Consumer complaint received 2015-08-28
Company: WELLS FARGO & COMPANY
State: TX
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
My name is XXXX XXXX, to make my complaint I guess I have to tell my whole story. I went on vacation to XXXX, I tried to make XXXX withdrawals from XXXX different ATMs my transaction was denied a sign on the screen appeared which said, I could n't make withdrawals because my card did n't have a ship. So I took money from a card that did, the same thing happened the next day, and the same thing appeared on the ATM 'S screen. They charged XXXX transactions to my debit card even dough I did n't receive the money. 
I called the bank when I noticed this happened to the number that appears on the back of the card which says : For international assistance call collect at XXXX, I called there because the call the number for the XXXX or XXXX did n't went through, my calls where for more than 20 min. to make the claim. After the second charge was made I did a second call, they said they were going file a claim for XXXX XXXX and they did this is my claim reference XXXX. XXXX, and this is in Wells Fargo. They did put a provisional credit for ATM claim for {$190.00} dollars, this was the sum of XXXX transactions. When I got back to the XXXX. I noticed I had charges for over XXXX dollars on the cell phone statement because of the calls, is n't a collect call supposed to be a call where the company you are calling is going to be charged for the call. I called the phone company and they said I had to call the bank so they could pay for the calls, I called the bank and they would n't get take responsibility, they said the collect call must be done from a local phone, which is not specified on the back of the card. 
They passed then I get this letter from Wells Fargo that says my claim is being investigated. Yesterday I checked my statement and I had negative numbers on that account which I decided not to use after all this happened. I decided to use credit instead of debit maybe this way they will take proper actions. Well yesterday I say this transaction which said REVERSAL OF CREDIT FOR ATM CLAIM XXXX for {$190.00}, same amount they added before as provisional credit now they were taking it back. 
I saw and email which said : We have completed your investigation of the claim regarding your Wells Fargo account. We sent a detailed letter by mail. Please refer to the letter for more information. 
For further questions they had this number : XXXX, during daylight saving time : mon-fri XXXX - XXXX I called at XXXX I am in XXXX XXXX, texas so I guess it is during their daylight hours. The call was sent to this calling center do n't know where but the machine that answered said they were not available at the time, and the message had a weird accent so I guess this is sent to a calling center I do n't know where but I guess outside the XXXX. I looked for another number in which my call was attended after 20 min. the lady that answered was not helpful I asked her what happened she said the bank had to reverse the credit because the bank in XXXX would n't return the money. I asked to talk to her manager he said the same thing and they could n't do anything about it. 
My claim here is to the bank Wells Fargo, they did n't do the correct investigations on my claim, if they would have done the correct thing they would have noticed I never got that money, now I have my account in negative numbers because the money I deposited was taken from another bank, they even told me I should arrange this with the bank in XXXX, and know I have to make another deposit for the same amount they took from me so I wo n't have a bad credit score and pay for more than XXXX dollars for phone calls that are supposed to be free. What can I do about this? I know this may sound like very little money to you, but this is unfair and I bet they do this all the time. 
Thank youXXXX XXXX XXXX

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