Consumer complaint received 2016-04-22
Company: WELLS FARGO & COMPANY
State: NV
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On XX/XX/2016 I went to an ATM at a wells Fargo BRANCH close to my house, In front of XXXX, I was depositing some money and something happened and the machine took my card. I came home and called and they reported the card, but in that moment did not order me a new one. They did however sell me a secured card ( and transfer that money within 30 minutes when it was not supposed to be for two or three days ) Instead, when I hung up I realized that I still had to go and get a new card. I went down to a branch on XXXX and XXXX XXXX XXXX. For A Temporary card.. this was around XX/XX/XXXX. I went on my way and did n't think anything of it. A few days later on XX/XX/XXXX I went to the ATM on XXXX XXXX in front of XXXX XXXX XXXX to get money out to give my son to pay our rent. My wife went with me because I was worried the machine might eat my card again. When we went to do the transaction we noticed that there were only {$54.00} in the account, when there should have been {$350.00} in the account, or a little more. I had just transferred {$70.00} to my father in law online in the morning. My wife said " Maybe it 's a math error and the account has n't caught up to itself '' so she tried to take out {$300.00} anyway. When she did a screen popped up that said " You will be subject to overdraft fees if you continue ''. We knew then that there was a problem. So we hit cancel on that screen and removed the temporary card. We then went down to the branch on XXXX XXXX in front of the University XXXX XXXX XXXX and no one could help. They said we had to wait until after midnight and to call customer service. As my wife and I were looking over our account activity, we realized that the transaction for the {$300.00} that was missing from the account took place at XXXX at that ATM with a different debit card than the temporary one that I had. My original card ended in XXXX, the temporary ended in XXXX and the one that took the money fraudulently ended in XXXX. I had never been to that ATM before, and I am well aware that I am only allowed to take out {$300.00} per day. I would not go back to the ATM and try to take it out twice. 
We called customer service and the young man we finally spoke to immediately cancelled the card ending in XXXX. He assured me that they would credit my account the next business day or so. They did n't, so I called back again and they tried at that time to say that it was me who took the money. I told them clearly that I did not. They filed an investigation and gave me a {$300.00} provisional credit. Some days later I received an email saying that they had finished their investigation and were sending me a letter. The letter came a few days later and simply said " We have concluded our investigation and have found that the transaction was made by you or someone who had your permission ''. 
Why would I take three days out of my life and file a fraud investigation request if I knew that I was the one who had taken the money out? Someone else used the card with the fraudulent number or there is something wrong at the bank. They never said how they investigated it, why there was another ATM card issued on the account. I had never had any trouble with my account since I opened it.. I did NOT get any money out of that ATM on XXXX XXXX, in front of XXXX XXXX XXXX, I had never been there before that day. Whomever took that money was there at XXXX. according to the information in my account. The only reason I went there is because I did n't want to go back to ATM that ate my original card.

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