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Woman says ATM wouldn’t dispense money, costing her over $550

By WHIO Staff

Wells Fargo ATM

By WHIO Staff

A woman says an ATM wouldn’t dispense her money, costing her just over $550.

As reported on News Center 7 at 5:30 p.m., a North Carolina woman said she spent a month trying to get her money back after an ATM didn’t dispense the $550 she attempted to get.

Carla Robinson told our sister station WSOC-TV that she tried to take out $550 from a Wells Fargo machine. The machine was standalone and was not attached to a bank branch.

She also had to pay a $3 since she’s not a Wells Fargo customer.

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“You could hear the machine clicking. ‘Click, click, click, click, click, click,’” Robinson said. “And I’m literally pushing the door like it’s not opening.”

She says she got her card back and a receipt, but no money.

“I was so upset by this time because I’m like what am I to do?” Robinson said.

Robinson spent weeks making calls and actual visits to her bank, Wells Fargo, and the Charlotte-Meklenburg Police Department.

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“I provided the receipt from the ATM. I wrote a letter, described me from head to toe, the car that I was in, the time, the van that pulled up behind me, everything,” Robinson said. “I’m in tears. Literally. Because I have mortgage due. I have a light bill due. I have everything that is due. Without my money, I can’t do anything.”

Robinson didn’t give up. She doesn’t know what finally did the trick, but says the $553 finally popped up in her account.

“Everything I went through, it was very stressful. It was very stressful,” Robinson said. “People work hard for their money.”

Wells Fargo reached out to our sister station and said, “We are pleased this issue was resolved, and we sincerely apologize for the service experience.”

Here are some steps you can take if this ever happens to you:

  • File a claim with the bank right away so it knows you tried to tackle this as quickly as possible.
  • Under federal law, the bank has to investigate a possible ATM mistake within 10 days.
  • You may want to use ATMs that are attached to bank branches (not standalone ones) and during business hours so, if there is a problem, you can go in the bank to sort it out right then and there.

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