Consumer complaint received 2019-03-01
Company: WELLS FARGO & COMPANY
State: GA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/ 2019, I visited the Wells Fargo XXXX XXXX Branch to make a withdrawal from my Minor Savings account in the amount of {$1300.00}. The purpose of withdrawing those funds were to pay bills. My transaction took about 5 minutes to process through the drive thru aXXXX XXXX XXXX by teller XXXX Transaction XXXX according to my receipt. On XX/XX/ 2019, after paying my bills I decided to visit the Wells Fargo XXXX XXXX Branch to make a deposit into my personal checking account ending in XXXX to pay one last bill. I went around XXXX XXXX  and my transaction took longer than usual around 15-20 minutes. As I waited there I started to wonder what was taking so long I was only depositing {$100.00}. Eventually, the teller came back out and asked my husband if I was in the car. Which I was in the passenger seat. The teller then notified me that I gave her a {$100.00} counterfeit bill. I was totally in shock because that was the same money that I received from the XXXX XXXX Branch, in fact it remained in the same envelope that I received and locked away only for bill purposes. I explained where I received the money from and the teller looked at the receipt. The teller stated she had to send the money off to the FED as a policy and sent me a suspected counterfeit receipt. I then decided to go back to the XXXX XXXX Branch and speak with the Branch Manager (  XXXX XXXX ) there and she rudely said with no sympathy what so ever that there was nothing she could do and no way of proving it. I requested that the Branch Manger review the cameras and she looked at me in a questionable way and replied we cant do that. I was so upset because I felt like the Branch Manager did not respect me as a loyal customer which I have been banking here for years and I have always managed to take great care of my accounts and have never been overdrawn or have had any items return. The fact that the branch did not protect their customers by running their bills through cash counters or checking them closely makes me worried to keep my funds at Wells Fargo, which I had already brushed things off after hearing so much about the mishaps in the past. I decided to escalate my complaint further since the Branch Manager seems as though she did not care about the matter. I called Customer Service on that same day to file a complaint regarding the service I received and the agent advised me that someone would be contacting me back. The person who was working on my case ( # XXXX ) XXXX called me back the next day on XX/XX/ 2019 and advised me that he would be calling me back later that day or the following day. XXXX did not follow back up with me. I decided to call Customer Sevice back on XX/XX/ 2019. The agent directed me to the person working XXXX. I spoke with XXXX and he basically read an email from the Branch Manager stating that I waited too long and that there was no way to prove that the money came from there. XXXX also included that my sister called the Branch Manager, which she did, only to see what she could do help me since I am younger and have never been any situation like this. She asked the Branch Manager if she could give me a call back and she hung up on her and said there was nothing she could do. XXXX said he would contact the Branch Manager back and let them know that I was not happy with their decision, but was positive that they would not credit my money back. I felt like the bank did not protect my funds and stole from me. I had bills to pay with that money. I did not even want to escalate my complaint to the Branch Manager when it was clearly about her and how she handled the matter without researching it. I hope other customers do not become a victim to receiving fraudulent bills from the bank like I did. I am considering closing my accounts and switching banks.

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