Consumer complaint received 2025-01-20 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: CT

Complaint narrative:
So I went to the bank and I tried to deposit {$2000.00}, the ATM machine gave me back {$900.00} but did not report {$1100.00} onto the account, and then the ATM only credited {$0.00}. I then went inside and deposited the remaining {$900.00} to my checking account for Wells Fargo, then I reported that the ATM machine ate my {$1100.00}, I sat down with the branch manager in the XXXX XXXX Connecticut branch. She then tells me that I needed to make a claim and that it could take 10 days to 60 days for me to get my money back. At this time I needed my funds because of medical issues that Ive been having plus I have bills that I need to pay. The branch manager and the regional manager were unable to do me anything other than submit a claim andescalated it, then I was told that within the two days that they could be able to do an escalation so I can be able to get my money either credited to the account as a temporary until further investigation, and this was not complied.

The next thing I filed a XXXX  complaint and a compliant consumer finance complaint as well, and I was given a callback by the executive office by a gentleman-name XXXX, he said that his only job was to listen into name. XXXX information and that he would be able to figure out what he can be able to do as soon as possible, but that there was never going to be a guarantee and that he will not promise anything because this has to go through The off-line back Support. XXXX proceeded to tell me that this is not gon na be an issue that he can handle and that this has to go through the claims department and it has to go through it cycle of 2 to 10 days before theyre willing to credit my account of any temporary or permanent credits. 

XXXX then proceeded to tell me that he will be making a report back to the consumer finance company stating that he did reach out and that he tried to have a conversation with me when he really was not fixing the situation. He at the end advised that his only job was to listen to the customer and validate, and that was it. He did not reach out to any other department as I was the one reaching out to all other parties myself, and they advised that they never even received any type of communication with XXXX and or his supervisor. I proceeded to request that XXXX XXXX would contact me back. He told me that it would not happen because it did not need to go or get escalated higher up. He then proceeded to be rude and disrespectful, and he hung up the phone and did not call me back. He stated that this was something that regardless of who I go to it is off of his hands and that he was only calling me just for the customer to vent and only vent.

I proceeded to advise him that there was no point then for him, calling me if he was not going to provide any type of assistance and figuring out how we can get my money back. He said that he was apologetic about how I felt and that this is how it goes And that Wells Fargo will not be responsible for any money that is put into the account and not contact correctly by the ATM, even though it is an ATM that is correspondent to his own bank that he works for, and that the customer has.

Basically this writer took it as if even if I deposit money into my own account that means that money is Wells Fargos and that they dont have to give back my own money. So I proceeded to tell him that I need to ensure that I get my money back and that I get my money back. I will no longer be a customer due to the poor service poor Customer service poor technological service and through all the issues that I have been having with the last 30 to 40 days. He then advised that that was my own decision and that at the end of the day Wells Fargo may have a decision made for me that could include closing my own account as retaliation for making a CFPB and XXXX complaint.

This writer believes that this is very inappropriate and due to retaliation I will continue to further make these reports until my money is returned, and Im also compensated for all the losses and late fees that I had for my bills that I had no choice and not paying because I did not have the available funds that were mine at the moment.

I have voice video recording of all conversations that have incurred while having conversations with the bank with their knowledge that I have told them even before that I will be recording the call due to the circumstances of my safety, and to ensure that everything is being conducted in a professional and ethical manner, which was not on their end.

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 non-monetary relief