Consumer complaint received 2019-09-11
Company: WELLS FARGO & COMPANY
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On Tuesday, XX/XX/2019 I tried to use my debit card, but my card declined claiming there were NOT enough funds available! when i know i deposited a total of {$1300.00} in the amounts of {$580.00}, {$520.00}, and {$240.00}. I tried to do one total deposit but i had all twenties and the atm kept spitting out the money. Moving forward i called to advise the bank that there was money missing from my account and that there were some things i didnt do, the charges were a {$200.00} atm withdrawal, {$240.00} XXXX XXXX Authorized Debit Transaction, {$430.00} XXXX Authorized Debit. I DID NOT MAKE OR AUTHORIZE ANY OF THESE TRANSACTIONS. The first rep i spoke with assured me that the claim would be started and provided me {$200.00} temporary credit and claim number XXXX. Wells Fargo REFUSED to FULLY investigate my claim and it was denied in 24 hours after speaking with another rep the next morning when i called in XX/XX/19. She had the worst attitude and kept me asking me how did someone use my card while i still had the card physically ( WHICH IN FACT IS DELIRIOUS TO ME BECAUSE SHE WORKS FOR A BANK AND WORKS IN THE CLAIM DEPARTMENT AND THEY HAVE BEEN MANY INSTANCES WHEN SOMEONE HAS TAKEN A PICTURE OF A CARD AND PUT IT BACK, COPIED OR DUPLICATED THE CARD, OR STOLE IT FROM BEING USED ONLINE ). Any of the three could have happened to me which she did not even consider and accused me of being dishonest about the situation and denying my request! i made a complaint against her and was transferred to a resolution team who told me they could not do anything because the dispute is now locked and she has control of it. i asked to speak to someone higher who transferred me to someone they referred to as a supervisor. she sat on the phone with me about an hour asking every question that i had already been asked, which was fine, because i told the truth! after listening she said she would request to see the photos from the atm which i made an emphasis on because you can see me depositing the money the day before at a wells fargo atm you should be able to differentiate if it was me or not! she promised to do so and reach out within a couple hours. i know she didnt because i got an email saying the claim was resolved she reversed the XXXX temporary credit and my claim was denied! i would need WELLS FARGO to provide me the supporting documents that they have used against me in deciding to approve and deny my claim I lost a total of {$870.00} and i will not stop until i receive my hard earned money! i have even tried to offer them my work schedule to show where i was when the transactions were happening, i also tried to provide my job info to them so they can reach out for themselves they refused to take any information! i also tried to ask them to reach out to XXXX XXXX XXXX or give them an XXXX XXXX XXXX phone bill because i dont even have XXXX! ive been with my carrier for atleast two years! these are all supporting information that can be used towards my claim and they refused to use any of it! The relationship has gone down the drain and im starting to reconsider Wells Fargo As a bank!

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 non-monetary relief