Consumer complaint received 2025-06-18 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: WELLS FARGO & COMPANY
State: FL

Complaint narrative:
Overview : The Wells Fargo XXXX XXXX  staff was negligent in the handling of a cash withdrawal, enabling a scammer to manipulate the customer out of {$16000.00}. Wells Fargo should reimburse the {$16000.00} cash back to my bank account due to the negligence. 
XXXX. Duty of Care - Banks have a legal obligation to protect their customers ' funds and exercise " reasonable care '' in processing large cash withdrawals. 
XXXX. Red Flags Ignored : Debit card attempted to use was reported as Lost in XX/XX/XXXX Large cash withdrawal with no previous history of large cash withdrawal Age of customer asking for the large amount of cash is unusual XXXX. Security Protocols not followed Only XXXX form of identification was used ( Drivers License ) No questions were asked for the reason for the withdrawal There was no manager engaged or consulted in the process There was no reasonable suspicion report filed for the transaction XXXX. Inaccurate reporting filed for the legal records on the {$10000.00} cash withdrawal Required legal report for {$10000.00} is incomplete and/or inaccurate since the bank teller did not ask any questions about the reason for the {$16000.00} cash withdrawal Attempt to disucss and resolve with the bank : XX/XX/XXXX at XXXX my mother and I went to the Wells Fargo Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXXXXXX as suggested from XXXX, the XXXX XXXX XXXX at Wells Fargo. 
XXXX. Talked with the teller XXXX and asked to speak with the branch XXXX. The branch XXXX left for the day and was brought to speak with XXXX XXXX, the XXXX in training. 
XXXX. My mother and I met with XXXX and discussed : Questions about standard protocols with requests to withdraw large amounts of money money for {$10000.00} or more My mother asked her if there were standard protocols for bank tellers to ask a customer questions when there was a bank withdrawal request for more than {$10000.00}. XXXX stated that it depends and that it is not standard practice to ask all customers what the withdrawal was for as it relates to cash withdrawals over {$10000.00} My mother asked her if there was training offered to tellers to detect reasonable suspicion for bank withdrawals over {$10000.00} and XXXX confirmed that yes, there is training provided to tellers to assess if there is suspicious activity. 
My mother asked if the bank teller that withdrew the {$16000.00} filed a XXXX report, XXXX confirmed that yes, the report was filed. 
XXXX. My mother then stated that she thought it was unusual for a bank teller to withdraw {$16000.00} when : XXXX. The bank teller stated that the card was locked XXXX. Only used XXXX source of identification to confirm the requestors identity XXXX. Didnt ask any questions on why the large withdrawal was being made when there was no history of any previous withdrawals for larger than {$2000.00} for the entirety of the bank account. 
XXXX. The bank teller never got a XXXX involved XXXX. Every time my mother has taken a larger than normal cash withdrawal, a XXXX has always gotten involved and asked if she was ok, if she was pressured, why she needed to withdraw, what her occupation was and it is explained that they are required to file a report with the reasons for the large cash withdrawal to keep for their records. 
XXXX. XXXX XXXX stated that because she wasnt there in the scenario she couldnt speak about the situation but did confirm that the card I was using to make the withdrawal request was reported as XXXX back in XXXX of XXXX and that is what the teller meant when she said the account was locked. 
XXXX. XXXX called the XXXX XXXX  to have the fraud hold released from my bank accounts so we could transfer the accounts to a new account number and so I could withdraw the rest of my cash so I could open up a new account and change over my payroll direct deposits to another account. 
We were given the phone number to file a complaint with the XXXX XXXX XXXX ( XXXX XXXX  ) of XXXX She typed up a report that she submitted for case XXXX XXXXXXXX My mother and I called the XXXX XXXX  and spoke with XXXX to provide a summary of what we discussed at the branch with XXXX XXXX : o We believe the bank did not act in the best interest of protecting its customers and was negligent in the handling of the {$16000.00} cash withdrawal. Had the teller done any of the following, it would have prevented the {$16000.00} cash withdrawal and scam from happening : Asked, Is everything was OK? once they noticed the card I was attempting to use was already reported as lost on the account screen she was looking Looked through the account history for similar size of cash withdrawals and noticed there had never been a history of a large cash withdrawal over {$2000.00} for a XXXX person Bank Follow Up on Status of Request for Reimbursement due to negligence : - Called the fraud department and spoke with XXXX from the Wells Fargo XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
- She stated that the initial case for the ATM fraud, case XXXX XXXXXXXX was closed and transferred to a new case XXXX XXXXXXXX. 
- When she was reviewing the case details for case XXXX XXXXXXXX she stated that the claim request for reimbursement was denied. 
- I asked if the case details included the details of the negligence we discussed with the branch XXXX in training and she reviwed the notes and placed us on hold. 
- When she came back from hold, she stated that she ended up creating a new escalated case for the XXXX department to review and heavily documented the bank negligence details we provided. ( It appears that the bank negligence information was excluded from the case details. )

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