Consumer complaint received 2026-03-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: WY

Complaint narrative:
CFPB Complaint Bank Told Me I Needed ATM Video to Prove My Deposit, but Issued XXXX Final Determinations Without Addressing This Evidence Summary of Issue I am filing this complaint because the bank repeatedly told me that I needed ATM video to prove I made my deposit, but then issued XXXX separate Final Determination letters without referencing this evidence at all. The bank insisted that ATM video was required, yet they closed the claim multiple times without confirming whether the video was obtained, reviewed, or included in their investigation. At this time, I do not know whether the ATM video was included in the materials sent to law enforcement under a search warrant. Details of the Incident When I reported the missing deposit, the banks Fraud Department told me that I needed ATM video to prove I made the deposit. XXXX stated that the video was necessary for the investigation and implied that the claim could not be resolved without it. Despite this, the bank issued XXXX Final Determination letters denying my claim. None of these letters : referenced ATM video confirmed whether the video was retrieved stated whether the video existed explained whether the video was reviewed addressed why the bank told me it was required The banks written determinations contradict what their representatives told me on the phone. If ATM video was truly required, the bank should not have issued Final Determinations without addressing it. If ATM video was not required, then the bank misled me during the investigation. Additionally, I still do not know whether the ATM video was included in the evidence packet provided to the detective under a search warrant. The bank has not confirmed whether the video was preserved, retrieved, or sent. Why This Is a Concern This situation raises several procedural issues : The bank told me ATM video was required, but then denied the claim without referencing it. The bank issued multiple Final Determinations without confirming whether critical evidence was reviewed. The bank has not provided documentation showing whether the ATM video was preserved or included in the law enforcement packet. The banks statements to me contradict their written determinations. The bank may have closed the investigation without obtaining or reviewing evidence they told me was necessary. Consumers rely on banks to conduct fraud investigations using accurate information and consistent procedures. Telling a customer that specific evidence is required, then issuing multiple Final Determinations without addressing that evidence, is misleading and undermines the integrity of the investigation. Banks Response The bank has not provided : confirmation that ATM video was retrieved confirmation that ATM video was reviewed confirmation that ATM video was included in the law enforcement packet any explanation for why representatives said the video was required any documentation supporting their Final Determinations Instead, I have received contradictory explanations that do not match the statements made by their Fraud Department.

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