Consumer complaint received 2017-12-05
Company: WELLS FARGO & COMPANY
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I went to the Wells Fargo branch located at XXXX XXXX XXXX XXXX, XXXX, NJ. on Saturday XX/XX/XXXX at approximately XXXX XXXX, to withdraw funds from 2 seperate cards, ( XXXX XXXX , & XXXX XXXX ). I was to then deposit the money into my Wells Fargo checking account to pay the months rent, ( due by XX/XX/XXXX ), and to purchase groceries on XX/XX/XXXX. 

I first tried to withdraw from the XXXX XXXX card. The ATM displayed a screen that simply said, " Can not Complete Transaction. '' I assume there is an issue on the card 's end that I need to resolve, so I then try to withdraw the monthly XXXX funds from the XXXX XXXX card, and I get the same error. Now I assume the ATM must be out of money. I go to the alternate ATM located at the front of the same branch.To complete my transactions only to find that although the ATM did not dispense any money whatsoever, both cards showed the withdrawals as valid. 

I returned home and immediately called the bank. I was told that there was nothing they could do since the branch was closed, but to file dispute claims on both cards. I was told that the error will be rectified once the ATM is balanced on Monday, although I should file the claim just " to be safe. '' When filing the claim with social services/XXXX XXXX, we were told that they have been receiving calls all morning regarding Wells Fargo ATM 's, leading me to realize that my issue is not isolated. 

On Monday morning I contacted the bank and was told that it could take 3-5 days to resolve their machine 's error. I then explained that my rent would become overdue on Tuesday, XX/XX/XXXX, and I would then be charged a late fee. I requested a simple letter stating there was a malfunction with their ATM, to give to my landlord to explain the lateness. I was told that the bank does not give out any letters or anything in writing. 

I escalated my issue to Wells Fargo 's executive complaint department, ( XXXX ). I spoke with XXXX XXXX at length. After placing me on several extended holds i was finally told that the bank could not do anything because they are not their cards. I reminded him of the fact that the problem was a direct result of their ATM 's malfunction, and further they could simply view the security camera footage to substantiate my story. Still nothing offered. Finally before ending the call I explained to him that these were the only funds that a family below the poverty level will receive all month and that this problem will directly result in my inability to pay my rent or purchase food. I further informed him that I planned to contact my local newspaper, XXXX XXXX, and well as to make this known on every social media site possible since they wo n't even as much as acknowledge the error. I was asked to wait, then was placed on hold once again, and when XXXX returned he asked me I wanted exactly. I explained that I of course need the money refunded, but in the interim I would be willing to wait if they would just give me something to give my landlord, if the money has n't been restored by Tuyesday, XX/XX/XXXX, as my rent is due today. He agreed to these terms, told me that he will be arriving to the office at XXXX CST, and that I was given priority status for then, as wel as a case # XXXX. 

XX/XX/XXXX I finally receive a call from XXXX at XXXX XXXX, and to the point XXXX 's entire outlook on the situation has changed when I told him the money had not yet been returned. He stated that he never said that I would be furnished with a letter for my landlord, and further reverted to his original position of Wells Fargo 's lack of any fault. I told him that I was through with the bank and that I would attempt to resolve my issue via alternate routes that I described the previous day. 

As I am typing this I receive another call from XXXX at approximately XXXX which states that I should call the cardholders and remind them of " Regulation E, '' to get them to address my claim. 

I will continue to publish this factual account regarding Wells Fargo 's handling, or I should say mishandling of this situation. I will also be forwarding this to any and all reporters and or/newspaper editors that I can find contact information for until this situation is resolved. If this matter is resolved is a positive manner I will be sure to follow up with that experience as well.

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