Consumer complaint received 2023-10-18
Company: WELLS FARGO & COMPANY
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
Opened a checking account XX/XX/2023 at Wells Fargo online offering {$300.00} bonus if you made a direct deposit of {$1000.00} or more and a 3 month. Was supposed to receive my bonus money XX/XX/2023 but did not. Called customer service line was told they didn't see my promotional code that it needed to be added to my account I have my promotional code I showed it to the teller along with my ID and cash the next morning after opening my account online that night at XXXXXX/XX/XXXX. she transferred me to my local Wells Fargo branch I spoke with the branch manager the lady told me to have him at the promo code to my account and they would process my bonus he was very nice cordial and he added the promo code to my account they told me to wait a few days when nothing happens so I called back to customer service ask them about my bonus they said that my account was not opened online I said yes it was it was done at XXXX at night and I still have all my emails till this day of everything coming back to me from Wells Fargo thanking me for opening up account so they stayed on that for a few days they sent me back to the branch the brXX/XX/XXXXhere confirmed it was opened online at XXXX at night on XXXX the XXXXXX/XX/XXXX he made a couple of phone calls and he told me not to worry that I would get my money that I met all the requirements said to wait a few days so I did still no money call customer service again the lady said I didn't open my account online and they sent me a letter in the mail saying I did not qualify cuz I did not open my account online went back to the branch he confirmed again that I did and he had me to file a complaint with their department their customer service number the lady I had to call her that was handling my case on their end I asked her did she need me to send her a picture of the letter saying I didn't open my account online and I gave her the branch manager 's name and direct phone number he confirmed with the emails on my phone that I opened it online at XXXX at night she said no she didn't need anything if you need anything she would contact me and that was the XXXX and only time I got to speak with her she would not return my calls after leaving several messages over a week. Received an email from her XX/XX/2023 saying I did not meet the requirement of getting the bonus money because the promo bonus code was supposed to be added to the account the night that I opened my account and they confirmed I did open it online and send her email but the promo code was not transferred into a certain section but the first customer service I talked to about this said that was not a big issue because I have the promo code and it was a good code and then I would be receiving my money they just needed to see the code on the account which the branch manager helped me with that so I have to receiving email I call the case handler back and she would not answer had to leave a message second and third attempt finally that department had me to file a second complaint about the same issue after customer service person there on the first phone call said I met requirements that I would be getting my money and the branch manager here in my hometown confirmed we will get you your money you met all the requirements and I showed them my phone the morning I made my deposit into the new account I turn my phone around with the promo code on it cuz I was told by the branch that they can add the promo code to the account when you if you show up to deposit money in person at one of their branches so I turned the account to the lady gave her cash and she asked for my ID and we spoke briefly about the bonus money and said I would receiving it in 90 days as long as I met the requirements and her manager customer service lady but I've said I've met requirements so first I didn't get it because I said it was not opened online and I still have that letter well when I proved that I did open it online now they're saying that the XXXXmo code was not added to the account at the night of the account was opened it also says you can show it to the teller that they can add it but I was told in the branch they're not allowed to ask for the promo code or anything like that there's the stay quiet it's up to the customer to offer this up they're not to ask that way they don't have to pay out any bonus money or give out anything that they're promoting they just don't offer it out freely a customer has specifically tell them or ask them which I did I had it on my phone and spun it around to the teller and she did not put the code on there that morning I made my deposit and now that's what they're going with they keep changing reasons why I'm not eligible for the {$300.00} promotional code when I prove I'm wrong on one thing that I have my evidence that I did whatever they're saying they go to another reason and that branch manager told me to my face to push it because this is the way they hire up or operating this financial company to keep pushing it and stay on them heavy and hopefully they will fold and give me my money that I deserve and I have rightfully earned he said but he can not put his self in Jeopardy to lose his job but he said out of 40 to 50 people that opens up the account for this promo only two or three people will wind up getting the {$300.00} bonus money that came directly from the bank manager 's mouth so I found out that I could file a complaint here and maybe you guys can help me out then it would be greatly greatly appreciated it's about the principle in the moral of the thing now because it seems to be a scam from what I've learned directly from their employee they're not one of their managers and from one of their customer service people they're trained to drag us out keep XX/XX/XXXXyou down so they don't have to pay the money I attached the photo of my promo codes and the document section here for the first week and a half customer service and the branch manager told me it was a good code but then after 2 weeks I was told the code was no good they can't find it in their system anywhere it's like they took it out so they saying it's not on their sheet and where did I get the code and it came directly from them the night I opened my account and it was a good code it made it by them but now it's awful fishy that is not a good code anymore so this is just totally totally wrong SO PLEASE HELP ME WITH THIS ISSUE TO OTHER PEOPLE DO NOT HAVE TO GO THROUGH THIS CUZ THIS IS NOT RIGHT THANK YOU VERY VERY MUCH IN ADVANCE FOR ANYTHING YOU CAN HELP ME WITH ON THIS ISSUE OR HELP ANYBODY GOING THROUGH THIS SAME THING

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 monetary relief