Consumer complaint received 2026-07-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
I am submitting this complaint because I believe Wells Fargo did not conduct a complete or reasonable investigation into my dispute involving missing cash during a deposit transaction. Case # XXXX On XX/XX/year>, at approximately XXXX XXXX, I visited a Wells Fargo branch onXXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX Phone : ( XXXX ) XXXX to make a cash deposit. I arrived believing I had {$4000.00} in {$20.00} bills inside an envelope. After counting the cash, the teller informed me that the envelope actually contained {$8000.00}, not {$4000.00}. I instructed the teller that I only wanted to deposit {$4000.00} and asked her to return the remaining {$4000.00} to me. The teller completed the {$4000.00} deposit and handed me what was supposed to be the remaining {$4000.00} in cash inside an envelope. I did not open the envelope or handle the cash after leaving the bank. I kept the envelope closed until I arrived home. As soon as I got home, I opened the envelope and immediately counted the cash. I counted it at least 8 times to make sure I had not made a counting mistake. Each time, the total was {$3900.00}, confirming that {$40.00} ( two {$20.00} bills ) was missing. I immediately contacted the branch to report the discrepancy. Wells Fargo opened Case XXXX and later informed me that its investigation found no {$40.00} overage or shortage in the tellers cash drawer. I do not believe that conclusion resolves my complaint. A balanced cash drawer does not explain why I received only {$3900.00} when I should have received {$4000.00}. The investigation appears to have been limited to reconciling the tellers drawer and did not address what actually happened during my transaction. Additionally, while I was standing at the teller window, I observed the teller place some bills off to her right-hand side before handing me my cash. I do not know what those bills were, and I am not accusing anyone of theft or intentional wrongdoing. However, because I observed this, I believe the surveillance footage could clarify whether it is related to the missing {$40.00}. When I later spoke with a representative from Wells Fargos Executive Office regarding my complaint, I was told that Wells Fargo was unable to review the surveillance camera footage and that a court order would be required before the footage could be viewed. I do not know whether that explanation is accurate, but if true, I do not understand why Wells Fargo can not review its own security footage as part of an internal investigation into a customer complaint. The facts of this matter are straightforward : I entered the bank with {$8000.00} in cash. I deposited {$4000.00}. I should have left with {$4000.00} in cash. I left the bank with an envelope that I did not open until I arrived home. Upon opening the envelope and immediately counting the money, I discovered that it contained only {$3900.00}, even after counting it repeatedly to verify the amount. There is no dispute regarding the amount of cash I brought to the bank because the teller counted and confirmed that I had {$8000.00}. There is also no dispute that I deposited only {$4000.00}. The only unresolved issue is why I received only {$3900.00} instead of the remaining {$4000.00}. I respectfully request that the Consumer Financial Protection Bureau review this matter and require Wells Fargo to conduct a thorough investigation. Specifically, I ask that Wells Fargo explain why it declined or refused to review the available surveillance footage, or why it believes it lacks the authority to review footage from its own branch during an internal customer complaint investigation. If the footage still exists, I request that it be preserved and reviewed before it is destroyed pursuant to any retention policy. My goal is not to accuse anyone without evidence. My goal is simply to determine what happened to the missing {$40.00} and to ensure that my complaint receives a complete and fair investigation based on all available evidence, rather than solely on the balancing of the tellers cash drawer.

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