Consumer complaint received 2025-04-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
Here is all the info needed, I appreciate the consideration to look into this matter. 
XXXX XXXX XXXX XXXX XXXX # : XXXX Bank Account # : XXXX On XX/XX/XXXX at around XXXX PST, I deposited {$2900.00} into the ATM outside the Wells Fargo Branch located at XXXX XXXX XXXX XXXX XXXX XXXX , CA XXXX. 

I deposited a stack of cash and the ATM did not accept about {$22.00} because the bills were folded. I kept the money that was folded and proceeded to deposit the amount the ATM accepted and counted : {$2900.00}. 

I checked my Wells Fargo app in my car before leaving the bank and the transaction or money did not appear in my checking account. I entered the bank and the bank staff notified me that they could not handle any claims with ATM 's located outside the branch, those claims are handled by Wells Fargo corporate. At XXXX I made the first call to Wells Fargo to discuss the issue. All the calls are recorded. The representative stated that the ATM registered the cash deposit as a check, and therefore a fraud alert was initiated. 
I was confused and concerned by this, but Wells Fargo assured me that in this case, the money was kept in the ATM for further review. 
I asked several times if my money was safe, and they assured me that it was and I would have to open a claim to investigate the issue. 
This is when I left the premises. 
I made about 2-3 calls later that day at around XXXX XX/XX/XXXXto get reassurance that my cash was safe and I was assured that it was and that " everything will be fine, you will get your money back '', as stated by the representative ( This is a paraphrased quote. The actual statement can be retrieved from their phone call recordings ). 

My claim was then opened, I received provisional credit for the amount, and about a month later on XX/XX/year> I received the news that my claim was completed. 
Wells Fargo concluded that " an error did not occur '' with their ATM and that the credited amount would be reversed. 

I called for clarification on what this meant, they told me over the phone that according to the camera footage, after I walked away, the money was shot back out by the ATM and someone took the money. 
Claiming that I should've waited and since someone took the money it is simply an " unfortunate loss ''. 
However, I only walked away once the transaction was completed. Meaning, I waited till the ATM finished the transaction and the " Welcome '' screen came back up. This Welcome screen means the ATM is ready for a new customer and any reasonable person can assume their transaction is complete and their money is safe. 
I pushed back with my statement and requested that their team look into what exactly was on the screen the moment I walked away, and they are currently investigating that. 
I am devastated by the way Wells Fargo has handled this situation. They provided me with false and misleading statements in the beginning claiming my money was safe in the ATM when it was not, and that I would " get my money back '' when I was not going to. 

After I provided their claims department with these statements by the first representatives, they said that their statements are not valid because they were made prior to the investigation. However, the representatives were confident with their claims and assured me my money was safe. Wells Fargo refused to take these false and misleading claims into consideration. 

I asked that the CFPB look into this matter and hold Wells Fargo accountable for the error by their ATM. 
Thank you.

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