in his system which is another problem. Quoted investigation may take up to 10 days, someone may be in contact with you via phone, text or email ( no timeframe specified ), we arent responsible for machine flaw, theft/fraud, we dont know why machine is back up already. This has happened to other consumers and should not be possible in ATM design and operation. I also pointed out the ATM is networked, so 10 days is out of alignment in banking for company to accept funds ( via machine confirmation ), but account not credited ( even provisionally during a too long investigation period ). Also, I know someone personally who works in banking, who had to fight Wells Fargo for a month to convince Well Fargo to reimburse. Also found online similar theft not reimbursed. 

Requested to receive copies of the claim and 2 complaints were not provided which is another signal Well Fargo does not want written details on operational problems. I requested alternative escalation and documentation options, none available. Wells Fargo website previous had email and/or web page complaint / feedback submission, but that has been removed ( pic attached ). I chose to document via XXXX as that is the only way I have been able to submit in writing and get a response ( which I see as intentional ). 

Pending Complaints - Office Comptroller, Local Police Report, Georgia Dept Banking XXXX, https : //www.consumerfinance.gov/complaint/, FTC, GA Dept Banking & Finance

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