Consumer complaint received 2024-10-11 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: CA

Complaint narrative:
To Whom It May Concern : Before opening checking and savings accounts with Wells Fargo under promotions XXXX XXXX XXXX XXXX  attached for both Exhibit XXXX and XXXX ) I verified if I am eligible for both promotions. In particular, I wanted to clarify the XXXX XXXX XXXX  restriction statements to make sure I follow them correctly. For that, I contacted SEVERAL Wells Fargo bankers, who spoke on behalf of Wells Fargo and what they state Wells Fargo is legally responsible for. 
The terms are for the respective checking and saving promotions : You are ineligible for the respective bonus if : You have received a bonus for opening a Wells Fargo XXXX Checking account within the past 12 months. 
You have received any other consumer savings offer bonus or promotional rate that required a bonus offer code within the past 12 months. 
I contacted several bankers to clarify these clauses. 
On XX/XX/XXXX at XXXX XXXX I spoke to XXXX XXXX from Wels Fargo customer service. He confirmed on recorded line the that the 12 months period mentioned in both clauses STARTS from the day of OPENING of the previous account, I.e. 12 months between the dates of OPENING of the previous account and the next one. The conversation was recorded and can be confirmed. 
He also advised me to contact a banker at a local branch for an additional confirmation. So I had done. 
On XX/XX/XXXX, at XXXXXXXX XXXX I spoke to XXXX XXXX XXXX a banker at the local branch located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX tel. ( XXXX ) XXXX She clearly stated confirmed on recorded line that the 12 months period mentioned in both clauses STARTS from the day of OPENING of the previous account, I.e. 12 months between the dates of OPENING of the previous account and the next one. The conversation was recorded and can be confirmed. 
On XX/XX/XXXX at XXXXXXXX XXXX I spoke to XXXX XXXX a banker at the local branch located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA XXXX tel. ( XXXX ) XXXX She clearly stated confirmed on recorded line that the 12 months period mentioned in both clauses STARTS from the day of OPENING of the previous account, XXXX 12 months between the dates of OPENING of the previous account and the next one. The conversation was recorded and can be confirmed. 
And finally, at the time of opening both accounts at the branch I asked the same question the banker who actually opened the accounts - XXXX XXXX XXXX. 
She confirmed verbally before opening both accounts that the 12 months period mentioned in both clauses STARTS from the day of OPENING of the previous account, I.e. 12 months between the dates of OPENING of the previous account and the next one. 
And all the answers matched my understanding of it because the other banks follow the same interpretation of similar clauses. For example, XXXX XXXX XXXX XXXX clause ( exert from a XXXX promotion attached Exhibit XXXX ). 
But! I never decide myself! I get SEVERAL independent official legally binding interpretations and follow them. ALWAYS. 
So, after receiving MULTIPLE INDEPENDENT official confirmations of the same interpretation - being officially told by XXXX Wells Fargo representatives speaking on behalf of Wells Fargo bank and given Wells Fargo assumes full legal responsibility for what their representatives state - I went ahead and opened both accounts at the branch located XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX on XX/XX/XXXX ( attached - Exhibit XXXX ). I deliberately contacted so many branches to get MULTIPLE INDEPENDENT official confirmations. 
The previous accounts were opened on XX/XX/XXXX, well over 12 months from this opening ( attached - Exhibit XXXX ). 
Given that and MULTIPLE INDEPENDENT official confirmations of the same interpretation - being officially independently told by multiple Wells Fargo representatives speaking on behalf of Wells Fargo for whom Wells Fargo assumes full legal responsibility I proceeded with opening both accounts being fully assured that I am eligible for both promotions. 
I do not think more could be done to ascertain my eligibility than I have done. 
I had not received the promotions on time despite fully meeting the required activities - as confirmed by the banker who handled the opening. 
I opened the investigation with Wells Fargo which was assigned to a person named XXXX XXXX who proved to be lazy, incompetent, and resorted to falsification of the information. 
First XXXX business days requested she did not do anything and literally replied she did not do anything ( confirmed by my calls to the center ) and requested more time. Second XXXX business days requested she did not do anything either and tried to request more time. 
But whet I contacted her about this deliberate waste of time and tried help her ( in good faith! ) and she sounded like she does not have any idea what it is all about after all the time she waisted! - and explain that I indeed carefully verified my eligibility multiple times even provided her with copies of XXXX XXXX XXXX ( in good faith! ) - but without giving her all the details of my contacts! she resorted to an outright falsification and fraud. 
In XXXX days after the call she send a rejection email ( attached - Exhibit XXXX ) where she deliberately misinterpreted what I said ( can be proven by the phone recording ( XX/XX/XXXX at XXXX XXXX  ) and she even did not bother to properly falsify the dates of the contacts with the banker! ( which I did not give to her so she made it up real sloppy! ) from her email ( attached - Exhibition XXXX ) : Exert form the email response with false information : On XX/XX/XXXX, you called and spoke with XXXX of our bankers to clarify the eligibility of the bonus. You specifically asked about the information below : You have received a bonus for opening a Wells Fargo XXXX Checking account within the past 12 months. 
You have received any other consumer savings offer bonus or promotional rate that required a bonus offer code within the past 12 months. 
Our banker was able to explain that it is within 12 months from the date when the account receives a bonus. We also confirmed that during the time of the call the accounts were not open yet. During your bank visit we have confirmed that the promotion was explained during account opening and account upgrade Our banker was able to explain that it is within 12 months from the date when the account receives a bonus. this is XXXX!. I was NEVER told THAT by any of the people I listed and spoke to. I was told date of OPENING of the previous account. 
.During your bank visit we have confirmed that the promotion was explained during account opening and account upgrade - BUT!! - I was clearly told 12 months from the date when the previous account was OPENED! 
I would NEVER have opened the accounts if I had heard from the banker anything placing my eligibility in any doubt! 
BUT the lazy, sloppy falsifier XXXX XXXX did not even bother to make up the date of the call properly exerts from her email : was later upgraded to Wells Fargo XXXX XXXX account on XX/XX/XXXX On XX/XX/XXXX, you called and spoke with XXXX of our bankers We also confirmed that during the time of the call the accounts were not open yet Hello On XX/XX/XXXX something which happened on XX/XX/XXXX had not happened yet???? Really???? 
XX/XX/XXXX happened BEFORE XX/XX/XXXX???? 
We also confirmed that during the time of the call the accounts were not open yet. 
Confirmed??? Seriously???? 
Could she falsify the dates less sloppy???? Pay some attention when trying to deceive? 
And she was trying to make up a false story about me using wrong dates??? 
This shows how little she cared about a true honest investigation and just tried to use the information I gave her to help ( in good faith! ) to do an HONEST job - instead she twisted and turned it into a quick falsified fraud to cover up her laziness and incompetence and made up some false excuses not to meet her obligations. She deliberately waisted over a month! Deliberately dragging her feet, doing nothing just pretending. And when I confronted her about this waste of time, demanding to do something - she tries to deceive me and use my help for her against me! Instead of an honest investigation, she produced a quick sloppy fraud! 
DISGUSTING! Way to treat a good Wells Fargo customer! 
Everything stated above can be legally proven. 
I expect first thing- to receive both promotions ASAP. A lot of time has been already intentionally, deliberately waisted. 


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