Consumer complaint received 2022-09-29
Company: WELLS FARGO & COMPANY
State: TX
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
Me and my wife has existing relationship with Wells Fargo bank. I have personal checking, business checking and credit card. While my wife has credit card. We used to go this local branch at : XXXXXXXX XXXX XXXX XXXX XXXXXXXX, TX XXXX for notary services also which is complementary for the last 5 years. 
On or about XXXX XX/XX/2022, we had a very bad experience at this branch. 
I had two notaries to be done and my wife has two notaries too. 
We went there at around XXXX XXXX. We were told that we should use the smart phone to save our spot in waitlist. I did that immediately -we were the first in the waitlist. One elderly gentleman was getting something notarized out there. 
We were told that there are two people who can do notary at this branch and one of them is with the customer. We waited for our turn. Another elderly gentleman came in and previous elderly gentleman 's work was over and he left. We were told that other elderly gentleman has an appointment. We waited further. While we are waiting and it was quite an elongated wait... we observed another neighbor ( XXXX  ) came in. He had an appointment at XXXX XXXX  for wire transfer. XXXX came in at around XXXX XXXX. Ideally after these two elderly gentleman, we should be given a turn for notary but that didn't happened. XXXX XXXX went inside to the do wire and we were still waiting. At around XXXX XXXX, we were finally asked to come in by XXXX XXXX ( Branch manager ). I simply told her that it was too much wait and other customers went out of turn ( or jumped over the queue ). It seems XXXX XXXX by me why I am disappointed by it. We went inside the office with her to get the notary done and then leave as soon as possible. 
XXXX XXXX had an issue with notarizing colored copy of my wife 's driver 's license and XXXX XXXX She stated that Wells Fargo doesn't have the color printer here and she want to make the copy herself. My wife wanted these notary for her XXXX passport renewal. We had another color copy of both the documents. I offered her to keep the other copy for her records. In the meanwhile XXXX called and asked somebody in Wells Fargo about the same. She said that she can not keep the other copy made by us. I said she can verify the copy with the original document but she stated that she will not sign the color copy for notary. Instead she will provide a cover letter stating what is notarized. My wife doesn't have to sign anywhere in that cover letter. Clearly this is not going to be acceptable to XXXX consulate in XXXX TX as they clearly mentioned that notary on the copy. But XXXX was not willing to do the notary as required ( on the copy - signature of the applicant and notary person verifying that applicant signed in front of notary person and notary person verified that copy is of original ). Long story short, we spend close to XXXX minutes to get not what we expected. 
I went to XXXX office and they charged us {$6.00} per signature i..e {$24.00} and notarized the color copy as per the XXXX consulate 's requirement. 

Clearly it seems that XXXX XXXX misused her position and wanted to even out for us not very happy for the long wait. Moreover it seems that this branch has changed a lot now as they care about the transactions which can fetch them money rather than value added services like notary ( which is complementary for the customers ). When XXXX wanted to verify that we are legitimate customers - we provided our credit cards and debit cards. We did everything that XXXX XXXX but still XXXX XXXX treated us unfairly. 

I have reported this matter to Wells Fargo customer advocacy group. Case ID : 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