Consumer complaint received 2025-12-29 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: KS

Complaint narrative:
Subject : Complaint regarding misleading promotional bonus terms and inability to resolve at branch Wells Fargo Bank , N.A . ( XXXX, KS ) My name is XXXX XXXX XXXX. I am filing a complaint about a promotional offer and account-opening experience with Wells Fargo Bank , N.A . in XXXX, Kansas that I believe was misleading and functioned as a bait-and-switch. 

Summary of the issue I received a detailed Wells Fargo advertisement offering a {$400.00} bonus for opening a new personal checking account and completing XXXX monthly direct deposits. My intent was to use my XXXX XXXX  direct deposit to meet the requirement. 

Based on the advertisement, I opened the account online on [ date ] and then made an appointment at the [ Wells Fargo branch on XXXX XXXX, XXXX, KS ] on [ date ] to set up direct deposit. Because Wells Fargo initiated the offer, I also explored opening a small business account for my company, XXXX XXXX XXXX XXXX, while I was there. 

What happened At my branch appointment, the Wells Fargo representative told me I did not qualify for the {$400.00} bonus because I opened the personal account online. This exclusion was not made clear to me at the time I relied on the advertisement and opened the account. The result was that I created an account and invested time and effort to move direct deposit only to be told afterward that I was ineligible due to the online opening method. 

Once I learned I was not eligible, there was no longer enough incentive to move my primary banking activity away from XXXX XXXX, including redirecting my XXXX XXXX deposits and reorganizing my transactions. 

Account closure problem I then asked to cancel/close the new Wells Fargo account . The representative at the branch could not close the account for me and told me I would need to call Wells Fargo to cancel it. 

Why I believe this is misleading This feels like a subtle bait-and-switch because : Wells Fargo marketed a bonus that reasonably appeared achievable by opening the account and moving direct deposit, I followed that process ( opened the account and attempted to move direct deposit ), but I was later told that I was disqualified solely because the account was opened onlineafter it was too late to avoid the consequences of opening the account and scheduling the appointment. 

Harm / impact Wasted time and administrative effort opening the account and attending an appointment. 

Risk of confusion and disruption around XXXX XXXX  direct deposit changes. 

Burden of closing an account that should have been cancellable at the branch where I received the new information. 

Loss of trust due to unclear, material limitations in the promotional offer. 

Requested resolution I am requesting that regulators review XXXX XXXX marketing and branch practices related to this promotion and require Wells Fargo to provide a fair resolution. I request Wells Fargo : Honor the promotional bonus as originally represented ( if I meet the advertised direct deposit requirements ), or Provide a written explanation of the exact promotion terms and why I was deemed ineligible, and Close the account promptly with written confirmation, and waive any fees associated with opening/closing due to this misleading promotion experience. 

Supporting documents I can provide Copy/screenshot of the advertisement and any fine print available Account opening confirmation ( date/time ) Appointment confirmation and branch location Notes about what the representative told me ( name/title if available ) Local representative as put in a difficult situation and could not give me the advertised bonus because of a minor technicality. 

Any emails/letters from Wells Fargo about the promotion Sincerely, XXXX XXXX XXXX XXXX XXXX Kansas Phone XXXX XXXX Email : [ XXXX XXXX

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