Consumer complaint received 2016-07-25
Company: WELLS FARGO & COMPANY
State: TX
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On XXXX XXXX 2016, I 'd visited the Wells Fargo ( " WF '' ) branch located at XXXX XXXX XXXX , XXXX, TX XXXX to make a deposit. 

Upon my arrival, I was greeted by a banker sitting at his desk. I told him that I was making a deposit, and he directed me to the teller line. I approached the teller, a white male, and told him I needed to make a deposit of some cash and a check. He asked for my debit card, which I provided him. I then entered my security PIN on the WF Point of Sale terminal. 

I opened a check ( {$220.00} ) that I had received from the United States Postal Service in front of him. He took the check, and I asked if I could receive a color copy. He said he could n't do a color copy, and instead asked if I wanted a B & W copy, to which I had declined. 

He then proceeded to deposit the {$100.00} cash and asked if there was anything else I needed. I said no, and then the WF Point-of-Sale machine asked how I would like my receipt. I selected to have the receipt delivered electronically to my WF account inbox. 

I had then remembered I needed to exchange some coins I brought from home. I mentioned this to him, and he seemed glad to help. He and I counted the coins together ( he used a plastic counting device ). The change amounted to a little more than {$10.00}, and he handed me a {$10.00} bill in addition to returning me some coins. 

I thanked him, asking if there was anything else I needed to do. He responded in the negative, and I promptly left, going to the XXXX Bank next to the WF location. 

On Friday, XXXX XXXX 2016, I had viewed my account online, and saw that it was about {$300.00} short of what it should be. Some further research led me to find that neither the check I deposited, nor the cash I deposited, had been registered in my account. I called the same WF branch and spoke to the branch manager. The branch manager confirmed that there was no check that had been deposited in my account in the time period I gave her ( XXXX - XXXX XXXX ). She then asked me several times if I was sure I 'd gone to that exact WF, to which I replied in the affirmative. She told me that the chances that I did n't go to this WF branch were greater than the chances of XXXX of her employees just taking the cash. She advised me to find the check number from the USPS, and call back. 

Around XXXX, I 'd called the same WF branch, and asked to speak with the manager. I was transferred to the Assistant Manager, as the Manager had left for the day. Upon giving the Assistant Manager my check number, he affirmed that no such check had been deposited. He said I could stop payment on the check, but gave me no option for retrieving / finding my cash. He said it was unlikely that I was at that WF branch. I 'd requested to see the video tape to prove that I 'd been there, to which he refused, saying that I 'd need to file a Police Report to have access to the tape. I 'd asked him if there was any other way I could view the tape, to which he said, he 'd given me all my options, and hung up abruptly.

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