Consumer complaint received 2025-11-19 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: FL

Complaint narrative:
Summary of the Problem I opened a new Wells Fargo XXXX XXXX XXXX account specifically because of XXXX XXXX advertised {$400.00} new business checking bonus for new business customers. I relied on the offer terms provided on XXXX XXXX website at the time of account opening. I have attached screenshots of the promotional offer and the confirmation email showing my account approval on XX/XX/year>. 
Wells Fargo We have approved XXXX  Despite meeting the requirements and contacting Wells Fargo XXXX, the bank has refused to confirm or honor the bonus and is now pushing me to visit a physical branch to resolve their internal issue. This requirement was not part of the published terms, and it is not reasonable to impose new conditions after the account has been opened and funded. 
What Happened I opened the eligible business checking account online under the assumption that the {$400.00} bonus code would be automatically attached, as stated in the promotional language. 
The next day, I called Wells Fargo to confirm the bonus was linked to my account. 
The representative could not confirm and said they submitted a ticket. 
I received no follow-up. 
I called again. 
This time, the representative told me that there was no way to check and that I would need to visit a branch, which contradicts the offer terms. 
The bank should already be able to see : That I opened the account via the promotional webpage. 
That the account is brand-new and eligible under the offer restrictions. 
That I am in the qualification window to meet the deposit requirement. 
Wells Fargo is refusing to acknowledge the promotion, refusing to verify the attached offer code, and adding new, undisclosed requirements after the fact. 
Why This Violates the Offer Terms The published terms state : This offer is for new business checking customers only ( I qualify ). 
Offer ends XX/XX/year> ( I opened on XX/XX/year> ). 
The bonus code must be used at account opening, which I did by opening through the promotional page. 
No requirement exist to visit a physical branch to verify the bonus code. 
Wells Fargo promises to deposit the bonus within XXXX  days after the qualification period once requirements are met. 
Wells Fargo is now refusing to confirm whether the bonus is attached, which prevents me from even knowing whether the bank will honor what it advertised. 
This appears to be deceptive promotional practice and failure to honor advertised terms. 
Harm I opened this business account solely because of the advertised {$400.00} bonus. 
I have spent time calling customer service XXXX, with no resolution. 
The banks lack of transparency prevents me from planning deposits needed to qualify for the bonus. 
Wells Fargo is attempting to force an unnecessary in-person visit, which was not part of the offer.

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