Consumer complaint received 2022-08-11
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:
On XX/XX/XXXX around XXXX XXXX  I inserted {$1700.00} in cash in the Wells Fargo ATM # XXXX that is located on the side of the bank on XXXX XXXX XXXX XXXX XXXX, CA XXXX. The machine counted {$1500.00} of my money and it showed it on the screen. Then it started rejecting the last 2 {$100.00} bills saying that it could not read the check. But I was inserting bills, not checks. After a few of my attempts to get the money in, two bills got stuck in the machine. The door that opens for the money to be inserted closed and didnt open anymore. I managed to get one {$100.00} bill out as the corner of it was sticking out. The machine asked me how much I deposited. I thought it asked the value of the bill that was stuck. I looked at the message very confused and entered {$100.00}. It gave me a receipt for the transaction. Then this ATM started blinking and it had a message that deposits are not accepted. The machine clearly malfunctioned. I stepped to a machine next to it, ATM # XXXX, and deposited the remaining of {$100.00} that was left in my hand. I went home, thinking machine already counted my {$1500.00} and {$200.00} afterwards. When I came home and checked my email and analyzed the receipt in detail, I realized that the machine only deposited {$200.00} out of {$1700.00}. The ATM ate {$1500.00} of my salary. I immediately contacted Wells Fargo over the phone at XXXX. They assured me it will be resolved in 10 business days. At XXXX XXXX  on the same day I received an email confirmation that a claim # XXXX was created. On XX/XX/XXXX I got a provisional credit of {$1500.00} put into my account. Over a month since my claim, on XX/XX/XXXX at XXXX pm I received a letter dated XX/XX/XXXX saying that Wells Fargo will revoke my credit as they determined I didnt put {$1500.00} in, advising that the next time ATM asks me how much Im depositing, I should enter the correct number. I entered {$100.00} and their system doesnt show extra money in the ATM, then they will be revoking my credit. However, I did insert {$1500.00} money in. I had deposited the same amounts every week in the same ATM for months. That same night, I called wells fargo and tried to appeal the decision. I was told to call ATM claims department on Monday. On XX/XX/XXXX I called ATM claims department at XXXX XXXX  and was on the phone with 2 representatives about the decision. I was told that investigation is complete, my request to look at ATM footage is denied and it determined that there was never any malfunction of the machine and no money was stuck in the machine. I demanded to speak with a supervisor, but he was not available. The same day I went to Wells Fargo bank located on XXXX XXXX XXXX in person at XXXX XXXX  and spoke with XXXX XXXX. I asked to see the footage of the ATM. Request was denied. She filed a complaint ID # XXXX with executive office branch describing the situation. At XXXX XXXX  got an email confirmation from XXXX with case number # XXXX. On XX/XX/XXXX at XXXX XXXX I went again to Wells fargo bank on XXXX XXXX in person. I spoke to the branch manager XXXX XXXX. He said that Executive office branch will conduct the investigation and that they have an ability to look at ATM footage. At XXXX XXXX I got a call from the supervisor of ATM claims department. He stated that he believed me but he didn't have an ability to do anything else on my case. He stated that he d make a note of his conversation with me and that I have to wait for executive branch to conduct their own investigation and that they indeed can look at ATM footage. On XX/XX/XXXX at XXXX XXXX  I got a call from complaints department from XXXX XXXX ext. XXXX. Because of poor connection the call was disconnected, but a representative left a message. I called back and had a XXXX minute conversation with a representative from complaint department stating that they will not reverse the decision of ATM claims department. They did not conduct their own investigation of the incident. They just looked at what the other team did and supported their decision based on ATM balance at the end of the day. My request for representatives to look at ATM footage themselves was once again denied. I asked how can I escalate and the representative said I couldnt. I asked why footage wont be looked at as it is evidence that Im telling the truth and I was told they will look at the footage only with subpoena from a judge. My repeated requests for footage were denied without clear reason why. I asked if complaint department investigated the incident and they said that the only thing they do is to check the work of ATM claims department. They didnt conduct an investigation themselves. I was told I could speak with a person from ATM claims department who worked on my case, but when I wanted to write down a number for that representative I was told that person cant be reached and that instead they will call me back themselves the same business day. No one has called me.

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