Consumer complaint received 2018-07-04
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/18 around XXXX, I made a {$760.00} cash deposit in the ATM # XXXX located at the XXXX-XXXX  branch in XXXX , California . Their ATM kept rejecting part of my cash four times that night, so it took 4 attempts to get it all into the ATM which I finally did. I of course ended up with 4 lousy receipts that did NOT cover my entire deposit of {$760.00}!!! The ATM only gave me receipts for only {$270.00} of my {$490.00} cash deposit. I filed a claim immediately for the {$490.00} deficit and that's when all the trouble started!! From that point on, I was treated like a volleyball, bouncing me from banker to banker and dept. to dept. I had no choice but to call Wells over & over to no avail and of course I got the run around over and over. I wasted far too many hours and hours of my personal time. When I called Wells, I ended up with most of the Wells bankers being either very rude, or courteous and very unhelpful. I was promised over & over that so-and-so would follow up and that I would be contacted, but that never happened over & over for weeks and week!! Wells demonstrated to me that they absolutely had no integrity on their part and that they had no intention of returning my money which has caused financial difficulties for me. Wells sent me a letter stating that they were still investigating my {$40.00} loss which is a far cry from {$490.00}. When I called to complain, the claims dept. said that {$40.00} was the original amount of my claim which is a huge lie and a far cry from {$490.00}! From the get go, I clearly made a claim for my {$490.00}. After a ridiculous amount of calls to the claims dept. at Wells, I  finally received a provisional credit of {$490.00}. I was told by the Wells claim dept. that they were still " investigating '' my case. Obviously, they didn't bother to look at their ATM cameras showing me making the cash deposit nor did they bother to check their ATM for an extra {$490.00} cash deposited on XX/XX/18!!! It took Wells from XX/XX/XXXX to XX/XX/XXXX to NOT truly investigate this case!! On XX/XX/XXXX, Wells took back their {$490.00} provisional credit and sent me an insulting letter mentioning that they closed their so-called investigation. They said I should have hung onto all of my ATM receipts yet I did just that! I'm still hanging onto the receipts that Wells ATM gave me on that fateful night, but never got a receipt for {$490.00} of the {$760.00} cash deposit.This banking institution is very crooked and they really need to be stopped!! There are way too many online reviews and other complaints similar to mine and to this day, Wells is still cheating their customers out of hundreds of dollars in cash deposited into their ATMs!! I was even told that the wheels inside their ATMs get " sticky '' and often the cash gets stuck on them. My question is this : If that is true, WHY CAN'T WELLS GET TO THE BOTTOM OF THE MATTER AND RETURN MY {$490.00} CASH? Please help me deal with this horrible bank because I have exhausted all avenues in getting my money back. I will not have any further contact with Wells as it raises my XXXX XXXX and my doctor advised against contacting Wells. Could you please intervene in my behalf?

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