Consumer complaint received 2020-08-05 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: NM

Complaint narrative:
Date : XX/XX/XXXX Time : XXXX MT Company : Wells Fargo Bank Amount disputed : {$350.00} Issue : I was making a cash deposit in a local ATM, when in the middle of making the transaction of depositing eight bills of {$50.00}, the ATM machine got stuck and it started beeping, displaying an " error message. '' I waited for about 5 minutes and I finally got a receipt from the ATM proving my deposited amount of {$400.00}. I immediately called the help phone line posted on the ATM to verify this and a Wells Fargo representative got on the line with me. He reviewed my account and I logged in to my online banking app in my phone, and the recent transactions of {$400.00} shown as " check deposit '' plus another {$50.00} amount as " cash deposit '' were shown. The Wells Fargo agent verified this and promised that this cash deposit will be available within the next business day. Not until Sunday, I checked my online bank account and {$400.00} were deducted as a " cash adjustment. '' I called Wells Fargo again on XX/XX/XXXX and the Wells Fargo Claims Office wasn't open so I had to call again on Monday ( XX/XX/XXXX ). Due to very long waiting times and inefficiencies to transfer me, I had to call Wells Fargo a total of 5 times regarding this issue and spent over 3 hours on the phone with agents that were not helpful in resolving this matter. The last agent claimed to have created a claim case for me but they never deposited the disputed amount, claiming that the ATM couldn't find my cash deposit of {$400.00}. She also said that the bank will not use video footage for their claim investigation. I emailed Wells Fargo via the secured message center in my online banking application once on XX/XX/XXXX and three times on XX/XX/XXXX. Finally a manager of the claims department said that she couldn't provide much information over email and that she didn't find a claim on my file. After I requested to have a direct phone line for a manager so I can speak with management regarding this issue, I was given the wrong extension line, and as of today ( XX/XX/XXXX ), I called 3 times to a dead phone line. As of tonight ( XXXX ) at XXXX MT, Wells Fargo has deleted all records of my email exchanges with them ( which were available earlier today ), leaving me only with email notifications sent to me stating that they have received my previous online messages. 

I'm frustrated and disappointed at how Wells Fargo has handled my claim case. We are experiencing a recession and this bank is fraudulently withholding money from my account when I made a cash deposit to an ATM. If this happened to me, I can't imagine this happening to other people that might difficulties understating the bank system, are economically disadvantaged, have no English, or are not aware of their consumer rights. I have been a costumer for Wells Fargo since I was XXXX  years old, have a excellent credit score, and this issue has never happened to me. 

This situation has left me with a very bad Wells Fargo experience and has wasted many hours of my time. I plead the CFPB to investigate this claim so this doesn't happen to me or any other consumer. I can provide you with records of the receipt given by the ATM, the location of the ATM that had a security camera, record of my calls with Wells Fargo, and email notifications. Thank you.

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