Consumer complaint received 2025-07-06 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 Monday, XXXX XXXX XXXX at approximately XXXX XXXX. I went to the Wells Fargo Branch located at XXXX XXXX XXXX XXXX, XXXX, XXXX XXXXXXXX. Upon arrival I drove up to the ATM located to the right of the drive through. I began my transaction and requested a withdrawal from my checking account in the amount of {$800.00}. As the ATM was processing my transaction I could hear the machine making the distinct sound of it counting the money right before it dispenses it. When the time came for the ATM machine to dispense my money, a message came up on the screen stating, Out Of Service and the funds never came out. Since the branch was already closed, I immediately called customer service to inform them of the issue. The representative who I spoke to told me that he could see that there was an issue with the ATM. He stated that since the issue was within Wells Fargo, that the incident would be resolved in a few days. Around the same time this was happening, I received an email from Wells Fargo stating that they were aware that the ATM had malfunctioned. Approximately two days later, I received a full reimbursement to my checking account in the amount of {$800.00} so I thought that the issue was resolved. On Friday, XX/XX/scrub>XXXX XXXX XXXX, I checked my emails and noticed that I had received an email from Wells Fargo stating that I was overdrawn over {$200.00}. I checked my account and found that Wells Fargo had reversed {$800.00} from my account. Since this was Friday after business hours, I had to wait until Monday to call Wells Fargo. On Monday, XXXX XXXX XXXX I called the claims department to see why this had occurred and I was told that my claim had been denied because the ATM in question had balanced and that it had not been over {$800.00} which meant that it had dispensed the money. I told them that the ATM never gave me any money and I again explained what had happened on XXXX XXXX XXXX I was asked to provide proof that there was an issue with the ATM because they saw no history of the ATM malfunctioning. I told them what the representative had told me when the issue occurred and informed them that I even received an email from Wells Fargo telling me that they were aware of the issue. I asked them to check their call logs and review my call and asked them review their surveillance videos that should show that I never received my funds. They asked me to forward them the email I received to see if they could reopen my claim. After I forwarded them the email, I called the claims department back to get a status update. The representative I spoke to told me that unfortunately my claim was still denied and that if I wanted to pursue this matter further, I would have to open a claim somewhere else out of Wells Fargo. I was told, not saying you took the money, but the ATM evened out. I never received any money that day in XXXX and this has caused me financial hardship and Wells Fargo is not cooperating.

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