Consumer complaint received 2026-05-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: MN

Complaint narrative:
Date : XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Location : Wells Fargo Drive Through ATM Address : XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX Transaction : Cash Deposit Amount : {$2000.00} ( XXXX X {$100.00} bills ) On XX/XX/XXXX, around XXXX, my husband and I was at XXXX XXXX XXXX XXXX XXXX XXXX making a cash deposit. As my husband inserted my Wells Fargo debit card into the card reader, entered pin code, and follow prompts to cash deposits. I was counting the bills to ensure I had {$2000.00} ( XXXX {$100.00} bills ). My husband inserted the cash notes into the cash slot to be deposited. The ATM took a good minute to count the funds. It kept recounting and after a good 5 mins, the deposit was disbursed back. We counted the returned cash, and it was {$1000.00} ( XXXX {$100.00} bills ). Out of the XXXX bills received, XXXX ( {$100.00} bills ) we ripped in half from the atm. My debit card was returned and the atm became unavailable. We did not see any contact number on the machine. The only receipt print-out received was for other Wells Fargo locations nearby. We had went online via mobile app to check if the deposit was in there and there was pending deposits. Within XXXX mins, I reached out to card services to file a claim about the atm deposit and explained what happened. The banker took note of my claim and suggest I call the claims department. She provided the number for me to call. I called the number she provided for the claims department, however, received the pre-recorded line with the working hours. We then proceed to go to our other bank to make the remaining cash deposit. I received a provisional credit from Wells Fargo for {$2000.00} on XX/XX/XXXX. XXXX - Reached out to Wells Fargo claims for status update- they have not heard back from the owner of the atm. XX/XX/XXXX - Returned Wells Fargo Claims call referencing the claim status - re-explained the cash deposit incident, banker confirmed there was torn bills in the system. XX/XX/XXXX - Received a Denial Claim from Wells Fargo concluding the findings. - Also reached out to claims department to express my frustration and a representative stated there was an additional claim noted from the previous call on XX/XX/XXXX. XXXX - Wells Fargo did a reversal of credit for {$2000.00}. - Reached out to Wells Fargo to file complaint. The banker told me someone will reach out to me within 24-48 hours. ( XX/XX/XXXX - have not heard from anyone regarding complaint, if they did, no message was left. ) XXXX - Reached out to Wells Fargo Claims to check up on complaint status. Banker requested additional information from the ATM servicer as servicer stated no such deposit occurred and/or cash funds was ejected, no torn bills or jams in the machine, which would take 10-15 days. Expressed my concern to banker ; " the atm will show we made a cash deposit and the funds were returned. The atm will not show how much was lost in the machine or returned. I know exactly how much we inserted into the machine and how much it was returned, why would I falsify my claim? Where is the rest of my deposit and the 2 torn bills?? I came back from a pawn shop to deposit funds into my account to go grocery shopping. The other day, the banker I spoke to said I was only making a {$300.00} atm claim which I was not. Really frustrated since no banker is actually listening and not sure what is going on anymore. My money is gone, someone must of taken it since it was not recorded or could be floating somewhere else. 2 weeks ago, the banker confirmed there was 2 torn pieces and now there's nothing?? '' The banker said, the notes here did not mention anything about the previous banker confirming machine found the torn bills as there is no torn bills or missing deposits from the servicer. I did not ask for an audit or a end of day atm balance until I was researching my situation online for guidance. If my cash deposit was deposited correctly, I would have not filed a claim. As of XX/XX/XXXX - I have not heard anything back from Wells Fargo Claims department.

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