Consumer complaint received 2024-09-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: WA

Complaint narrative:
The event happened, in XXXX XXXX I made a cash deposit at a branch located in XXXX XXXX on XXXX XXXX, or " XXXX XXXX XXXX '' I used the branch atm, where there are multiple cameras present at the machine. The deposit amount was {$3000.00}. at the time of reporting the funds not being deposited, or showing that it was in a pending state ; the atm claims department opened the claim. I asked for a provisional credit, and they mentioned that could take up to XXXX days. After two weeks, and calling in multiple times for an update I was told later that the claim had been closed 2 days after the claim had been opened. I asked why it was that I didn't get any notification that the claim had reached a resolution? In which they responded that there wasn't any kind of policy that was consistent with that kind of notification. In which I responded with the fact that's how I have been notified in the past with two other claims. 

This conversation with the claims manager ranged from explaining all of my interactions with the machine, and to understanding how the machines perform, and correspond with the server, or in other words, what kind of pings get created within that process. In which I learned that there are such things as " XXXX '' pings that are associated with every interaction with the machine. Thus my response, that their statemen that there was no evidence that I interacted with that machine is inconsistent with there statement about how the machine sends that relay information in pings to the server. And to top off the fact that they hadn't checked any cameras, was also included in their response by default as I offered the question about if that had been checked or not? 

There were forms of retaliation that followed in including deposits being denied, or stopped after the claim was opened, and through multiple atm 's I wasn't able to make deposits, which further pushed back my late payments that I was trying to pay for with the original deposit. 

These forms of communication or lack of were outside the time frames of operating a claim in accordance to the OCC. They also had lied about certain known truths of the information I gave in a statement, and their outcomes. This was essentially stealing from a customer, and lieing about the findings within the investigation. 

1. ( the provisional credit wasn't initiated until approx. 3 weeks later after the claim had been opened. ) 2. ( The provisional credit was later re-absorbed by someone from the office of the executive branch who said it would be effective XXXX XXXX. which actually was executed on XXXXXXXX XXXX. ) Both of these events had significant negative effects on my financial life, and abilities to keep legitimate payments to the respective lines of credit I had at the time and conitinues to this day as it is an outstanding debt with a freeze on my account until it is paid back in full also effecting my credit and ability to pay bills including car payments, rent, insurance, phone bill etc. 

This bank was WELLS FARGO in Washington State.

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