Consumer complaint received 2017-04-18
Company: WELLS FARGO & COMPANY
State: FL
Product: Bank account or service
Sub-product: Savings account
Issue: Deposits and withdrawals

Complaint:
On Friday  XXXX / XXXX /  XXXX  , my wife went into the  XXXX   XXXX   Wells Fargo (  located at  XXXX   XXXX    XXXX   XXXX    XXXX   XXXX ,  XXXX   XXXX , FL  XXXX  ) for a cash withdrawal of {$5500.00}. She took the sealed envelope home and locked it up until the following day to pay our realtor. Upon counting the money, it was short {$500.00}. I asked my wife about the transaction. She received  XXXX   XXXX   XXXX   XXXX  {$50.00} bills, but did not ask for {$50.00} 's, AND the receipt only reflected {$100.00} bills being given ( i.e. {$100.00} ... ....  XXXX   XXXX  issued ] ).   Following day was  XXXX   XXXX   XXXX  , so we went to the same branch Monday morning a few minutes after  XXXX  when they opened. The  Service Manager,   XXXX   XXXX , requested that th e " Security Team ''  review the camera to help demonstrate that the transaction was accurate. She left me a voicemail around  XXXX  that there was no news, so I called her this morning (  XXXX / XXXX /  XXXX   around  XXXX  ) but no answer. I called he r District Manager,   XXXX   XXXX , to escalate my complaint. He was busy, so I called his assistant,  XXXX , explaining that I believe we were given {$500.00} less than the deposit/receipt. She called and told me that  XXXX  spoke to  XXXX , and that since my wife was watching the teller and did n't see an issue at that time, basically there was nothing to be investigated, sorry. I asked to speak with  XXXX , she said he would be in meetings all day, so he can call at  XXXX  if that would be okay. I told her to have him call me the next available minute he gets! He said because my wife watched the teller count the money, there is nothing to be done. I pointed out the inconsistency between the receipt denominations not showing {$50.00} bills, but that we received {$50.00} 's, he said that " it was a coaching opportunity '' and after a second conversation that the denomination discrepancy was " irrelevant ''. Keeping in mind that if someone counted  XXXX  {$50.00} dollar bills quickly, as if they were {$100.00} bills, you would have a {$500.00} shortage, I was not satisfied with that answer. My wife could have overlooked an error while watching  XXXX  bills being counted fast.  XXXX  later told me that the teller 's name is  XXXX  and that he was a great employee for many years, not a recent hire. I asked  XXXX  if he knew whether not  XXXX  used the automatic bill counting machine for this transaction, but he did not know. After more than  5  minutes of us going back and forth, he agreed to review the video for that day " so he could sleep that night ''. He called me a few hours later at   XXXX   XXXX   and said that they reviewed the video and it " clearly shows  [ my ]   wife watching closely during the transaction ''. He said, there is no doubt that it was correct as a result. I asked if he saw  XXXX  use the automated bill counter, but he said that he did n't see him but was n't sure. He did say that the video was unable to see the bills close-up to verify the denomination ( i.e {$50.00} or {$100.00}  ),  but since my wife was watching, case-closed. I reminded him that my wife took the sealed envelop and upon paying our realtor Saturday, it was missing {$500.00}. If my wife did n't catch the error in person, I said that should not take away my rights as a consumer for my bank to double check their work in case their employee stole the money or made a mistake. I suspected theft because I was told that his draw balanced that day. I asked  XXXX  if he talked with  XXXX  the teller about the denomination breakdown, and he said no my managers can later. Ultimately, I feel that we were defrauded {$500.00}. We have valid concerns and learned a lesson, but I do n't think that should take my right to ask for full verification.  XXXX  did not perform a denomination reconciliation to see if there were missing {$50.00} 's when I asked because from his perspective there is not even a  XXXX  probability that  XXXX  stole the money. It took many calls to get the tape reviewed, but I felt that  XXXX  already made his decision before he ever reviewed anything! Please help us not get brushed-aside.

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