Consumer complaint received 2022-10-26
Company: WELLS FARGO & COMPANY
State: OR
Product: Money transfer, virtual currency, or money service
Sub-product: Money order
Issue: Problem with customer service

Complaint:
I was referred to make this complaint directly to your agency by the Federal Reserve on XXXX XXXX, 2022. 

I am a XXXX, XXXX American citizen. On XX/XX/2022 I contacted supposed branch manager, XXXX by phone around XXXX : XXXX because I had purchased a XXXX XXXX money order at XXXX in XXXX in the amount of {$180.00} that had not been cashed. XXXX stated to cash it at Wells Fargo as it was over a month old. It was drawn on Wells Fargo Bank printed on the XXXX. XXXX instructed me to cash it at my nearest W.F. branch which was in XXXX, XXXX on XXXX. However, they refused to cash it, so I called XXXX back from the bank. He instructed me to come into his branch in XXXX XXXX with my I.D . and he could cash/refund it. I traveled about 15 minutes to the branch, but upon parking in handicapped parking space, entering bank, XXXX and I noticed each other. He ogled me then took a long time to acknowledge me though he saw me enter. I sat down waiting for him, but then asked a clerk if I could speak with him. XXXX had already been pacing around as a chicken with no head, and even grabbed and XXXX  XXXX XXXX  customers as they entered the bank hugging them inappropriately as they stood awkwardly in shock. Finally, after many minutes, he called me up. He said he knew I was XXXX XXXX about the XXXX. drawn on Wells Fargo Bank over the phone ; apparently he assumed I was XXXX  over the phone, but when he saw I was XXXX and holding the m.o., his intent was to refuse service to me. He huffed and puffed and a XXXX XXXX teller said " Oh, no worries he'll take good care of you ''. XXXX did not take care of me then went away and then came back abruptly saying " OK, XXXX, I am not going to cash this money order for you ''! - very loudly where all other agents looked on puzzled at me. The female teller look over at the situation. I asked why, but then he started making up excuses back talking that he didn't promise me he was going to cash it, walking back everything he'd promised over the phone. I advised him that I was XXXX and traveled out here by his instruction. He continued making a spectacle of me loudly purposely looking around as if he was on stage to everyone and behaved as if disgusted with me, trying to draw attention by his XXXX  co-workers, and customers. It was as if he had something to prove to all the XXXX in the bank. I was so embarrassed and felt humiliated, even discriminated against, traumatized by XXXX and he's a XXXX male. I asked how to make a formal complaint, but he said I'd have to sit and wait a long while as he and his staff were too busy. More abuse... I asked how could I file a complaint outside this branch but he said I'd have to do it there? I just calmly turned and began walking away when I noticed him grimacing with nasty faces snapping his head and neck at me while gesturing with his head and making a grunting sound with his voice " Yeah, that's what I thought ''. I felt even more humiliated and just proceeded to leave the bank. My fiance was with me who has had a Wells Fargo account for about 15 plus years of which I advised XXXX of this over the phone and in person that it was another means to cash/refund the m.o. It was obvious that XXXX was prejudice of me being a XXXX woman and had to sickly, unprofessionally appease his XXXX  counterparts and all in the bank that I was to be denied service and put on public display while he was engaging in this self-hate and hatred of me because he was proving something racially oppressive against me to impress the XXXX  customers and co-workers. XXXX behaved like what is known as a XXXX or XXXX  XXXX. I was so traumatized because he had originally agreed over the phone to cash it possibly drawing it off my fianc account, but when he saw I was XXXX I was never to get the XXXX. cashed professionally or respectably from his bank. He knew everything about the XXXX. when I fist spoke to him before traveling to his branch. I never forget about this matter as I have been undergoing personal health, etc., matters, so I am taking the time to remit this complaint to you for action against the bank, XXXX, and for resolve. XXXX is embarrassed of his own race, and it was apparent that he engaged in discrimination, that he felt the need to set good with the XXXX openly, both agents and patrons of the bank in refusing service to me he previously promised before I got there. It may cost him and the bank a great deal more now. Thank you for disciplinary action and relief.

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