Consumer complaint received 2024-11-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
On the evening of XX/XX/XXXX I went to my local Wells Fargo Bank, in XXXXXXXX XXXX to make a deposit at the ATM. I was depositing {$4900.00} cash into my everyday checking account. I inserted my ATM card and placed the cash into the ATM. The ATM began to count the money, during the count the ATM had a issue with one of the bills stopped counting and asked to return my card. The ATM kept {$2400.00}, returned {$2500.00} and returned my card back to me. I then reinserted the card and placed the {$2500.00} which had been returned back to me into the ATM for deposit. At the end of the transaction, I return to my car and checked the Wells Fargo App on my phone to see the deposit. The App showed that {$2500.00} had been deposited but did not show the first transaction or any deposit of the {$2400.00} that it kept. I called Wells Fargo the following morning XX/XX/XXXX to tell them what had happened. The Wells Fargo representative that I spoke with stated that she would open a claim to resolve the issue and that it would take up to 10 business days to resolve the issue. 
On the XXXX of XXXX I called Wells Fargo to find the status of the Claim and get some update on the situation. It had been 17 business days and I had not received any calls or SMS messages or email from them about the issue. The representative told me that my claim had not been processed and that the was pending verification. He stated that {$2500.00} had been deposited to the account but that {$2400.00} dollars was pending verification and he stated that he could see that 2 transactions had taken place that evening. He said that a letter had been mail to me about the claim, I had not seen this letter, as I have placed email, SMS or thru the app as my primary types of communication with Wells Fargo. The representative stated that he would make note on the claim that I had called to get an update and that it was still being processed/investigated and to call back on XXXX to get another update due to the XXXX being a holiday. 
After speaking with the representative I did find the letter it was dated XX/XX/XXXX that stated " Well Fargo had completed their research and that the account had been credited for {$2500.00} based on the items included in the deposit ''. The letter stated that the claim had been resolved. The information in the letter dated XX/XX/XXXX contradicts the recorded phone conversation with the representative on XX/XX/XXXX who clearly states, " Yes, I can see that there two transaction, and that {$2400.00} is pending continuing investigation and verification that the claim was still being processed ''. 
On the XXXX I called Wells Fargo again to get another update. I spoke with a representative who stated the claim has been denied that the ATM had been looked at and that no extra money was found he stated that there is nothing further that he could do and that this claim was closed.

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