Consumer complaint received 2023-07-23
Company: WELLS FARGO & COMPANY
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/2023 a {$1000.00}. withdrawal was stolen from my checking account without my permission. After work, I went by the Wells Fargo ATM on XXXX XXXX in XXXX, NC to get {$20.00}. to send to my granddaughter. I put my card and pin in the ATM and it asked what amount I wanted. I checked {$20.00}. and a pop-up stated the machine was out of XXXX causing me to get flustered as I did not want another amount. I pulled off appx. 30 feet to the XXXX XXXX as I knew I could get the amount from XXXX XXXX. The minute I got out of my car, I realized that I had left my card in the ATM. Not more than 5 minutes elapsed when I ran to the ATM, saw my card and took it out. There was a young man standing in front of the ATM, not in a car and I said to him that the machine was out of XXXX. I went in the XXXX XXXX, made a purchase and got a XXXX back. I then went to the post office and sent the XXXX to my granddaughter. I then went home and as I do every afternoon after work ; went online to check and balance my account. It was then that I saw the {$1000.00} withdrawal from my account. I immediately reported the incident to Wells Fargo thus starting a series of events that have occurred to this date. On XX/XX/XXXX, Wells Fargo made the decision that " I had either taken the money myself or I had given permission to someone to use my card '' That My card and pin were used is the only reason for them making their decision but I don't know of any ATM that you can drive up to and say " Give me a XXXX  dollar bill '' and it does so.They have called me a liar and a thief or which I am neither. Appx. 3-4 days after the incident ; Wells Fargo tore down the ATM in question and replaced it with a new ATM appx. a third the previous size. I reported the theft to the XXXX Police Dept and my case was assigned to a Detective. I appealed the decision of Wells Fargo and again was sent a letter with the same decision and reasoning for such decision. In both letters, Wells Fargo has stated that " it was my right to receive copies of the videos or pictures '' of said videos but that request has been denied numerous times. They won't release them to the Police, neither to the Branch Manager of the Wells Fargo Bank in XXXX, the only local office as the major office has recently closed. With these videos or pictures ; it would be made plain that I did not take that money. The release of these pictures is what I am asking for. I have lodged complaints also to XXXX XXXX in XXXX, NC and the Office of the Comptroller of the Currency ( who referred me to you ) and am working on a complaint with the NC Office of the Attorney General. Another question I have asked is " how long does Wells Fargo keep these videos? '' NO ONE can tell me and I do believe that they are just hoping I will quietly go away and drop the matter. But they are wrong. I am XXXX XXXX XXXX, still work every day and have never had anyone call me a liar nor a thief. I have been with Wells Fargo for 18 years and have never had a problem with them other than this. I have copies of correspondence, phone calls with names and times, emails, police report and other contacts but I do not have the capacity to attach such to this complaint. I can fax such if needed or acceptable. Please help.

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