Consumer complaint received 2025-08-13 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: MN

Complaint narrative:
Wells Fargo Bank XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX  ATM use on XX/XX/XXXX at XXXX Ate my checks ( XXXX checks, {$800.00} ) without registering any deposit. 
I called while parked at ATM for about XXXX minutes and initiated a claim. I had ALL the info - checks, amount of each, ATM #, time of day, etc. etc. 
* The number on the ATM is the general banking number and I was routed through multiple departments before being able to start a claim ( the WF staff were confused and unhelpful- this pattern has continued ) Wells Fargo took from XX/XX/XXXX to XX/XX/XXXX to make decision to deny my claim. 
I have to wait XXXX more days to get the evidence they used. 
Tired of waiting and being told ( see more below ) that there is no other recourse for me, I have taken steps to get the checks reissued to me. I did not take this action before because of the extreme difficulty in doing this. It will take weeks, and possibly until XXXX to get these checks again. XXXX of the check issuers is XXXX  and does not use a computer or mail checks. 
Wells Fargo offered in a letter to reimburse check issuers any stop fees. This XXXX  person had to pay XXXX XXXXXXXX to do the stops.... a total of {$100.00}. * this letter did say I had 15 days to do my parts, which I did call about and say that was not possible. Why not possible? They wanted the check issuers to send copies of the front and back of each check. As noted, one of my check issuers ( for several of the checks ) is XXXX, lives a XXXX XXXX XXXX away from me, would not have copies of the checks, and doesn't mail checks. I knew this was way too much to ask, which is why I waited for the investigation. I knew my checks were in the machine and figured they would locate them when the ATM was eventually emptied. 

Once I received the notice ( on XX/XX/XXXX ) that Wells Fargo did not find any error in my ATM deposit ( well, there was no deposit since my checks were just plain " eaten '' ) I called the number on the denial letter and requested the information about how they made their decision. I wonder if they viewed the video evidence or even looked for the checks in that machine ( HIGHLY doubtful ). XXXX, who I spoke with on the morning of XX/XX/XXXX, informed me that my case is completely closed and there is NOTHING else I can do/send in to get WF to revisit that decision. 
Given what XXXX said, I decided to go through the great hassle of getting the checks reissued to me. As noted, this involved incurring {$100.00} of stop fees ( no one has the original checks, apparently - perhaps someone with the XXXX XXXX car company just threw them out? Perhaps some WF employee pocketed them - who knows?. No one can even tell me what happens to the checks inside the ATM! Does anyone at Wells Fargo even know? ) Of course, no one will reissue checks unless the old ones are STOPPED. 

I visited the branch at XXXX XXXX on XXXX and told XXXX XXXX XXXX the whole ordeal and that I just want the stop fees reimbursed at this point. I showed him the letter where Wells Fargo offers to make this reimbursement ( it doesn't say how it would ). Please remember, that I DID respond to that letter with a phone call ( noted above ). XXXX spent an HOUR with me ( also getting run around through WF many departments ) and spoke with escalation team. XXXX told that I would get a call within a few days ( I asked if I could expect this by XX/XX/XXXX and he said " yes '' ). In that call, XXXX said, I would be given instructions for connecting the XXXX person, their bank ( XXXX XXXX  ), and WF bank such that the XXXX  person could receive their {$100.00} reimbursement. 

Instead, on the morning of XXXX I received an email from the WF escalation team saying that they were " investigating '' and it would take up to 10 days. 
I repeatedly received these 10 day letters ( I have XXXX that I have saved ) on the original ATM claim. It took 42 days ( not XXXX ) for them to do their investigation. 
Thus, my heart sank when instead of what XXXX XXXX informed me would happen, I seem to have entered another waiting game. 

The runaround and shuttling through departments, the lack of any sound information ( like knowledge of when an ATM is emptied or what actually happens to those physical checks in there- I have asked repeatedly and no one knows ) is astounding to me. Watching XXXX XXXX at the local branch face the same issues I did of repeating the same info on the phone at least XXXX times - the power given the branch officials is dismal. They know nothing. No one knows anything, quite frankly. 

XXXX XXXX and the manager at the XXXX XXXX XXXX WF branch told me they have MANY MANY problems with their ATM, and have been telling corporate about them. This is inexcusable. 

GET YOUR ACT TOGETHER WELLS FARGO. I have spent a full work day of my time now trying to get a dumb {$800.00} of checks deposited after your ATM ate them. Meanwhile - I have easily cost you nearly {$800.00} of administrative mumbo jumbo - I have received many emails, mailed letters, and spent time on the phone and in your branch. The vast majority of those letters and emails have told me ONE thing : WAIT LONGER. 

YOU CAN DO BETTER! Today was the last straw. After talking with the local branch and being told I would get a PHONE call within a few days ( by XXXX ) that would set up a XXXX way phone call to reimburse the stop payments- something Wells Fargo had ALREADY AGREED TO DO. I instead, get an email saying it will take 10 days to " investigate ''.... 
I called the number in that email and they asked me XXXX for an " extension '' ... none was given in the email. I spoke with XXXX in customer advocacy, who said " you just have to wait ''....... 
I've done enough of that. 
I have tried XXXX times this morning to reach a banker at the XXXX location ( a XXXX XXXX XXXX from me ), and the phone system says they are busy. 
I do not understand what there is to " investigate '' at this point. I am supposed to be contacted about getting the {$100.00} stop payments reimbursed. 

I am not attaching documents. All I have is the letters Wells Fargo sent to me.

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