Consumer complaint received 2025-08-28 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:
I have been a customer of Wells Fargo Bank for nearly 30 years. On XX/XX/year>, I used the Wells Fargo ATM in front of the Wells Fargo Bank at XXXX XXXX XXXX. XXXX XXXX, XXXX XXXX, California XXXX and it malfunctioned as I was making a cash deposit. 

I was depositing XXXX {$50.00} bills ( {$2000.00} ) and had counted them multiple times before I placed them in the ATM. When I placed them in the ATM and the machine counted up the bills, it said that my deposit was {$1700.00}. As this was incorrect, I canceled the deposit. And instead of it returning my {$2000.00}, it only returned {$1700.00}. As I was fearful that there was no record of my depositing the money and the lost {$250.00}, I attempted to deposit the bills again to have record of the continuous bills that I had placed in the machine. I made a cash deposit of {$800.00} followed by another cash deposit of {$950.00} believing that the {$1700.00} in the machine would be next to the {$250.00} that it did not count nor return to me. After making the XXXX deposits, I immediately went inside the bank and spoke to XXXX. I told him of the issue and asked him if they could look in the machine and see the forty consecutive {$50.00} bills that I had deposited. He told me that they do not service the machine themselves and that I could call the XXXX number and file a claim. I filed claim number XXXX and was told that it could take up to 10 business days. I called the XXXX number a second time on the morning of XX/XX/year>, to see if there was any additional information that they needed and to confirm that they were looking into the claim and had counted the ATM. 

On XX/XX/year>, a provisional deposit of the missing {$250.00} was made to my account. 
After not receiving any more correspondence, I received a letter on XX/XX/year> stating that {$50.00} of the {$250.00} credit that was made to my account on XX/XX/XXXX would remain in my account. The remaining {$200.00} would be deducted on XX/XX/year>. I immediately called the XXXX number given, to request copies of the documents used in making their decision. ( I have yet to receive any documents used in making their decision. ) I spoke to XXXX at the XXXX number and he told me that the findings were that the machine had a {$60.00} overage and therefore they are crediting me {$50.00} of my {$250.00} shortage. It doesnt make sense to me that my deposit was strictly {$50.00} bills and I was shorted {$250.00} and the machine was over {$60.00}, so they are going to credit me {$50.00}. Obviously, the machine had made OTHER errors in addition to the one that it made on my transaction. They couldn't tell me when they went in to audit the ATM, but since they claimed on XX/XX/XXXX they don't have access to balancing the ATMs someone had to come later. So if someone did come to audit their ATM, they could have had multiple errors by that ATM. 

I also immediately called the branch in question and asked to speak to the branch manager, XXXX. I gave him the background of the case and questioned why it took XXXX and a half months to count the ATM and come to a decision in a case that was supposed to take XXXX days. He couldnt give me an answer, but told me that I could file another claim with the executive office and I could come in to do so, which I did at that time. When I arrived at the branch, I asked XXXX if I could speak to XXXX. XXXX was expecting my arrival and said that he would assist me, not calling on XXXX to assist me. XXXX filed a complaint for me and gave me a new ID number of XXXX ( As of today, I have not yet heard anything or received acknowledgment from this XX/XX/XXXX complaint. ) When I told XXXX once again about the transaction and how it was all {$50.00} bills and they should be able to see that, asking him if they see the actual number of each bill deposited, XXXX told me that XXXX ( the bank manager ) and other employees count the machine daily and log the overage or underage and that means it wouldve been {$60.00} over that day when they counted. I was originally told by XXXX on the day that the malfunction had occurred, that they do not service their own machine, so why am I now being told that the ATM is counted daily by the manager and his employees? If they serviced their own machine, he couldve immediately found my forty {$50.00} bills in consecutive order and my claim should not have taken one and a half months for the claims department to tell me that they were crediting me {$50.00} of my {$250.00} shortage. I was told ATMs have the ability to know exactly how many bills there are of each denomination. 

XXXX told me that I should hear from someone in 1 to 2 days from the executive office that this new claim was being filed with. This differs from the timeline that XXXX from the XXXX number gave me, and like I previously stated, I still have not heard from that department and my latest claim has not been acknowledged. 

At this time, I am still {$200.00} short after their decision to credit me only {$50.00} and I have received no further communication from any claims department regarding my latest claim. 

Wells Fargo has not followed the proper steps to help me recover funds I deposited in good faith in to their ATM. Please help me with getting my funds back.

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