Consumer complaint received 2026-04-27 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:
On Saturday, XX/XX/year>, when the bank branch was closed I attempted to withdraw {$400.00} from the ATM machine at Wells Fargo, XXXX XXXX XXXX XXXX XXXX at approximately XXXX. The ATM only dispursed {$200.00}, but my account was debited for the full {$400.00}. I immediately called Wells Fargo and filed a dispute ( claim XXXX ). On XXXX XXXXXX/XX/XXXX, I went directly into the bank at the location of the ATM at XXXX XXXX XXXX XXXX XXXX, and I spoke to the manager, XXXX XXXX ( XXXX XXXX XXXX ), who informed me that the ATM was unable to provide cash dispursements since Saturday, XX/XX/XXXX ( the day I made the withdrawal ), and that they were still awaiting a repair person. XXXX XXXX told me that I had done the right thing by filing the dispute and that the repair/audit would tell them what had happened. He said that the ATM probably got jammed and that this is something that happens sometimes. I asked XXXX XXXX to provide this information about the broken ATM to Wells Fargo Disputes so I can recover my {$200.00} faster. He told me that he would help me in the event that there was a problem with the dispute. I called the dispute center on XXXX and in a 17-minute call, I asked how this could be resolved more quickly. The Wells Fargo agent said that the machine would be analyzed. The representative agreed to deposit the funds into my account during the investigation. On a letter dated XX/XX/year>, Wells Fargo denied my claim. The letter said that " No Loose Cash was found at the ATM, and no error was located at the ATM machine, and that the funds were dispensed. '' This reveals a flawed investigation. First, the ATM was not repaired/audited for several days after my dispute. Second, there was a known problem with the ATM machine, making it most probable as the cause for my shortage, and third, if {$400.00} dollars were dispensed, it was not dispensed all at once, and that is why only {$200.00} was dispursed for my specific transaction. I returned to the branch and asked that XXXX XXXX provide his feedback about the broken machine to the Claims or Dispute Department, and he emailed them while I was there, reportedly. They still denied my second dispute. I have not requested or received records from the audit. I have asked for records, but they have only agreed to submit a second and now a third dispute. The second dispute also denied my claim, and I suspect the third dispute will as well. I have requested escalation to the Executive Office but was only sent back down to the Claims Division. I do not believe that a specific cash audit or journal log check was done. They likely only checked digital logs. I would like to know if the investigator spoke to the manager, who validated that the machine was not able to dispense cash as of the same day I was there? As a good faith Wells Fargo customer for over 30 years, I would like to believe that I would be given the benefit of the doubt in such an unusual situation. I can not imagine that as a professional I would spend this much time and effort for {$200.00} unless I knew my version of events to be true. Best, XXXX XXXX XXXX XXXX

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