Consumer complaint received 2024-01-30
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
XXXX went online to set up a new checking account with Wells Fargo. The online system gave a statement saying " at this time please set an appointment with a banker at a local branch. '' XXXX received a bonus offer code ( XXXX ) from Wells Fargo of XXXX for new account customers. It stated to provide the banker with the bonus offer code once I open my new account. 
XXXX went to my appointment with the bank at the branch. I provided the banker with the bonus offer code from my email and he stated ok everything is done and the new account is open and now just have to make a minimum deposit of XXXX}. I made a deposit of {XXXX} and the banker advised me to set up direct deposit with my job and that should clear the requirements for the bonus offer due to my income. After 90 days it will be reviewed if I have deposited at least {$1000.00} then I will be awarded the XXXX 
XXXX provided my job with my new bank account information for direct deposit. Human resources advised my first check will be a paper check then the direct deposit will start. 
XXXX I cashed my check into my new account. 
XXXX called Wells Fargo to get update on {$300.00} bonus offer. The representative stated she didn't see the offer code because I didn't setup the account online. I advised her I tried to but It advised me to go into a branch. The representative stated she will submit a form to that department since I provided the code to the banker at the branch. She stated give about XXXX days to hear back. 
XXXX called Wells Fargo to follow up on XXXX XXXX. The representative said per the notes I would have to go to the branch and they would have to submit a request for the bonus offer because I opened the account with banker and not online. I asked the representative would this cause an issue because it was opened in XXXX. The rep said no because I did everything when I was supposed to. I then made an appointment to go back to the same branch. 
XXXX went to my appt at the local branch. The banker apologized and stated it was their fault because I provided the bonus code and made the deposits as promised. The bank then called Wells Fargo to speak to a rep to see what he need to do to put my bonus offer request in. The rep advised the banker she couldn't provide info because it was past the date. The banker advised the rep that this was an issue on their end and they made the mistake. The rep said she could not help. The banker advised apologized and advised me he will fix the issue and give him about 24 hours or the next morning and he will call me. I then called Wells Fargo and asked for the complaint/corporate line because I felt I was being treated unfairly and held up my end of the bargain. The Wells Fargo rep provided me the information and apologized. 
XXXX called the banker on his number but no answer so, I sent him an email asking about a follow up and when I will be provided the {$300.00} bonus offer. I advised I was being treated unfairly and feels like this is false advertisement and I will reach out to the CFPB. He then gave me a call and advised he was working on it with his manager and I will hear back from her shortly. The manager gave me a call and stated she apologize that they did not do their part and she will fix the issue and get back to me. 
XXXX emailed the banker again and advised I have not heard anything from anyone and I need an update. The manager called me shortly after and advised she has submitted a complaint on my behalf and also working on getting me the {$300.00} bonus offer I was promised. She stated she will follow up with me once she has an update but give her some time. 
XXXX spoke to a case specialist with Wells Fargo stating she received the compliant but there is nothing she can do. As I stated to the rep this is terrible customer service and I feel used by everyone I spoke to that gave me their word. I provided the rep with all the details from beginning to end and how this is not my fault and I did everything I was supposed to but the branch failed to put the code in correctly. I advised the rep I was reaching out to the CFPB because Wells Fargo did not fulfill their promise and they continue to make it look like I did something wrong. The rep said ok and hung up.

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 monetary relief