Consumer complaint received 2026-03-10 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: WY

Complaint narrative:
CFPB Complaint Improper Handling of {$18000.00} Withdrawal & Reg XXXX Investigation Failure Summary : Wells Fargo failed to properly investigate the circumstances surrounding my {$18000.00} cash withdrawal on XX/XX/year>. The teller made inappropriate comments normalizing cashbased contractor discounts, did not offer safer alternatives such as a cashiers check or money order, and did not document the purpose of the withdrawal. These failures contributed to the fraud that occurred and reflect a breakdown in required Reg XXXX procedures. -- - XXXX. Teller Failed to Follow Standard Procedures for a HighRisk Withdrawal On XX/XX/year>, I walked into the branch and requested an {$18000.00} cash withdrawal. I stated the purpose : to pay for solar panels at my boyfriends house. The teller did not : ask clarifying questions verify the legitimacy of the contractor offer safer alternatives ( cashiers check, money order, direct payment ) warn me about fraud risks document the stated purpose of the withdrawal These steps are standard for large cash withdrawals and were not followed. -- - XXXX. Teller Made an Inappropriate Comment Normalizing CashBased XXXX Discounts The teller, XXXX, responded to my explanation by saying : I know contractors they give discounts for cash. This comment : normalized underthetable cash transactions discouraged safer payment methods implied that large cash withdrawals for contractors are routine created a false sense of legitimacy influenced my decision to proceed with cash instead of a safer option This is not appropriate guidance from a bank employee handling a highrisk transaction. -- - XXXX. Another Teller Left the Area During the Withdrawal, Creating Additional Concern During the transaction, another teller walked over and said she was going downstairs to the bathroom. This was unusual given the timing and the amount of cash being handled. While I am not alleging misconduct, the behavior contributed to the overall sense that the branch was not following standard procedures for large cash withdrawals. -- - XXXX. Wells Fargo Did Not Document the Purpose of the Withdrawal Despite me stating the purpose ( solar panels ), Wells Fargo : did not record it did not include it in any investigation did not reference it in any Final Determination has not produced any teller notes This is a procedural failure. The purpose of a large withdrawal is a required part of a Reg XXXX investigation when fraud is later reported. -- - XXXX. The Banks Reg XXXX XXXX Ignored the Withdrawal Context Entirely When I later reported fraud, Wells Fargo : did not review teller notes did not interview the teller did not address the inappropriate comment did not consider whether the withdrawal was influenced by employee statements did not evaluate whether safer alternatives were offered did not include the withdrawal context in any determination A Reg XXXX investigation must consider all circumstances surrounding the disputed transaction. Wells Fargo did not. -- - XXXX. Requested Resolution I am requesting : XXXX. A complete review of the tellers handling of the {$18000.00} withdrawal. XXXX. Documentation of the purpose I stated at the time of withdrawal. XXXX. An explanation for why safer alternatives were not offered. XXXX. A review of the tellers comment normalizing cashbased XXXX discounts. XXXX. A corrected Reg XXXX investigation that includes the withdrawal context. XXXX. Reimbursement of the disputed funds if the bank can not support its conclusions with evidence. Attachment : receipt

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