Consumer complaint received 2022-08-18
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Tuesday, XX/XX/XXXX, my family and I went to my local Wells Fargo branch located on XXXX XXXX XXXX, XXXX, CA XXXX at approximately XXXX XXXX. My husband stayed inside the car with my XXXX children XXXX XXXXXXXX while I went inside the bank. To my observation, there was only one client in line. 
When it was my turn, I swiped my debit card and told the teller that I would like to withdraw $ from my savings account. She asked for my debit card, along with my CA ID. I gave her my debit card and both the current CA ID with my married last name, as well as my expired CA ID with my maiden last name. She, then, notified the manager of the request along with the last name on my current CA ID not matching my debit card last name. 
The manager notified me that that my CA ID was not active and that, in order to continue, Id need to schedule an appointment. The earliest apt would be on XX/XX/XXXX. The manager gave me her business card and advised to call customer service to file a complain after I had told her that I was unable to wait until that date. I had a family emergency and needed to withdraw the money that same day. 
I was not guaranteed to be seen on that day, but was encouraged to bring the documents that were needed : marriage certificate and social as soon as possible. There was a chance to be seen as the XXXX XXXX apt didnt show. I returned within XXXX minutes, but was unable to speak to the manager. The security guard yelled to me that the manager would take anywhere form 30 minutes to 40 minutes to assist me. At that point, I began to feel upset, but, remained in the lobby in hopes of speaking to the manager and getting a chance to turn in the documents needed to the rep. I observed that there was only one bank rep in the lobby assisting clients for their scheduled appointment. 
After about ten minutes, I saw the manager assisting the front tellers, so I walked up to her and asked if there was still a chance to be seen. The manager, then, told me that someone had also had an emergency and were being taken care of by the bank rep. The scheduled apt for the XXXX XXXX was there. She advised me to schedule an appointment, so I remained in the lobby while I contacted Wells Fargo over the phone. 
Within about 10 minutes, the manager stepped out into the lobby towards me and spoke to me, even though I was speaking to a rep over the phone. Simultaneously, my kids and husband stepped inside the bank. They had been waiting in the parking lot since about XXXX XXXX and it was very hot to remain outside waiting for me. The manager stated that the XXXX XXXX apt had confirmed their apt XXXX confirming that I would not be seen by a bank rep. I thanked her for sharing that information with me and told her I was on the phone with the rep and would schedule an appointment over the phone. The manager, then, walked away and stepped inside the employees only door located where the bank tellers assist incoming client with their bank requests. 
When my husband heard that they were unable to see me and that I would not be able to withdraw my money, he was disappointed, yet, I didnt notice that he started to record inside the lobby. 
As soon as the manager noticed, she walked at a very fast pace and without hesitation, in the presence of my XXXX children under the XXXX of XXXX, she yelled to my husband that he was not allowed to record inside the bank and that he needed to leave immediately. She didnt explain anything to him and there werent any visible displays for customers to see that cameras were prohibited inside. I also told her that my husband didnt understand XXXX and she disagreed stating that he clearly understood her. She quickly added that she already called the police to my husband and that he again needed to step out. She came to a very close distance to my husband and yelled to him as my kids observed this. Seeing my childrens scared facial expressions, my husband stepped outside. After my husband stepped out, I was told to leave along with my XXXX children. I responded to her and stated that I was on the phone with a bank rep and that I was not the one recording inside the bank. She then responded in a loud pitched tone that, because there was no business that could be done inside, I had to step out as well. I was still on the phone with the bank rep and didnt grasp the severity of this circumstance until I heard that she had already called the police. The manager walked away and as I was leaving, she yelled once more stating that she had already called the police on my husband. She didnt care that my children were scared and almost crying asking what is going to happen to their dad. In that instance, my heart began to pound and I called the non emergency police department number. The police officer stated that Wells Fargo didnt call them. The manager made false allegations that she had called the police. 
This situation should not have escalated to that extreme. I honestly believe that we were not only denied the right to withdraw our own money, but were discriminated against for being people of XXXXXXXX XXXX with XXXX children. The manager was notified that my husband didnt understand English, yet, she responded with certainty that he did. The pain this has caused to my children, my husband, and myself can not be erased, but I find it critical as I dont want other families to experience this. 
Please note, that after I stepped out I was able to contact Wells Fargo and file a complain. I managed to speak to one of Wells Fargos Advocacy representative who confirmed that the customer service that my family and I experienced was not right. Being that I still needed to withdraw my money, she advised me to visit the Wells Fargo located in the XXXX XXXX XXXX at XXXX XXXX XXXX XXXX XXXX, XXXX, CA XXXX, bring all needed documents, notify teller I have an upcoming name change appointment and ask to withdraw my money. 
I was successfully able to withdraw my money from that Wells Fargo location and was highly satisfied with the service that I received from them. I will continue my Wells Fargo account since it has been my bank since XXXX, but I will never step inside the Wells Fargo located in XXXX XXXX XXXX XXXX XXXX, XXXX, CA XXXX. Their management needs to be audited and properly trained to prevent customers from receiving poor service and false accusations of calling the police.

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