Consumer complaint received 2016-03-16
Company: WELLS FARGO & COMPANY
State: MD
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
The ATM machine at XXXX XXXX, located on XXXX XXXX in XXXX XXXX, XXXX did not correctly accept my cash deposit of in the form of XXXX crisp {$100.00} bills. I requested that my funds be returned when the screen showed only {$1600.00} to be deposited. XXXX {$100.00} bills ( {$1700.00} ) were returned. I reported my problem to the person at the Wells Fargo teller window, who checked my account, stated nothing had been deposited, counted what was returned, advised me to file a claim and to try to deposit again if I was uncomfortable carrying that sum of money around. I attempted to redeposit the {$1700.00} and the ATM screen again showed only {$1600.00} being deposited. I requested return of the funds and {$1700.00} was returned. I asked the teller how much had been counted previously, and she validated counting {$1700.00} in the envelope. The {$1700.00} was deposited in the Wells Fargo ATM in XXXX at the branch office located at XXXX XXXX and XXXX XXXX. I filed a claim for the {$900.00} retained by the XXXX XXXX Wells Fargo ATM on XXXX/XXXX/XXXX, was advised that I should hear the results within XXXX5 days. As of XXXX/XXXX/XXXX, the claim had not been investigated and my {$900.00} was refunded pending the results of the investigation. I was not asked for proof of the source of funds until XXXX/XXXX/XXXX when I called the ATM Claims department because the {$900.00} previously credited to my account was reversed. According to the Claims department, my claim was denied because the ATM did not show an overage. When I arrived home on XXXX/XXXX/XXXX a letter from the Wells Fargo ATM Claims department dated XXXX/XXXX/XXXX was waiting for me. The letter states the credit was reversed because my account was credited correctly for {$900.00} in cash on XXXX/XXXX/XXXX, based on a review of the items in my deposit. Since the original credit was correct, the temporary credit of {$900.00} was reversed on XX/XX/XXXX.Upon request to file an appeal I was requested to provide proof of the source of the funds I claimed to have deposited. A statement from the person who loaned me the money, with her contact information provided on the morning of XXXX/XXXX/XXXX was faxed to the XXXX department. I called to check on the status of my claim on XXXX/XXXX/XXXX ( more than 30 days later ; no one had acted on the documentation. Management requested addition documentation to prove the person who loaned me the funds had access to the money. Documentation was faxed on XXXX/XXXX/XXXX Receipt of the documents was confirmed on XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX I was told my claim remained denied. I then spoke with XXXX XXXX. She advised me that a manager had reviewed the tape and there was a large sum of money left in the envelope based on the film and I made no attempt to redeposit the funds. I asked why I would redeposit money in a machine that had made a faulty accounting twice in the same day saying {$1600.00} was being deposited. The first deposit attempted on XXXX/XXXX/XXXX was {$2600.00} ; of which only XXXX was returned. And the second deposit of {$1700.00} was scanned as a {$1600.00} deposit, but {$1700.00} was returned. She replied that the research had been done, no overage was found and the ATM had scanned {$1600.00} as the deposit. I told her that proved the machine had a malfunction because {$1700.00} was returned. She checked the system and made an executive decision that since no other ATM jams had been found on that day the claim would be escalated to the Executive office. My final denial letter dated XXXX/XXXX/XXXX from the ATM/Debit Card Executive Office states the ATM was in balance and there was no record of the ATM malfunctioning during my transaction. Based on their information we agree with the decision previously communicated by our ATM Claims department. Attempts to resolve this issue within the back have been unsuccessful.

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