Consumer complaint received 2020-09-02
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX an incident occurred at Wells Fargo XXXX XXXX XXXX XXXX, XXXX, TX XXXX. I went through the drive thru to transfer funds to pay a bill. I filled out the paperwork to process the transaction and sent it back through the drive through. I was informed that they would not be able to process the transaction due to the person not being on associated with my account. I requested for the paperwork back. The banker refused to provide the documentation back. She stated I would need to come inside the bank in order to obtain the paperwork. I informed her that I wanted it to be a drive thru process due to being in a rush. She would not give me the paperwork back and I informed her that that is not acceptable. I also informed her I was not suited appropriately to enter the bank. She stated I would have to come into the bank to obtain my paperwork back. I went in and she refused to give me the paperwork. I called the officer, in whom requested the banker give me the paperwork back. Upon leaving, during the month of XX/XX/XXXX, I spoke with XXXX XXXX the district manager to Wells Fargo XXXX XXXX XXXX XXXX, XXXX, TX XXXX. He assessed the situation, informed me that the appropriate process and protocol was not followed during my drive through at the Wells Fargo bank XXXX XXXX XXXX XXXX, XXXX, TX XXXX. He offered a XXXX customer satisfaction credit on XXXX XXXX. He apologized for the situation. I never visited XXXX XXXX XXXX, XXXX Tx, again and never spoke with XXXX XXXX again. On XX/XX/XXXX, I went to the Wells Fargo XXXX XXXX  XXXX, XXXX, TX XXXX to cash a check. I was informed that I needed to come in to cash or deposit the check. I asked the banker if it could be done through the drive thru because the amount of the check was less than the max for drive through to cash a check. She stated due to the pandemic, no one was inside of the bank and that I should come in. I went in, XXXX opened the door for me to enter. XXXX was the banker that assisted me with the cashing of the check. XXXX depicted some inappropriate behaviors towards me that made me feel unwelcome. Upon, leaving the bank I noticed the door was locked. No banker helped me open the door. I was the only customer in the bank. On XX/XX/XXXX I filed a formal complaint with Wells Fargo Executive Department with XXXX XXXX Reference no. XXXX. I was later informed by XXXX and XXXX of Wells Fargo, that this reference no. was marked as resolved, although no one had actually contacted me to actually resolve this reference no. Which was unethical by Wells Fargo. I spoke to a XXXX XXXX of Wells fargo, who filed another complaint about the handling of the case, in which was unresolved. Reference no. XXXX. I was informed a new case manager, XXXX XXXX would be assigned to the case. I spoke to XXXX XXXX on XX/XX/XXXX, who informed me the behaviors at the branch XXXX XXXX XXXX, XXXX, TX XXXX were not acceptable and that she would investigate to have me compensated for the behaviors. On XX/XX/XXXX at XXXX CST, I contacted Wells Fargo at XXXX to get in contact with the case manager XXXX XXXX XXXX instead I was transferred to XXXX XXXX XXXX the security officer of Wells Fargo XXXX XXXX XXXX XXXX She immediately interrogated me, told me that I have been going to various Wells Fargo banks to ask for credits on my accounts, and that I was threatening bankers on XXXX of XXXX. I asked her where she obtained this information, and that it was untrue. She informed me that bankers from XX/XX/XXXX, stated that I was a threat to them. I asked her why she did not contact me from an incident that occurred 1 year and 4 months ago. XXXX XXXX stated that she did call me multiple times and left multiple voicemails. I informed her that I did not receive any phone calls or voicemails. She stated I was lying. I informed her I was not, and that I could provide call records from my phone company to prove that she did not call me. I obtained the phone records. I asked her what was the purpose of our conversation. XXXX XXXX stated that she was going to close my account down due to the incident that occurred XXXX of XXXX, in which I was provided a XXXX satisfaction credit and apologized to by the district manager XXXX XXXX. Informed XXXX XXXX that no threats were made to any bankers and that this was untruthful and unethical. I informed her if the incident occurred in XX/XX/XXXX and I was provided a XXXX customer satisfaction credit for the incident. Why would my account be closed in XX/XX/XXXX. That is 1 year and 4 months later. I never received any calls about the incident. I was given the XXXX customer satisfaction credit for the incident by the district manager XXXX XXXX and never went back to the location or spoke to any one concerning the incident. XXXX XXXX also unethically stated that she and XXXX had been communicating and XXXX manager from the location XXXX XXXX  XXXX, XXXX, TX XXXX contacted me and we spoke. This is untrue, I never spoke with XXXX nor anyone from that location, why should XXXX contact, XXXX XXXX the security officer, when I have not done anything. The only conceptual reason is because I filed a formal complaint against her bankers for mistreating me and depicting inappropriate behaviors. I believe that branch XXXX XXXX  XXXX, XXXX, TX XXXX were trying to retaliate because I filed a complaint against their bankers for not properly assisting me. I believe that XXXX XXXX, and XXXX the manager at the Wells Fargo XXXX XXXX  XXXX, XXXX, TX XXXX acted out of retaliation to the complaint I filed against the bankers XXXX and XXXX Ref no. XXXX at Wells Fargo XXXX XXXX  XXXX, XXXX, TX XXXX on XX/XX/XXXX. I would please like this investigated, as my account should've not been closed down, it is untrue and unethical that I went to numerous banks to request for credits, or that I was doing anything wrong. I believe that this is a form of retaliation for the bankers against me for reporting unethical behaviors. This is unethical and goes against the Consumer Protection Rights. As well as Unfair Abusive Practices and Deceptive Trade Practices Acts. The phone numbers to XXXX XXXX security officer : XXXX, XXXX XXXX district manager : XXXX, XXXX XXXX : XXXX. XXXX XXXX falsely and unethically accused me of traveling to various Wells Fargo locations requesting for credits, stated that I threatened a banker in XXXX of XXXX and because of this would close my account down as of XX/XX/XXXX. I informed her that I was given a customer satisfaction credit of XXXX for the incident from XX/XX/XXXX and apologized to by the District manager XXXX XXXX. Then now, 1 year and 4 months later she is stating I threatened bankers, which is not true. She could not provide any details of any threats. I believe this was a form of retaliation. This is extremely unethical and this is an abusive trade practice act.

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