Consumer complaint received 2020-05-21
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
1. On XXXX XXXX, XXXX, I opened a new checking account with Wells Fargo, and a promotion code of {$400.00} for making 3 consecutive direct deposit of {$3000.00} or more at the time of opening. 
2. On XXXX XXXX, XXXX, I called ( XXXX ) XXXX to report an issue with online access. In the following 7-10 business days, a WF personnel was assigned to investigate in my case, where WF suspects my social was used by another person. This was very alarming and made me worry about identify theft. It was an issue I never experienced with other financial institutions that I work with. 
In XXXX, the assigned case investigator informed me that my online login should be working ; however, the credential he identified did not work for me and I called him at ( XXXX ) XXXX and left about 10 voicemails in the month of XXXX while I returned to XXXX. 
3. On XX/XX/XXXX, I received a text message in the name of Wells Fargo, requiring me to verify a transaction out of state. This is the first time I received suspicious text message from any financial institutions. Considering the identify theft concern WF representative brought to my attention in XXXX, I became more worries about my financial safety and confidentiality. And thus, I continued to contact the case investigator by leaving voicemails. I never heard back from him.

4. On XX/XX/XXXX, I spoke with a representative from Executive Office through customer service line, regarding both online access issue and safety concerns. She instructed me to email the text message to XXXX, and she filed a formal complaint on my behalf. I attached the screenshot of the text message and wrote the email to the address provided ; however, I never heard back from anyone while remaining feeling unsafe about my WF account. 
5. In XXXX, XXXX, I contacted WF via Message Center about my concerns, and I was assured that my social was verified and the account is safe to be set for direct deposit. Therefore, I instructed my payroll to set up direct deposit to WF account and XXXX was the soonest time that my first direct deposit could be processed. 
6. On XX/XX/XXXX, the third consecutive direct deposit was completed. But I was informed that the {$400.00} promotion bonus would not be applied to my account because it passed the 150 days requirement. Due to the delay and lack of response from WH staff in XXXX through XXXX, I did not receive verification from the bank if my account was safe for ongoing large deposits, such as my monthly pay from payroll, and it was not until XXXX my direct deposit could be processed. Another representative with Executive Office escalated the promotion issue by filing another case on my behalf. 
7. On XX/XX/XXXX, the assigned investigator for the new case called me and denied the promotion bonus, despite of the fact that the safety concerns was not addressed timely by WF staff. She also told me there would be no appeal option for me to take.

8. Knowing that WF 's involvement in fraud investigations and  scandals, I'm seriously worried that they did not learn from their lessons and their business conduct has not changed.

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