Consumer complaint received 2024-12-27 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: CO

Complaint narrative:
On Saturday, XX/XX/XXXX ; I access the walking XXXXXXXX XXXX XXXX XXXXXXXX identified with Terminal ID XXXX, at XXXX XXXX XXXX XXXX XXXX  XXXX, XXXX XXXX, XXXX approximately at XXXX, and processed a withdrawal transaction for {$600.00} ( XXXX XXXXXXXX XXXX  ) with a charge for transaction fee of {$3.00}. ( XXXXXXXX XXXX XXXX XXXX XXXX ) I heard the machine noise that is produced as it is dispensing my money, but I did not received the cash. I had my cell in my hand and looked at my account and did not see it was charge, so I process another transaction of {$600.00} and got an error " Too much. Try another amount, which I did for {$500.00} and for {$400.00} with and error then Transaction Denied it was then XXXX, so I checked my online banking again to noticed the total amount of {$600.00} was charge to my account. 
I called my bank ( WELLS FARGO ) and filled a complaint immediately ( # XXXX ) while I was still at the ATM location, and I was told XXXX to XXXX business day to get a resolution. 
I decided then to withdraw the remaining amount of {$100.00} with the hope of getting the {$600.00} but I only received the {$100.00} ( XXXXXXXX XXXX ) at XXXX. 
I called WELLS FARGO ATM CLAIMS back ( XXXX ) on the first immediate business day which was on Monday, XX/XX/XXXX, as I needed my money ; but all contact were negative. My concern was also escalated, but to my surprise I received an email on XX/XX/XXXX from WELLS FARGO LINE OF BUSINESS EXECUTIVE OFFICE signed by XXXX XXXX that is read textually " We have confirmed that on XX/XX/XXXX, the Claims Assistance Center completed their research and determined that the transaction was correctly charge to the account. As a result, we are not able to reimburse you. If you have any further questions contact our CLAIMS ASSISTANCE CENTER at XXXX which I did and reopened my claim ( XXXX ). One of the agent I spoke to, responded Its a final resolution your account will not be credited as we have photo and videos of the transaction. I became more frustrated and contacted the XXXX XXXX  branch at the location incident and spoke to an escalated resolution manager with the name of XXXX who advised was unable to file a complaint as I was not a XXXX customer and the card I used was a non-XXXX  card, but she could confirm that they have not received any audit request of their ATM by WELLS FARGO and that I needed to contact my bank. 
Concern : If XXXXXXXX XXXX have not received an audit request of their ATM terminal from WELLS FARGO, how could they have completed research to confirm and determine a non-reimburse of my funds and closed my case ( email letter attached ) Pushing further I called back WELLS FARGO ( XXXX ) on XX/XX/XXXX, to re address my concern, now with details that they never contacted XXXXXXXX XXXX and requested for an audit of the ATM and was on the phone for over an hour, to be advise I will be contacted by a case resolution manager, but I havent been contact and I feel that WELLS FARGO representatives are just given me a run around. 
On XX/XX/XXXX, I received a second email we received your concerns with a different claim number, but with the original date of claim ( XXXX ), advising an additional 10 days to research and respond. 
Concern, I do not agree to the frame time requested, as WELLS FARGO did not process my claims the correct way ; by NOT CONTACTING THE XXXX XXXX  ATM BRANCH and REQUESTING AND AUDIT OF THE ATM TERMINAL IN CONCERN. 
As of today XX/XX/XXXX, I have not been REFUNDED, reach out or given a resolution towards my claim.

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