Consumer complaint received 2024-09-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
On XX/XX/2024 I received an email from wellsfargo stating that I could receive a XXXX XXXX bonus for opening a new checking account. 

On XX/XX/ I called Wellsfargo and requested assistance on setting up the account and funding it properly in order to receive the XXXX XXXX bonus, I set up the account online through a link provided in the promotional email per the instructions from the Wellsfargo associate. I followed all instructions, to fund the account to qualify for the promotion, given to me by the associate on the phone. 

After several days of verification processes, on XX/XX/2024, per instructions from wellsfargo associates, the account was funded with XXXX XXXX 

Then again, per instructions from wellsfargo associates, I funded the account with an additional XXXX XXXX on XX/XX/2024. 

I was told by the associates that my money would need to stay in the account for 90 days at which point I would receive my bonus within an additional 30 days, totaling 120 days. 

Toward the end of the 90 days I placed another call to Wellsfargo and asked an associate to verify the qualifications and asked when I would receive the bonus of {$320.00} USD. At this point I was assured that I had met the qualifications and that I would be receiving the funds within approximately the next 30 days. 

After 30 days had past, a total of 120 days that Wellsfargo has had full access to my funds, I called again as I had not received the bonus of {$320.00} USD. I placed this call on XX/XX/2024. I was informed at this time that I had not qualified for the bonus. 

At this point I filed a complaint to the executive office complaints department on the same day, XX/XX/2024. I was informed they are fast and great and would have a resolution within XXXX business days. 

On XX/XX/2024 I received a voicemail from the executive complaint department, not with a resolution but with an introduction. I returned the call on XX/XX/2024 and was told that they would need more time to resolve the complaint and to expect a resolution by XX/XX/2024. I explained that I was uncomfortable allowing my money to continue to be used and kept by Wellsfargo and need to access it ASAP with a resolution. I was informed if I were to remove my funds and or close my account then this could affect my resolution. 

On XX/XX/2024, after continuing to wait and keep my account funded and active in fear of not getting a resolution, I was sent a secure message explaining that more time was needed to resolve my issue and to expect a resolution by XX/XX/2024, a full 7 and a half weeks past the latest date of XX/XX/2024 and 9 and a half weeks past my initial complaint when I was assured it would be resolved within two business days. 

At this point Wellsfargo has held XXXX XXXX of mine and continued to use it to enrich themselves with the promise of a XXXX XXXX bonus for 161 days and they have now let me know that it will be another 53 days, totaling 214 days before they may tell me that I will never receive my XXXX XXXX bonus. It is obvious and clear that at this point they are making every effort to continue to delay resolution in an effort to continue to use my funds to enrich themselves longer and or convince me to give up the fight for a fair resolution and walk away and close my account. 

IF they are honest and find that they have infact mislead me and withheld the {$320.00} bonus erroneously, then they will still have had access and use of my funds for longer than the agreed upon time line of 90 days and have systematiclly increased this time to a total of 161 days as of now and 214 days before their current deadline of XXXX XXXX XXXX without appropriate and or promised compensation.

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