Consumer complaint received 2025-07-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: NC

Complaint narrative:
On XX/XX/XXXX of this year, I made a deposit to my Wells Fargo account using the ATM located at XXXX XXXX XXXX XXXX XXXX. After clicking accept, it told me how I wanted to receive support for the deposit : text, email, or print. I clicked on the text option but never received the text message. I waited several minutes on the site to see if I received the message, but I didn't. However, it didn't occur to me to check my account at the time to realize the deposit never went through. When I checked my account the next day, I saw that the deposit was not showing up in the details. I called to file a claim and was told I would get a response within XXXX business days. But to my misfortune the answer was negative, because they tell me that according to the investigations they did the claim was denied, meaning that day there was no money left in the ATM, but I told them to check their cameras to perfectly demonstrate that I was present that day making the deposit that I was not crazy to be making things up, even days later I went to make another deposit of {$220.00} but I decided first to make one of {$10.00} to choose the option to receive the deposit support by text message, I decided to make a video of this transaction with my cell phone to see what the ATM showed me and to my surprise when I clicked on accept deposit the option to choose how the deposit support would arrive to me was not given to me, instead it printed the receipt automatically, meaning that the bank had modified the alternative to choose how to receive the deposit support., I spoke on several occasions with the customer service representatives by phone and they remained firm that this was the answer and there was nothing more to do, after more than an hour of talking to two of the operators I decided to have the call transferred to communicate with The claims department supervisor was useless as he maintained his same stance. His response was that if I didn't have any proof proving the deposit had been made, there was nothing else to do. Annoyed, I responded that my only option was to check the cameras because their own system should have sent me the text message, but it didn't. I decided to call the police at XXXX to see if they could help me. That day, XXXX XXXX answered and took my case number XXXX but they informed me that they couldn't do much because I didn't have any proof.I 'm coming to you because I have no alternative, and I truly hope you can help me resolve this situation. As I told the operators and the XXXX, I can't just sit idly by with that answer, since it's not XXXX XXXX, nor am I a millionaire enough to renounce such a claim. Furthermore, as I told them, it was money I borrowed to complete and pay the basic rent for the month, and it turns out I'm in debt to the gentleman to whom I'm paying interest plus the rent debt. I would greatly appreciate your full cooperation, since the bank made a mistake in not sending the information by text message or conducting a thorough investigation with its cameras to validate that I had indeed made my deposit.

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