Consumer complaint received 2023-03-08
Company: WELLS FARGO & COMPANY
State: IA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I went to Wells Fargo Bank ( XXXX XXXX XXXX XXXX, XXXX, IA XXXX ). I took out {$6000.00} in cash, each banknote was {$20.00} one, and went to the counter to make a deposit. After the teller took the money, she left the counter and went to a place 45 meters away. After the money counter rang, she remained there and told me loudly that it was only {$5600.00}. I replied loudly : Impossible. She said she would check again. I heard the money counter working again. She told me loudly again : oh, it's {$5700.00}. Then, she came over and handed me a counting receipt showing {$1700.00}. 
When I deposit cash in the bank, the amount is always in thousands, and I count repeatedly to make sure the amount is correct. So I don't think it's possible that the money is less by {$300.00}. But when she said that, I was confused at the time. I was particularly concerned that the deposit was not in thousands, so I took out six {$50.00} banknotes from my bag and handed them to her, making a {$6000.00} deposit. 
I left the bank and went home, and saw that my {$3000.00} cash were {$300.00} short. I seemed to wake up from a dream. 
After about ten minutes, I was a little unwilling to accept it. So I went to the bank again and asked her to count the XXXX dollars. She took out two bundles of {$2000.00} dollars and went to the money counter again. However, I was not sure that those two bundles were my {$4000.00}. She said that the money was exactly {$4000.00}. She still did not give me the counting receipt. 

1. How is it possible that the error of the money counter was exactly in hundreds, considering the cash was all {$20.00} banknotes?

2. The deposit receipt shows loose currency {$100.00}. However, I just deposited {$20.00} and {$50.00} banknotes. Why?

3. Every time I deposit money with other tellers, the amount is correct. However, in my memory, this teller handled my deposits about six times, and at least three times she said that my money was less than what I said, and the discrepancy was getting bigger and bigger. The first issue happened in around XXXX. I can't remember the exact details, but it seems that I deposited {$3000.00}, and she said the money was {$80.00} short. At the second time, I don't remember how much I deposited. I just remember that she told me softly through the glass that the money was {$160.00} short. I didn't believe it. She took the money back to the money counter to count again, and then came over again and told me that it was still {$160.00} short. 
4. The teller 's operation does not conform to the bank 's procedures. I only found out last year that after counting the banknotes, the machine should produce a small note showing the number of banknotes and the amount of money. However, the first two times the teller just told me that I was short of money, but never gave me the note. Later, another teller handled my deposit and gave me such a note. Until then I realized I should have got such notes. 

I called the manager  that day and told him what had happened. The manager said that he would report it to the superior and told me he would call me the next day. On XX/XX/XXXX I didn't receive his call. So I called him at XXXX XXXX. I asked him how my problem would be solved. He said he was busy and would call me later. I waited until XXXX XXXX, and he still didn't contact me. So I called again, and told him what had happened again. He said that he would check all the deposits in my bank account, and the higher authorities would contact me. I urged him to solve it as soon as possible, but he said he couldn't decide and asked me to wait patiently. 
I waited until XX/XX/XXXX and received a letter from the bank. The letter said : we need more time to respond to your concern. We'll follow up with you by XX/XX/XXXX. If we need more time, we'll let you know. From then on I have not heard anything from the bank. On XX/XX/XXXX, I called the CFPB to explain the situation. After receiving a letter from CFPB, I went to the CFPB website to complain. 
The evidence is attached. 
1. The deposit receipt 2. The record in my cell phone, showing I called the XXXX on XXXX. His number is XXXX. 
3. The record in my cell phone, showing I called the manager on XXXX for the first time. His number is XXXX. 
4. The record in my cell phone, showing I called the manager on XXXX for the second time. His number is XXXX. 
5. The banks letter

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