Consumer complaint received 2025-09-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: WELLS FARGO & COMPANY
State: MN

Complaint narrative:
XXXX I went to the Wells Fargo bank ATM located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX MN XXXX, somewhere between XXXX. I rode my blue XXXX XXXX I inserted my debit card, chose deposit and on 2 cameras recording me proceeded to insert XXXX {$100.00} bills. The ATM took my cash. It started the count. The count got to {$2500.00} on the screen and it stopped counting. The ATM then proceeded to ask for the amount I inserted, which I input as {$2600.00}. It gave me a receipt stating the amount needed to be reviewed and that a provisional credit of {$0.00} will be credited to my account. Took the money and afterwards the ATM stated it was then down and nothing else could be done on the machine. 
XXXX I go into the branch and ask for some help, as the bank was closed on Saturday the XXXX. They stated there was nothing they could do and to only call the number on my receipt. 
I went home and called the number, they had me file an ATM claim : # XXXX. Told me they would be looking into it soon. 
XXXX Wells Fargo credited me with the total amount that I insert into their ATM, totaling {$2600.00}. Awesome they looked into it and verified my cash deposit. 
Now over a month later... 
XXXX I received a voicemail from Wells Fargo ATM claims. My phone auto denied the call due to being " scam likely ''. They were Wanting a call back to discuss the claim. I was on vacation being it was XXXX XXXX weekend and was not able to call them this day. 
XXXX I get a 2nd voicemail around XXXX from Wells Fargo XXXX Granted I was still at work that Tuesday and unable to contact them back until after work. They stated they have concluded their investigation into my ATM claim. Their review of my deposit being initially credited correctly for {$0.00}, based on the review of the items in my deposit. They then stated they will be reversing their {$2500.00} credit on XX/XX/2025. I requested copies of documents used to make their decision and asked for 3 copies. 
XXXX I go into a different Wells Fargo branch in the near city of XXXX MN XXXX I go in there to close out my savings account. The banker there named XXXX said he can file a complaint and escalated it to the top to hopefully get more answers. 
XXXX They get back to me about the complaint, and told me that they stand by their first decision as I correctly deposited {$0.00} into an ATM for a cash deposit. 
XXXX Wells Fargo reversed their credit of {$2500.00} saying my initial credit of {$0.00} is still correct... somehow. 
Still to this day I have no documentation proving anything of their research or decisions they made based on the review of my deposit. It has been 3 weeks almost since requested. 
There is no way anyone including Wells Fargo that you can " correctly deposit '' 1 XXXX into an ATM. You can not insert change. This has been one of the most stressful moments of my life. That money was for rent and they took it away. 
I have been a member of Wells Fargo for 27 years. My parents have been for even longer. They started my account when I was XXXX to start saving. And this is how they treat valued members I want nothing to do with it. My parents will also be closing all ties with Wells Fargo over this fiasco. 
I hope others can learn from this predicament. 
Thank you for taking the time to read my complaint.

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