Consumer complaint received 2024-04-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On XX/XX/XXXX ( XXXX, XXXX XXXX ) I attempted to withdrawal cash from an ATM in the lobby of the XXXX XXXX XXXX XXXX. My husband and I were stranded in XXXX due to the snowstorm and airport closure ( XXXX ). The transaction appeared to be going through where I requested XXXX Euros. At the point where it should have spit out my money, it did not and instead the screen displayed a Temporarily Out of Service message. It never provided me a receipt. I have never had this happen to me before as in the past if a machine didnt have money to process the transaction, it would at least provide me with a cancellation receipt. Since this was odd to me I took a photo, which I have shared with Wells Fargo to no avail. 
I checked my account from XXXX to ensure that the transaction never posted. Initially it showed as pending but never hit my account so I assumed all was well. Once back in the XXXX, I noticed that on XX/XX/XXXX the transaction for {$250.00} USD hit my account. I contacted Wells Fargo to dispute this charge and the rep that I spoke to mentioned she would put in a claim. She mentioned that she saw the transaction cancelled so she could not explain why I was charged for it, 15 day later. I told the rep that I had a photo showing the ATM malfunction and she said that she didnt need it because the investigators would pull the recording on the ATM. 
I then received a letter from Wells Fargo on XX/XX/XXXX, indicating that they had completed the investigation and there was no error and that my account was charged correctly. This is not correct as I never received money from that ATM transaction. I contacted the number on that letter on XX/XX/XXXX. I explained the situation to the representative and asked what investigation, if anything the representative on my claim did. I mentioned that when I initially filed the claim, I was told that they would pull the recording tape on the ATM and it appears this was never done as you would see that the machine never gave me my withdrawal. I also mentioned to the rep that I had a photo of the ATM malfunction but was told by the prior rep that they didnt need that. This time I was asked to send the photo to XXXX. Lastly, the rep said she was forwarding my compliant to the corporate offices and that I should email the photo of the ATM which I did on XX/XX/XXXX ( see attached email ). 
On XX/XX/XXXX, I sent a follow up email as I had not heard any response. Its now more than a month later and I have heard nothing from Wells Fargo. This is pathetic customer service for a customer who has taken money out all over the world and never had an issue. I am looking for Wells Fargo to do their due diligence and actually investigate my claim which will ultimately result in proving I didn't receive the money from the ATM and I would like my account to be credited.

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 monetary relief