Consumer complaint received 2021-12-18
Company: WELLS FARGO & COMPANY
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
Wells Fargo is not offering credit to its low income account holders who have banked with Wells Fargo over 10 years or more. Wells Fargo withdrew its secured credit cards, and makes no attempt to create an alternative to the secured credit it had offered prior to XXXX. Wells Fargo does not offer any means of low income account holders or offer to discuss with low income account holders, how they may obtain credit given Wells Fargo 's existing requirements. Wells Fargo discriminates against these consumers at all of its local branches in XXXX, FL by failing to diversify its staffing, failing to hire, retain or train employees who are best suited by language or race to administer Wells Fargo credit, mortgage, commercial credit and lines of credit at its locations in XXXX, FL. 

The bank has a sad history in the city of failing to implement any type of diversity at its branches, so low income consumers are treated as if they are invisible and their credit building, access to mortgages, access to products that enable them to build, recover or obtain credit. Wells Fargo has failed its low income customers by creating preferences of customers and staffing in its locations in XXXX, FL. 

The last visit to a Wells Fargo branch in XX/XX/XXXX to its XXXX XXXX XXXX XXXX branch in XXXX, FL the bank refused to cash one of it's own cashier 's checks and held the check for more than four hours while its employees and manager gave clear or reasonable explanation as to why the check was held. The bank refused to cash the check or process the transaction for between 3-4 hours. I spoke to the manager and employees there and was given no explanation as to why a Wells Fargo issued cashiers check was not cashed or deposited into a Way to Save checking account. 

Wells Fargo locations in XXXX, FL discriminate routinely against customers, and require the customer to produce so much identifying information at its branches with its sit down representatives customer 's privacy, customer dignity and customer service is totally traded for invasively aggressive practices and tactics for identifying its customers. The reps at the XXXX, FL locations have no knowledge of who their customers are, what their needs are, or the types of banking services that would benefit them. 

The local branches have failed to hire and retain diverse staff who can service all members of its community. Wells Fargo has also failed to specifically enact marketing programs to assist low incomes consumers with their consumer priorities such as to build credit, gain access to home mortgage loans, access secured credit so credit may be built back after bankruptcy. 

I have had to call the 800 line to access to routine banking that would normally be accomplished at a local branch of the bank because the staff, the reps, the sit down reps were so overly intrusive about identifying information, or did other types of offensive servicing such as refusing to cash or deposit a wells fargo issued check. The branch reps are not diversitied and therefore they are not accessible to consumer account holders to discuss planning needs, building credit, or home financing. 

Wells Fargo as a company is not marketing or making its services user friendly at its branches. Customers will be held waiting in line at the bank for an hour or longer to access basic services bc the branch does not understand efficiency and the staff who were hired do not represent a diverse group at any of the XXXX, FL branches. The services are slow, inefficient, against Wells Fargo 's own corporate policies and poorly applied at its branches in its local community.

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