Consumer complaint received 2024-02-06
Company: WELLS FARGO & COMPANY
State: FL
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Opening an account
Sub-issue: Unable to open an account

Complaint:
I am writing to formally register a complaint regarding the unprofessional conduct and discriminatory treatment I experienced during my recent visit to The Wells Fargo bank branch located at XXXX XXXX XXXX, XXXX, FL, on XX/XX/2024. My appointment, scheduled for XXXX XXXX  to open a business account, was marred by a series of distressing interactions with your staff. 

Upon arrival, I was greeted by XXXX XXXX XXXX, whose demeanor initially exuded professionalism and enthusiasm to assist me. However, the atmosphere shifted significantly upon my introduction to Small Business Banker, XXXX XXXX XXXX ( XXXX XXXX / XXXX ). 

XXXX XXXX 's demeanor was notably different from XXXX XXXX ', displaying signs of annoyance and impatience from the onset. Despite her demeanor, I proceeded with the meeting as I presumed her behavior was unrelated to our interaction. 

Throughout our discussion, XXXX XXXX 's approach became increasingly confrontational and uncooperative. She exhibited a dismissive attitude towards my queries and appeared determined to find reasons to deny assistance. Notably, she expressed skepticism regarding my eligibility to open a business account due to my lack of an existing personal account with Wells Fargo. 

Furthermore, XXXX XXXX 's insistence on specific documentation, such as the IRS letter containing the EIN, was communicated ambiguously and inconsistently, leading to unnecessary confusion and delays. When I attempted to provide the required information, she interrupted me and demanded it be sent to her email, causing further frustration. 

Moreover, her insistence on aligning the business address with state records, regardless of practical considerations, seemed arbitrary and contrary to Wells Fargo 's stated policies. This was later corroborated by my independent verification on Wells Fargo 's website and confirmation from an " Escalation Representative '' from the Business Department. 

The situation escalated upon the arrival of Senior Program Manager, XXXX XXXX XXXX, whose demeanor was confrontational and adversarial from the outset. Despite my attempts to seek clarification and understanding, XXXX XXXX responded with aggression and hostility, resorting to loud and disrespectful tones. 

He repeatedly interrupted me and refused to address my concerns, insisting that I accept XXXX XXXX 's assertions without question. When I attempted to express my confusion and seek clarification, he became increasingly agitated and raised his voice, dismissing my inquiries with contempt. I was then denied the opportunity to open an account and I was asked to leave the premises by XXXX XXXX. 

The culmination of their behavior, including mocking laughter directed towards me, was deeply upsetting and unacceptable. I am appalled by the lack of professionalism and courtesy displayed by XXXX XXXX and XXXX XXXX throughout our interaction. 

Moreover, upon reflection, I can not disregard the possibility that their treatment of me was influenced by discriminatory biases. As a XXXX Veteran with visible tattoos, I can not overlook the potential role of prejudice in their demeanor towards me.

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