Consumer complaint received 2026-06-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
On XX/XX/year>, I attempted to deposit {$360.00} in cash at a Wells Fargo ATM located at XXXX XXXX XXXX XXXX, XXXX XXXX, VA ( ATM ID : XXXX ). I tapped my card to the reader, entered my PIN, and inserted the cash. The ATM displayed a total of {$360.00} on screen, confirming it had registered the full amount. At that point, the ATM began making an unusual noise and appeared to be cycling the cash internally. Because I was concerned something was wrong, I began recording a video on my phone and captured approximately one minute of footage showing the ATM display with the {$360.00} deposit amount clearly visible. Shortly after I stopped recording, the ATM screen went black and then reset to the " Welcome '' screen skipping the normal confirmation step where I would have been prompted to acknowledge the deposit total before the transaction completed. When I checked the Wells Fargo mobile app, the {$360.00} had not been credited to my account. I immediately called the Wells Fargo Claims Department and was assigned claim number XXXX. I informed the representative that I had a video recording of the incident. The representative told me not to worry about the video and that I would receive a response within 10 business days. Approximately 14 days later, Wells Fargo issued a provisional credit of {$360.00} ( reflected on my bank statement as XX/XX/year> ). On XX/XX/year>, I discovered that my account had a negative balance. Wells Fargo had reversed the provisional credit and closed my claim, citing that no overbalance of cash was found in the ATM. The reversal of {$360.00} caused my account to go negative, which resulted in two overdraft fees of {$35.00} each ( {$70.00} total ) charges I would not have incurred had the deposit been properly processed or the provisional credit not been reversed without a thorough investigation. The only notification I received was a push notification through the Wells Fargo mobile app ; I did not see any mailed notice in time, as I was in the middle of relocating. Upon discovering the reversal, I visited the Wells Fargo branch at XXXX XXXX XXXXXXXX XXXX XXXXXXXX, XXXX A branch employee helped me contact the claims department, and I was provided an email address to submit my video evidence. I was told to call back within 23 days if I had not received a response. When I followed up, I was told Wells Fargo could not receive video files via email and was asked to send a screenshot instead. I complied. When I followed up again, I was told only PDF files could be accepted. I converted the screenshot to a PDF and emailed it. On my next follow-up, I was told nothing had been received. With the assistance of a family member who is a long-standing Wells Fargo customer , I was connected with an employee at the Wells Fargo XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX VA, who had a direct contact in the claims department. Over several weeks through multiple back-and-forth communications between that employee, other branch staff, myself, and the claims department Wells Fargo employees made genuine efforts to find additional avenues to investigate this matter. At one point, near the end of XX/XX/year>, I was told I would receive photographs from the ATM camera in the mail to serve as the basis for their conclusion. Instead, I was subsequently informed that Wells Fargo 's legal department had intervened and stopped that correspondence from being sent. Throughout this entire process, spanning more than four months, my video evidence which shows the ATM display confirming a {$360.00} deposit at the time of the malfunction was never reviewed by anyone in the claims department. Wells Fargo 's conclusion that no overbalance existed does not account for the possibility of an ATM malfunction, which my video documents. I have been given no explanation for why the ATM reset without completing the transaction, and no one has reviewed the footage that could resolve this dispute. I am requesting that the CFPB investigate Wells Fargo 's handling of this claim, including : ( 1 ) the failure to review available video evidence before closing the claim ; ( 2 ) the repeated miscommunication about how evidence could be submitted ; and ( 3 ) the reversal of the provisional credit without a thorough investigation into the documented ATM malfunction. I am seeking the return of my {$360.00} deposit, the refund of {$70.00} in overdraft fees that resulted directly from the improper reversal, and a full review of the claim with consideration of the video evidence I possess. ATM location : XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX, VA ATM ID : XXXX Claim number : XXXX Incident date : XX/XX/year> Deposit amount in dispute : {$360.00} Overdraft fees incurred : {$70.00} ( two charges of {$35.00} ) Total amount sought : {$430.00}

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