Consumer complaint received 2023-08-24
Company: WELLS FARGO & COMPANY
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
In XXXX I saw a promotion to open a new checking account with Wells Fargo with a reward of {$300.00}. I clicked on the link of the promotion on their website and went ahead and opened the account. I completed the terms of the promotion by setting up my direct deposit, made the required deposit and waited 90 days to receive my {$300.00} bonus. 
After 90 days, I never received my {$300.00} bonus. I called Wells Fargo and they said a promotion # was never assigned when I clicked the link to open my new account. They directed me to a supervisor who said he would review my request and they never responded to me. This promotion is an ongoing promotion and I do not understand how they can not fix this. Dealing with Wells Fargo customer support is very frustrating because they can never resolve anything. 

Wells Fargo *How to qualify for your {$300.00} bonus Eligibility Requirements : This offer is for new checking customers only. All Wells Fargo consumer checking accounts are eligible for this offer with the exception of checking accounts offered by Wells Fargo Private Bank. 
You must use your bonus offer code at account opening when you apply for a new eligible Wells Fargo checking account. 
You are not eligible for this offer if : You are a current owner of a Wells Fargo consumer checking account You have received a bonus for opening a Wells Fargo consumer checking account within the past 12 months You are a Wells Fargo employee Bonus Requirements : Open a new Wells Fargo consumer checking account with a minimum opening deposit of {$25.00} by XX/XX/2023. All account applications are subject to approval. 
Within 90 calendar days of account opening ( the " qualification period '' ), receive a total of {$1000.00} or more in qualifying direct deposits to your new checking account. 
A qualifying direct deposit is an ACH ( Automated Clearing House ) automatic electronic deposit of your salary, pension, Social Security, or other regular income into your bank account. Confirm with your employer or the agency or company making these payments that they use the ACH network. 
Transfers from one account to another, mobile deposits, or deposits made at a branch, or ATM don't qualify as a direct deposit. 
A direct deposit made available early with Early Pay Day does not count toward the bonus requirements until it posts to your account and is no longer pending ( e.g. the pay date scheduled by your payor ). 

Bonus Payment : Once the 90-day qualification period has elapsed, we will determine if you have met the offer requirements, and will deposit any earned bonus into your new checking account within 30 days. 
The new checking account must remain open throughout the 90-day qualification period and at the time we attempt to deposit any earned bonus payment. Please note that an account with a XXXX balance may be closed by us without prior notice, as further described in the Deposit Account Agreement. 
You are responsible for any federal, state, or local taxes due on the bonus and we will report as income to the tax authorities if required by applicable law. Consult your tax advisor. 

Additional Terms and Conditions : Offer expires XX/XX/2023. However, offer may be discontinued or changed at any time prior to the expiration date without notice. 
Offer can not be : Paid without a valid U.S. Taxpayer Identification Number ( Form W-9 for U.S. persons including a resident alien ). Non-resident aliens, signing Form W-8 are not eligible for the offer.

Combined with any other consumer deposit offer ( limit one bonus per customer/account ). 
Reproduced, purchased, sold, transferred, or traded. 
The actions required to earn this bonus are separate and distinct from the options available to you to avoid any applicable monthly service fee for the checking account you opened. 
Talk with a banker or see the Consumer Account Fee and Information Schedule and Deposit Account Agreement for complete checking account details, including the applicable monthly service fee and options to avoid

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