Consumer complaint received 2023-12-03
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
This is a correspondence regarding closed complaint case # XXXX. In Complaint Case # XXXX, when I opened one checking and one saving account on the same day, I expected to receive a {$300.00} new checking promotional bonus and a {$520.00} new savings promotional bonus. However, after waiting the required 90 days, I only received the {$300.00} promotional bonus for my new checking account, but the {$520.00} still hasn't arrived. 
I contacted Wells Fargo three times seeking answers. 
The first contact was via phone with a customer representative and I was told that I would not have the required balance at the end of the first period. This is not true. The second contact was with the branch manager in XXXX CA, XXXX XXXX, and was told that I was only eligible for one of the two promotional bonuses, under the terms " You have received any other consumer savings offer bonus or promotional rate that required a bonus offer code within the past 12 months. She even called the authorities and spoke with a representative who confirmed what she had just told me. I told her that even though what you said was true, why did Wells Fargo chose to give me a bonus of {$300.00}? instead of {$520.00}. There is a difference of {$220.00} between the two. She said she could send a message asking why Wells Fargo gave me {$300.00} instead of {$520.00}. She kept telling me that even though I opened a savings account and a checking account at the same time, I only can get one of two promotional bonuses. She ruled out other possibilities such as slow payment processing. and insisted that I just could get one promotional bonus within 12 months. 
I completely disagreed with XXXX. So my third contact with Wells Fargo was through efpb. After more than two months of waiting for further research from them, XXXX XXXX from Wells Fargo sent me an email on XX/XX/XXXX stating, " After further research, we were able to confirm that you were eligible for a promotion bonus offer for of {$520.00}, when opening a Wells Fargo XXXX Savings account. '' However, they were unable to deposit the {$520.00} into my new savings account because I did not keep the account open within 30 days of meeting all the offer requirements. 
XXXX also said : " We also spoke to the branch XXXX and they advised that they offered to look into the missing bonus payments but you requested closure. '' I totally disagreed with XXXX. The reasons are as follows. 
1. ) The branch manager XXXX said I would only get one of the two promotional bonuses. She told me she did not know why I just got # XXXX instead of {$520.00} either. She said she could send a message to the Authority to ask why Wells Fargo picked the least bonus of {$300.00}, not the highest XXXX {$520.00}. The missing bonus payout XXXX wanted to research was {$220.00}, not the full bonus of {$520.00}. 

2. ) XXXX blames me for not waiting 30 days instead of blaming your branch manager for misleading the customer by providing wrong information. This is irresponsible and ridiculous. 
You have admitted that I was eligible for a {$520.00} promotional bonus when I opened a Wells Fargo XXXX Savings Account. 
Your answer is completely opposite to the answer I got from the branch manager. 

The thing is- if the branch manger ever told me I was eligible for {$520.00} and would receive it in 30 days, I would be willing to wait and not close the savings account, but instead of doing that, she called and talked to a representative to try and convince me that what she was telling me was the truth -- I am not eligible for {$520.00} promotional bonus. In this case, whats the point of keeping a savings account? 
I chose to trust your branch manager, but now XXXX is using my trust as an excuse to not give me the {$520.00} bonus I earned. 
I'm not sure if the branch manager intentionally or unintentionally misled me into closing my account to avoid paying the promotional bonus. 
Wells Fargo has to accept full responsibility for my {$520.00} loss because one of your employees misled a customer into closing the account by providing incorrect information.

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