Consumer complaint received 2026-03-03 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:
On XX/XX/year>, I deposited {$17000.00} in cash into a Wells Fargo ATM located at XXXX XXXX XXXX, XXXX, WY. Immediately after the deposit, I realized I had been targeted by a bankimpostor scam and contacted Wells Fargos Fraud Department at XXXX XXXX to report the incident and request assistance locating my deposit. Despite notifying the bank in real time, Wells Fargo failed to take any action to secure the funds, locate the deposit, or freeze the receiving account. The loss was preventable. -- - 1. Immediate Fraud Report and Failure to Act At XXXX XXXX on XX/XX/year>, I called Wells Fargos Fraud Department and told them : I had just deposited {$17000.00} cash into a Wells Fargo ATM. The ATM was located at XXXX XXXX XXXX, XXXX, WY. I believed I had been scammed and needed the bank to locate the deposit immediately. The Fraud Department acknowledged my report and stated, At least you put the money in the ATM instead of handing it to the scammer. Despite this acknowledgment, they : did not attempt to locate the deposit, did not freeze the receiving account, did not escalate the case, did not initiate an ATM investigation, and did not provide any immediate assistance. Instead, they told me I would need to go to the branch where I made the deposit, even after I informed them the branch was closed for XXXX. XXXX XXXX XXXX Multiple Calls for Help With No Assistance After the Fraud Department refused to help, I called multiple Wells Fargo numbers on the night of XX/XX/year>XXXX seeking urgent assistance locating my deposit. Instead of helping me locate the {$17000.00} deposit, Wells Fargo : closed my existing accounts, opened new accounts, and still provided no information about the deposit I had just reported as fraudrelated. No one attempted to locate the deposit, freeze the receiving account, or secure the funds despite my immediate report. XXXX XXXX XXXX Evidence of the Deposit I have provided Wells Fargo with all available evidence, including : ATM location : XXXX XXXX XXXX, XXXX, WY Date and time of deposit ATM screen confirmation AXXXX XXXX / XXXX XXXX device authentication ( my XXXX was used ) Timeline of events Deputy sheriff report from XX/XX/year>XXXX XXXX branch visit on XX/XX/year>XXXX Wells Fargo has never provided : ATM electronic journal logs ATM cassette totals ATM balancing records Chainofcustody documentation Receiving account information Video or evidence showing where the cash went A timestamp proving the withdrawal occurred before my XXXX XXXX fraud report -- - 4. Wells Fargos Burden of Proof Because I reported the fraud before the loss occurred, Wells Fargo has the burden to show : where the cash went, when it left the ATM, who accessed it, and whether the loss occurred before or after my XXXX XXXX fraud report. To date, Wells Fargo has produced none of the required evidence. Without : the ATM logs, the cassette counts, the chainofcustody records, or the withdrawal timestamp, Wells Fargo can not support its denial or claim that the loss was not preventable. -- - 5. Requested Resolution I am requesting that the CFPB require Wells Fargo to : 1. Produce all ATM evidence, including : electronic journal logs cassette totals ATM balancing reports access logs chainofcustody documentation video ( if available ) device authentication logs for my XXXX XXXX deposit 2. Provide the withdrawal timestamp to determine whether the loss occurred after my XXXXXXXX XXXX fraud report. 3. Reimburse the {$17000.00} because the loss was preventable and occurred after I notified Wells Fargo of suspected fraud. Attachments : carrier verified call usage, initial Sheriff Department report in reference to a fraud, IC3 Report ---

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