Consumer complaint received 2025-10-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: NJ

Complaint narrative:
Subject : CFPB Follow-Up Statement ( Dispute Response / Escalation Request ) On XX/XX/2025, I visited the Wells Fargo branch XXXX XXXX XXXX XXXX XXXX XXXX, NJ, to complete several cash transactions using separate envelopes. 
Around XXXXXXXX XXXX, I opened one envelope and handed the teller {$600.00} along with my Wells Fargo XXXX Credit Card to apply the payment. The teller verified the cash on an empty cash counter, placed it in the drawer, posted the payment, and issued a transaction receipt. 
At XXXXXXXX XXXX, I opened another envelope and handed the teller {$1000.00} along with my Wells Fargo Visa Credit Card to apply the payment. The teller verified the cash on an empty cash counter, placed it in the drawer, posted it, and issued me a transaction receipt. 
At XXXXXXXX XXXX., I swiped my Wells Fargo ID Card into the reader and waited until it prompted remove card. I opened my third envelope and handed the teller cash to deposit into my Wells Fargo Checking Account. The teller verified the cash on an empty cash counter and announced, {$2400.00}! I asked him to recount, saying I might have miscalculated. He noted that my envelope was labeled {$1400.00}, and I replied that it may have been a mistake. 
The teller verified the cash XXXX times to confirm it was {$2400.00}. Then, unexpectedly, he performed a drawer audit twice during the transaction, which is highly irregular during a customer interaction. The drawer proof showed an overage of {$1000.00} twice, which matched the difference. He apologized for the confusion, confirmed the total, placed the money in the drawer, posted the {$2400.00} deposit, and printed my transaction receipt. 
At XXXXXXXX XXXX I handed the teller {$1000.00} in cash from another envelope that I had planned to deposit at another bank, but since it was late, I decided to deposit it into my Wells Fargo Savings Account instead. The teller verified the cash on an empty counter, placed it in the drawer, posted it, and issued a receipt. 
At XXXXXXXX XXXX, I handed the teller {$1400.00} in cash from XXXX smaller envelopes that were also meant for another bank, but I decided to deposit them into my Wells Fargo Checking Account because it was getting late. The teller verified the cash on an empty counter, placed it in the drawer, posted it, and issued a receipt. 
Later that evening, the teller called me claiming his drawer was now short {$1000.00}, contradicting his earlier balancing and apology. I immediately requested that branch surveillance footage between XXXXXXXX XXXX ( while I was in line ) and XXXXXXXX XXXX ( when I left ) be reviewed. This footage would clearly show the teller counting my {$2400.00} on an empty counter XXXX times and performing XXXX drawer audits that confirmed an overage. 
On XX/XX/2025, Wells Fargo debited {$1000.00} from my checking account, citing it as an additional unintended teller error. 
The banks letter dated XX/XX/2025, admits a teller error but refuses to review the surveillance footage, stating that footage would only be released under a court order or subpoena. This response relies solely on an internal teller audit and not on the objective video evidence. 
I strongly dispute this outcome. The bank closed this matter without reviewing or releasing the surveillance footage that I identified as the only definitive evidence. Their explanation relies solely on an internal teller audit that contradicts the real-time cash verification I witnessed. 
I respectfully request that the case be reopened or escalated to the Office of the Comptroller of the Currency ( OCC ) and that Wells Fargo be required to preserve and review the surveillance footage from XXXXXXXX XXXX on XX/XX/2025, at the XXXX, NJ XXXX. 
I continue to feel cheated and short-changed by this handling and ask for an impartial review based on factual evidence rather than teller audit records. This incident has caused significant distress and financial loss. The receipts and Wells Fargos letter clearly show inconsistencies that only the video evidence can resolve. 
Thank you for your attention to this matter. I am available at any time to provide additional documentation. 
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, NJ XXXX ( XXXX ) XXXX XXXX XXXX

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