Consumer complaint received 2017-09-11
Company: WELLS FARGO & COMPANY
State: AZ
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
This happened XXXX XXXX, XXXX. I counted out {$1300.00} all {$100.00} bills twice before which may or they were new bills and wanted to stick together. I got to the bank and counted out 8 {$100.00} dollar bills and about 6 inches away I counted out 5 {$100.00} dollar bills. I then put a check for {$300.00} on top of the {$500.00} because I wanted the XXXX and the check to go into my savings account. When the teller was done talking to someone he turned and looked at what I had done with my money, he kind of laughed and said what 's this. I told him I did n't want any confusion as far as where the money went. I counted out 8 {$100.00} dollar bills and told him it was for my checking account. He then picked it up in counted {$800.00}. I then picked up my 5 {$100.00} dollar bills and told him it was for my savings account along with the check for {$300.00}. He picked up the XXXX cash and he counted it, then handed me my check and told me to sign the back and I did. He was trying to be cute and asked me if he could now put all the cash together and put it in his drawer along with the check and I said of course you can, he then asked me if I wanted the deposit slips. I said sure if he wanted to give them to me again. He handed them to me and I took them while he was telling me to have a good day and put them in my purse and I left. That evening I checked my bank account on my cell phone {$800.00} was put in my checking account that the {$500.00} cash was not put in my savings account, just the check for {$300.00} I went XXXX where the Wells Fargo bank was located right when it opened the next morning. I 'd talk to a girl that was filling in with the assistant manager. She walked over and asked the teller if he remembered that transaction. He said no, he had a lot of customers that day. He said his drawer had come out good at the end of the day. The lady came back to me and said I must be mistaken about giving the teller {$500.00} cash to put in my savings account. I came home and called the investigation team with Wells Fargo. I told him the story three are four times and they said they would get back to me in a few days. I had n't heard from them in over a week I call them and they say they check everything out and told me a child could see that that check for {$300.00} got positive my savings account. I said that is not what I had a dispute about it was the {$500.00} cash that did n't get deposited into my savings. They said they would get back to me again. Another week went by and I had to call them back. They said I 'd did n't make a deposit at all that day to my savings account. I said of course I did I gave a teller {$500.00} cash a check for {$300.00}, the check got put in my savings account but not the {$500.00} cash. I then asked them to please check the security camera. When I called them back a week later they said I walked away from the teller and held up several {$5.00} bills and {$1.00} bills over my head was counting them as I walked out. I told them that was not me I only deposit money that I do n't walk away with any. If I need money I get from an atm. The next day I called them again and they had me walking away from a teller counting a slew of {$20.00} bills. Again I said wrong person. They informed to me it was my pin number that was used and that 's how they knew it was me. I called the assistant manager again and ask if I could see the security tape and she said most definitely not. Customers are never allowed to see those tapes. I called someone higher up than her and he said the case was closed, I didnt give the teller {$500.00} cash to put my savings account. My father passed away at the end of XXXX leaving money for my two sisters and my brother.he did not leave any money for that teller. I know this is my opinion that this teller is in the perfect spot he deals with all the elderly people in XXXX XXXX in XXXX. Who knows who else has been compromised he should be taken off his job and my money returned to me. Anything a person deposits into an account needs to be on the deposit slip. If a person makes five deposits into savings all these deposits need to show on one slip. My savings account deposits slip only showed the check for {$30000.00}. I asked the system manager how were they sure it was me that the teller station in the security video? She said it is my pin number, and to honest the tape shows the back of my head in the top of his head. I said what good is it if that 's all you can see? She said the tape is only used for bank holdups. I asked again you mean it does n't show me counting out the money in two different piles or him re-counting out the two piles or the {$100.00} bills I placed on the counter? She said that the camera does not show his hands, my hands or the money. I want someone else to see the security tape. Another manager at a different Wells Fargo told me that that is the furthest thing from the truth, she said you would be able to see me counting out the money in two different piles and show his hands  counting out the money also, you would be able to see the {$100.00} bills and me signing the check. The tapes show everything. Why are the people at Wells Fargo where the incident happen lying to me? Each time I have asked an agency to help me recover the money they listen to my story, then listen to the bank 's story later sending me-in letter saying case closed. Make this right. Ive had three agencies notify the bank. Each letter they receive from the banks system manager adds different scenarios to the story. First letter read something  about Wells Fargo investigation team checked out the transaction closed case. The second letter said the same thing with a brief statement of the security tape didnt show me handing over XXXX cash for my savings account. The third letter mentioned below the investigation team checked out everything and mentioned in viewing the security tape and I never handed over XXXX in cash to the teller to put my savings account. The third story they have added was when the transaction was completed the teller turn the monitor around and discussed what he had done and then he showed me both deposit slips and explain them to me. New system manager says that 's how they take care of business every teller turns the monitor around for the customer to see and then they discuss the deposit slips. I 've never had a teller turn the monitor on round or discuss the deposit slips with me. I ca n't even find a single person that has had that done with it. System manager claims that is how they ended the  transaction. I would be more than happy to take a lie detectors test to prove I 'm not lying, would the teller also agree to take a lie detector test?

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