Consumer complaint received 2024-01-09
Company: WELLS FARGO & COMPANY
State: NY
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, New York XXXX XXXX XXXX XX/XX/XXXX Wells Fargo Bank Attn : XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Dear XXXX XXXX, I hope this letter finds you well. I am writing to express my deep concern and disappointment regarding an incident that occurred at the Wells Fargo branch located at XXXX XXXX XXXX, XXXX, CT XXXX. The incident involved racial profiling and discriminatory behavior on XX/XX/XXXX, and I feel compelled to bring this matter to your attention. 

On the aforementioned date, while parked inside my vehicle outside the Wells Fargo branch and preparing to meet with the branch manager, I was approached by XXXX XXXX. 

He mentioned that a call had been made by someone at the bank reporting a " suspicious person '' inside the vehicle. I clarified to XXXX XXXX that no crime had been committed and that I was both a Wells Fargo customer and a business banker affiliated with Wells Fargo. 

Despite my explanation, XXXX XXXX indicated that he would reassure the caller that there was no cause for concern. I insisted on entering the branch with XXXX XXXX, as I had intended to speak with the Branch Manager regarding a client matter. 

Upon entering the branch together, the Branch Manager, XXXX XXXX XXXX, unexpectedly addressed me by name, stating, " Hi XXXX, '' which took me by surprise as I had not previously known the manager 's name. 

When XXXX XXXX asked for the name of the person in charge, XXXX XXXX identified himself. This sequence of events strongly suggests that I was targeted and profiled based on my race or appearance, which is deeply troubling and unacceptable. 

Furthermore, it was revealed that it was XXXX XXXX who had called the XXXX Police department, citing concern about a XXXX male in a XXXX XXXX XXXX appearing suspicious. 

This was shocking and surprising, as XXXX XXXX was well-acquainted with both my identity and my frequent visits, including recognition of my vehicle. 

In the aftermath of this incident, XXXX XXXX repeatedly apologized, stating that it was not anything regarding the XXXX of your skin or anything. I found this comment particularly unsettling because I had not brought up the XXXX of my skin in our conversation. His unsolicited assurance only served to highlight the racial undertones of the situation. 

In a regrettable attempt to ease the situation, XXXX XXXX remarked about my vehicle, expressing a desire to own one, to which I responded in an attempt to diffuse tension by offering to purchase such a vehicle for him or anyone within the branch. 

This prompted XXXX XXXX to acknowledge the inappropriate nature of the situation, expressing remorse by remarking that he hoped the perception did not align with the reality of the situation or imply any XXXX bias. I, in turn, reiterated that perception often forms reality, and I found it disconcerting to be profiled despite my established presence as a customer within the branch. 

Such prejudiced actions not only violate basic principles of respect and fairness but also contradict the values of inclusivity and equality that any reputable organization should uphold. Racial profiling has no place in any institution, especially not one as esteemed as Wells Fargo. 

I am compelled to request immediate action to address this matter. I urge you to conduct a thorough investigation into this incident at the XXXX branch, ensure that appropriate measures are taken to prevent future instances of discrimination or profiling, and provide comprehensive training for all staff on diversity, equity, and inclusion. 

I believe that it is imperative for Wells Fargo to take proactive steps to rectify this situation and demonstrate a commitment to fostering a welcoming environment for all customers and employees regardless of their race, ethnicity, or appearance. 

I kindly request a prompt response detailing the actions that will be taken to address this issue. I can be reached at XXXX or XXXX for any further discussion or clarification required. 

Thank you for your attention to this matter. I sincerely hope that Wells Fargo will take decisive steps to uphold its values and prevent such incidents from recurring in the future. 

Sincerely, XXXX XXXX

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