Consumer complaint received 2022-10-11
Company: WELLS FARGO & COMPANY
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2022, I went to my local Wells Fargo ATM, located at XXXX XXXX XXXX XXXX XXXX XXXX, NV XXXX, to deposit {$450.00} in cash, split between 9 {$50.00} bills. 

I verified the amount was {$450.00} before depositing the money into the ATM as I knew it was a large amount. I deposited it in the manner described on their ATM, with bills stacked on top of each other. After I inserted the money, the ATM said some of the bills could not be read and it spit {$150.00} back out. I attempted to insert the {$150.00} again but the ATM could still not read them, there for I cancelled the transaction entirely. 

When I cancelled the transaction, I noticed it did not give me all 9 {$50.00} bills and it only gave me 7 {$50.00} bills, a total of {$350.00}. At this point I had cancelled the transaction and the bank was closed so I could not do anything about the {$100.00} that I did not receive. 
Immediately called the bank to file a claim and an investigation on the matter was conducted. 

During this period of the investigation, I was not contacted regarding what had happened, but I was given a few written communications that the investigation was still on going and I would be contacted if relevant information was required. I was also given a provision {$100.00} credit on XX/XX/2022. 

It was not until XX/XX/2022, which Wells Fargo sent me their decision : We have completed our research of your inquiry about an ATM deposit made on XX/XX/2022, and confirm your account was corrected correctly for {$0.00} in checks, based on the review of the items in your deposit. 
When you make a deposit at a Wells Fargo ATM, you are promoted to confirm the amount and a receipt is then generated. We recommend you keep the receipt until you see the deposit has correctly posted to your account On XX/XX/2022, the {$100.00} credit was removed from my account, brining my account total to a negative as I only had {$36.00} in my account. I do have overdraft protection on my account which has brought the balance to {$0.00}. 

I was not provided any reasoning for the decision and no evidence was brought forward unless I contacted them. On XX/XX/2022 I requested to have all relevant documents and items mailed to my home address. 
During the investigation/research I was not contacted to see if I had made an error in counting the money I had deposited or anything for that matter. I was not asked to provide any proof of my claim. 

The decision letter from Wells Fargo shows communication could have helped further explain the situation rather than them concluding their findings. 

For one point, I did not deposit any checks and only deposited {$50.00} bills. 
The second point, I never confirmed any deposits because the ATM could not read 3 of the {$50.00} bills I attempted to deposit. This led me to cancel the transaction in its entirety. Wells Fargo should also know their ATMs do not print receipts when an ATM deposit is cancelled. 

The communication from Wells Fargo was also inadequate as the letters they would made state they would contact me again, but I was never contacted for anything in the first place. It was also never mentioned that their ATM machine was having errors reading some of the money I attempted to deposit.

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