Consumer complaint received 2018-06-16
Company: WELLS FARGO & COMPANY
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other service problem

Complaint:
This is just about discriminatory business practice that WellsFargo is imposing against me, its long-time customer and an XXXX XXXX XXXX & XXXX XXXX veteran. Just 4 months ago, I was able to add/setup a non-WellsFargo account to my current WellsFargo account so I could transfer the funds back and forth, especially to make direct payment to my friend, who cut grass for me every month. The transaction was normally about $ XXXX/month. He just passed away so I removed his non-WellsFargo account to my current WellsFargo account. I then add another non-WellsFargo account ( i.e., my personal saving account at XXXX XXXX XXXX ). Unlike previous time, this time I am the owner of this non-WellsFargo account. By some reasons I could not transfer the funds between my WellsFargo accounts to my non-WellsFargo account, I then contacted WellsFargo customer service via secure message. 

On XX/XX/2018, I received the following response : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - From : Customer Service Sent : XX/XX/2018 XXXX XXXX Subject : Re : Transfer and deposit questions ( XXXX ) Dear XXXX XXXX : Thank you for contacting Wells Fargo. My name is XXXX, and I appreciate the opportunity to address your concerns. 

I understand that you are experiencing problem while transferring funds between your accounts. 

I reviewed your account and our records show that your trial deposit process was not completed successfully. We have removed the restraint so that you may re-attempt to validate the trial deposit. 

The trial deposit process is an added security measure that verifies that you own the non-Wells Fargo account that you are attempting to use for the Bank-to-Bank transfer service.

Here is how the Trial Deposit process works : 1. Wells Fargo makes two random ( less than {$1.00} ) deposits to your non-Wells Fargo accounts within three business days 2. You check your non-Wells Fargo account either online, via phone, or through your bank statement, to get the exact amount of each deposit 3. You sign on to wellsfargo.com and enter the trial deposit amounts to confirm that you received them and that you have access to the account Once the Trial Deposit process is successfully completed, you can begin to initiate transfers between your Wells Fargo and non-Wells Fargo accounts. 

For more information or assistance, please call us anytime at XXXX. 

On behalf of Wells Fargo, thank you for your business. We are happy to have you as our customer and appreciate the opportunity to assist you today. 

Sincerely, XXXX XXXX 
Wells Fargo -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I then contacted WellsFargo customer service and asked when the trial deposit was made. This time, I received another contradicted response : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - From : Customer Service Sent :  XX/XX/2018 XXXX XXXX Subject : RE : Re : Transfer and deposit questions ( XXXX ) Dear XXXX XXXX : Thank you for replying to our recent email. My name is XXXX, and it is my pleasure to assist you today. 

I received your email regarding the account that you recently added to your Bank-to-Bank transfer service. 

I reviewed your account and based on the verification check for the Bank-to-Bank transfer service, your non-Wells Fargo account is not eligible for the service and can not be used for transfers or payments. I apologize for any inconvenience this may cause.

If you have any additional questions regarding your account, please reply to this email or call us anytime at XXXX ( XXXX ). 

On behalf of Wells Fargo, thank you for your business. We are happy to have you as our customer and appreciate the opportunity to assist you today. 

Sincerely, XXXX XXXX Wells Fargo -- -- -- -- -- -- -- -- - This gave me the feeling that I am a victim of discriminatory business practice. On one response, WellsFargo said they lift the restriction. On the other, they said I was not qualified.

4 months ago, I was able to add my friend 's account ( non-WellsFargo account ) to mine, and this time I was not able to even add my own non-WellsFargo account. Also, I have not received any written notice or policy about the ability to add non-WellsFargo account. Why does WellsFargo keep conducting a type of hidden/forbidden bank services to its customers? Last time, they were hit with a class action lawsuit about their practices of opening new credit card accounts to customers that did not gave their authorization, and now they block their customers from adding their own non-WellsFargo account?

I just want you to please investigate before I decide to close all of my accounts with WellsFargo and move them to another banking institutions as they are not trusted to do the banking with.

Many thanks for your help to this XXXX XXXX XXXX veteran! 

XXXX XXXX

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