Consumer complaint received 2016-09-03
Company: WELLS FARGO & COMPANY
State: FL
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I took my XXXX year-old, XXXX mother, XXXX XXXX XXXX, to the local Wells Fargo bank in XXXX, Florida, yesterday ( Social Security payment day ). Having XXXX XXXX, I stayed in the car while she made her way into the bank using a rollator to get a print-out of her account to date. Nearly 45 minutes later I entered the bank to check on her. I found a huge line because all teller transactions were being conducted by a sole teller trainee. The long line of customers were frustrated ; some were cursing and the able-bodied ones were darting out the door to jump into their cars to use the drive-up window. Tensions were high but the teller trainee and her trainer inched along. One woman behind my woman questioned openly the purpose of training someone on a day such as this. My mom retorted that service in that branch is always poor. Nothing else was said. The trainer stated that they were short of help that day : XXXX employees had quit and XXXX had stayed home with her child because school was closed due to an impending hurricane. I had left my car unlocked with my wallet inside so I returned to the car. Fifteen minutes later I went back to the door. My mother was protesting to one of the personal bankers about the poor customer service at that branch. She came outside to report to me that the manager had told her she was closing my mom 's account. I asked my mom for details. She told me that when she finally got to the counter to cash a check, ,she was confronted about her ID. She had her debit card available because at her last visit the teller had used this as her ID. They wanted her driver 's license. Because she is XXXX and no longer drives, she struggled to find her state ID. They lectured her that she should come to the bank prepared. She pointed out that she can not carry her ID separately because she uses both hands to push her rollator. She had her check and debit card readily available within her wallet. Finally, they had to go into her wallet to find her ID. When they counted the cash, she asked them to separate it by denominations so that she could return it to her wallet in the way that the FL Division of the XXXX has taught her to store the bills. They got angry at that request. The trainer finally met my mom 's request. In short, this was a very belabored transaction caused by a trainee and a lack of XXXX accommodation.. The personal banker, XXXX XXXX, went to the door to press the XXXX button. When my mom was complaining about the customer service, the manager ( XXXX XXXX ) walked over to say that people behind my mom had complained about her and that she was closing my mom 's account. 
I have several questions for Wells Fargo bank : What are the names of those people and what were the specific complaints ( if you did n't document it, it did n't happen ), Why was a XXXX year-old XXXX woman singled out and scapegoated, when many were frustrated and even cursing at the slow pace and long line? ; Why did n't XXXX XXXX practice better management skills by adjusting staff XXXX to crowded conditions? ; Why did XXXX make a public, non-confidential, public scene by stating openly that she was closing my mom 's account? ; Why did XXXX XXXX and her staff discriminate against a XXXX XXXX and XXXX XXXX year-old woman? ; Why did staff refuse a quick and courteous accommodation requested by an XXXX year-old XXXX and XXXX customer? ; Why is XXXX XXXX placing undue burden on a XXXX year-old XXXX and XXXX woman by telling her that she needs to find a new bank within one month, when my mom has been a customer at that location even before Wells Fargo bought the bank from Wachovia? Why is Wells Fargo discriminating against an XXXX year-old XXXX and XXXX woman? ; Why is n't Wells Fargo branch manager XXXX XXXXbeing counseled about professional business conduct?

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