Consumer complaint received 2024-07-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WELLS FARGO & COMPANY
State: VA

Complaint narrative:
XXXX XXXX Wells Fargo XXXX XXXX Claim Number XXXX Checking number ending in XXXX Debit ending XXXX Initial ATM issue XXXX XXXX  XX/XX/XXXX * I went to the atm as I have to frequently do to pay my babysitter. I was distracted and drove away before the ATM dispensed my money. 

Incident Reported to XXXX and Fraud case Open XX/XX/XXXX * I called to see if I could report this and was told yes. That the ATM machine should have taken it back in Provisional Credit XXXX XXXX Call to understand why it was determined my money wouldn't be returned and to ask for documentation XX/XX/XXXX ( note : no document EVER received ) *Received a letter in the mail telling me there was no ATM fault. This made no sense. I didn't say it was an ATM fault. I said I left the money and the ATM should either be over {$200.00} that day OR someone took my money. I called to explain this and was told I was asking for documentation. I never received any documentation explaining this to me. I was actually told this letter is just a form letter and the ACTUAL reason I wasn't being refunded is because the ATM wasn't over - meaning someone took my money. WHY wouldn't you tell me that so I can file a police report - I'll tell you why, you don't want to have to give me that money back. 

Provisional Credit deducted XXXX XXXX Call to understand if I have other options and told to call a different dept mon to fri XX/XX/XXXX *This person told me my claim was filed incorrectly and that he had seen this before. He gave me a number to call during the week. 

XXXX Call to one department who then transferred- this person tells me someone took my money and to go to the bank if I want a video to file a police report XX/XX/XXXX *Called the initial department given on Saturday, had to be transferred. This person advised I have to go to the bank to get a video clip so I made an appt at the bank the following day. 
Bank visit and then banker call to XXXX- this is when I was told I have to go to the police first XX/XX/XXXX *the banker had no idea what this process was. She was on the phone for XXXX min trying to figure it out. Only to be told that I have to bring in a police report first. 


In summary, I'm a XXXX year customer who made a mistake. It is clear to me that this company has no well documented, well circulated or well trained policy on ATM claims. The fact that not a single person I interacted with gave me the same information is appalling. The fact that you would make it SO insanely difficult to get footage to file a police report is reprehrensible. This company has committed known customer-based fraud in the past and I'm sure that's what's happening here. The compliance violations, even internally, have to be insane. I do plan to report this same information to the CFPB and OCC.

Literally, all I wanted you to do was the right thing. I made a mistake. The ATM should have taken my money back, which I still have no proof even happened, OR, you should support me in filing a police report. EIther way, you could have given me back the money. it was {$200.00}. and now all of this.

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