Consumer complaint received 2019-10-07
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
My Name is XXXX, I received a new account opening promotion in the mail from Wells Fargo In XX/XX/2019. After looking over the promotion and the qualifications. I decided to open a checking account with them. The criteria was I could go online or call over the phone and provide my personal offer code. If I was to set up and receive a cumulative monthly total of XXXX in direct deposits for three consecutive months within 150 days of account opening I would get XXXX into my new checking account within 45 days. I called to open the account in XX/XX/XXXX over the phone and spoke with XXXX XXXX who assisted me over the phone to open the account. I provided her my personal offer code and we discussed the qualifying direct deposits. She provided me her personal number and extension which is XXXX ext XXXX. After the account was confirmed opened I started my direct deposits. The dates and the amounts of my ACH direct deposits are as followed : XX/XX/2019 ; XXXX XXXX XXXX XX/XX/2019 ; XXXX XXXX   XXXX XX/XX/2019 XXXX XXXX XXXX XX/XX/XXXX total direct deposits= XXXX XX/XX/2019 ; XXXX ACH  ; XXXX XX/XX/2019 ; XXXX XXXX XXXX XX/XX/2019 ; XX/XX/XXXX XXXX XX/XX/XXXX total direct deposits= XXXX XX/XX/2019 XXXX XXXX ; XXXX XX/XX/2019 ; XXXX ACH ;  XXXX XX/XX/2019 ; XXXX XXXX XXXX XXXX total direct deposits= XXXX   XX/XX/2019 ; XXXX XXXX XXXX XX/XX/2019 ; XXXX XXXX  XXXX   XX/XX/2019 XXXX ACH XXXX XX/XX/XXXX total direct deposits= XXXX I met the 3 consecutive months at the end of XX/XX/XXXX. After not receiving the promo bonus I called and filled a complaint with Wells Fargo on XXXX XXXX I spoke with a supervisor XXXX at XXXX. She stated she would open a ticket and I should receive a call in 7 days. After 7 days I did not receive a call. I called back and spoke to XXXX   and he provided me a case number ( XXXX ). I was told to call back in 7 days. I called back XX/XX/XXXX and spoke to XXXX   at XXXX. XXXX confirmed that I met the qualifications back in XX/XX/XXXX. XXXX submitted another ticket for a case manager to review. I called back XXXX XXXX and spoke to XXXX at XXXX. XXXX   stated she was emailing " upper management 2 '', and that my case was now being investigated by the Ethics department and they could not provide me any information. About a week later I received a call from the case manager, she stated I did not qualify because my deposits were not made within my statement cycle. I rebutted and stated that NO WHERE on the qualifications or eligibility requirements did it state that the direct deposits needed to be within my statement cycle. I told her the promotion simply says XXXX in direct deposits for three consecutive months! She then said my statement cycle was from the XXXX of the month to the XXXX of the next month. I again told her that the requirements state a cumulative monthly total and I did that and didn't receive my XXXX promotion. She stated that nothing could be done because I wasn't eligible for the promotion. I told her that IF the requirement was to have XXXX within a monthly statement cycle the flyer should've reflected that verbiage. I want my XXXX and it has not been deposited in my account. This is an unacceptable business practice. Verbiage should be clear and concise without misstatements and omissions in it's disclosures. This should be an ethics violation in an attempt to collect a " sale '' without providing the consumer the promotion. I have attached the promotion flyer I received in the mail.

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