Consumer complaint received 2015-07-29
Company: WELLS FARGO & COMPANY
State: GA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Using a debit or ATM card

Complaint:
On XXXX/XXXX/15 about XXXX. I stopped at an ATM to deposit cash ( {$620.00} ) into my account, well the ATM took my money and did not add it to my account nor did it give me a receipt. I tried multiple times to try and get it to add the money to my account/ spit the money back out or to at least give me a receipt and it did n't do either. I immediately went into the bank 's location and tried to get someone to check the machine and give me my money back, I was told by XXXX of the personal bankers that I would have to wait for an ATM tech to come out and audit the machine, I then asked when would that be and he could n't tell me. I was n't satisfied with that answer so he then went to the bank 's manager and told her the situation and she stated the same thing that I would have to wait for the ATM tech and again I asked when would that be and she could not give me the answer either. Still not satisfied I went to my car and called the XXXX number and spoke with a CSR who also said that there was nothing she could do and then gave me a claim number. Frustrated I went on to work and logged into my account and I sent an email concerning my situation/frustration. I then had XXXX reps to contact me the following day stating that they received my email and that someone was working on it. They then sent a letter a couple of days later saying that they would temporarily give me the money that I put in the ATM - at that point I was ok because of course I had bills to pay. Then on XXXX/XXXX/15 I find out that they took the money back saying that during their investigation they did n't find anything out of order and said that they sent me a letter that I had not received, I received it later on XXXX and of course I was back on the phone again XXXX XXXX/XXXX/15, XXXX/XXXX/15, XXXX/XXXX/15 & XXXX/XXXX/15. During the course of speaking with some of the CSR 's they said that they could see where I was at the ATM but could n't confirm that I put in the amount that was stated. Needless to say I was/am furious ... During my conversation with each of these XXXX 's I 've been able to tell them exactly what I put in the machine and no one is believing me. I have since been told that they are working on the claim again trying to see if there was some fraud of some sort. I 've never been involved with anything of that nature. I 've been with this bank for many many years and have never had any problems of this sort and I 'm furious that they would not send anyone to open the ATM at that moment which would have cleared all of this up. I have asked for a copy of the research documents/photos and was told to call back, when I called back I had to leave my name and number and no one has called me back to this day XXXX/XXXX/15 and I am very upset. I have names, numbers, dates and times of each and every person that I have talked to but it seems as if they are not listening to me and brushing me off. I do not have {$620.00} to give a way and I will not let this rest. Please help me resolve this issue.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief