Consumer complaint received 2020-04-18
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
Dear CFPB, On XX/XX/2020 I went to Wells Fargo Bank ( WF ) XXXX XXXX XXXX, XXXX XXXX, CA XXXX to do a cash advance from U.S. Treasury Department, XXXX XXXX Debit Card, to withdraw {$1700.00} and deposit {$1000.00} into Wells Fargo Credit Card, and receive {$700.00} cash back, but WF employee told me I only get one try to enter PIN Number or would have to return back 24 hours next day. I'm a legal XXXX Veteran and receive compensation for my injuries during my military service and also have XXXX and take XXXX different medications and my vision is also XXXX and have to wear XXXX lenses on glasses. WF is failing to comply with American Disabilties Act ( ADA ) and refusing to provide reasonable accomodations to XXXX customers and I began to XXXX, XXXX, and have XXXX XXXX  not able to see numbers in mobile device which they have at the teller window but had to carefully enter information in. The problem with this because I have multiple bank cards I forget pin numbers sometines in each one of them but previous WF have provided me three tries before the card is locked out or I establish new pin. I felt the teller was racially profiling me whose XXXX and branch manager too because they were serving other customers who were standing in line but because I had XXXX XXXX  they determined I'm homeless, but I'm XXXX XXXX XXXX XXXX  and actively participate in XXXX XXXX XXXX XXXX and participate in religious ceremonies. The Branch manager was had construction inside bank and giant mounds of earth were visible inside lobby and covered with tarp but he was providing reasonably accommodating contruction worker who XXXX and speaking Spanish but couldn't understand why he cant reasonablly accommodate XXXX customers. I filed complaint with WF Customer Service Care immediately after leaving bank and they forwarded complaint to Executive Offices and they called me. Today Saturday XX/XX/2020 " XXXX '' called me again from Executive offices opened complaint # XXXX and they conducted their own investigation and concluded there was no wrong doing and they do have a policy which is only " one '' try using pin, but I told her I had gone to different WF branches which is pre-dominiately XXXX immigrant community and they would reasonably accommodate immigrants with entering incorrect information due to language barriers and I have received those services over there, but at this branch they " are cherry picking '' and non-compliant with ADA laws which should be consistent with all braches. I requested a copy of letter or email of their decision but she refused and feel they instead are exploitig my XXXX when I'm under medications and are recording calls and attempting to entrap us and dismantle ADA complaint and remove reasonable accommodations. My vision isn't improving and because XXXX changes daily I fear WF employees were trying to removing from branch based upon my appearance and looked suspicious do to my hair, but once they challenged me that I had to know my Pin exactly they were hoping to deny my ability to make transaction with credit card and with cash back and assuming I was homeless and had no bank business. Please note 2 weeks prior to this incident I entered bank to inquire about mortagage specialist and XXXX female invited me to sit down, inform me she does have a mortgage specialist whose a Veteran and knows about VA Homeloans therefore I gave my information to her and because of construction inside lobby she wasn't there. Therefore she did not engage in cash transactions but these both XXXX employees are attempting to sabotage my WF accounts due to my XXXX and fear they are now asking executive offices to protect them from ADA complaint. I also receive Social Security Adminstration ( SSA ) XXXX electronic fund tranfer deposit checks, which this is a indication I could have a XXXX, and now my XXXX XXXX is from Treasury Department which Veterans Administration Compensation awards me my other XXXX payment therefore all monies are from XXXX checks but WF is rejecting my transactions due to my XXXX impairment and restricted to only entering PIN once and asked to leave, but yet other branches grant us 3 tries. Therefore I'm fearful WF is turning XXXX veterans away due to WF employees biases and prejudices against veterans, government foreign policies, and link us with President XXXX XXXX, but I'm only seeking to paying WF credit cards and build credit so I can purchase home using VA Home Loan.

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