Consumer complaint received 2024-05-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: WELLS FARGO & COMPANY
State: PR

Complaint narrative:
On the early morning of XX/XX/XXXX, I visited your branch office located at XXXX XXXX XXXX, XXXX XXXX XXXX and was accompanied by a family member. I spoke with XXXX XXXX XXXX, Personal Banker XXXX XXXX XXXX XXXX requesting to open an account with your bank. She indicated that she was available to service my request and had a person scheduled for XXXXXXXX XXXX of that same day. Since I had an appointment at my grandson 's high school at XXXX XXXX it was impossible for me to open the account since she said it would take about 35 minutes for the opening of an account. I showed her my personal check from my bank in XXXX XXXX and asked if I could open the account to which she stated the check was not acceptable because it was an account in XXXX XXXX ; I could however open the account with a minimum of {$25.00} cash. However, in order to avoid monthly service charges, I would have a number of days to make another additional deposit to avoid these charges. I then stepped out of the bank and when to my grandson 's high School. 

I did return with my family member sometime after approximately XXXXXXXX XXXX XXXX XXXX XXXX was still available and ready to assist me. As she proceeded and upon her request I gave her my : Real ID drivers License from XXXX XXXX, my valid Passport, original of my Social Security card, original of my XXXX XXXX. 

She proceeded to examine my documents and asked what type of an account I was looking to open, to which I responded " Checking Account ''. To my surprise, he asked me if I had the knowledge to the use of checks to which I responded in astonishment that my understanding a Checking Account was precisely for that. She clarified that not all customers wanted or needed checks. I was still astonished at her questioning of my capacities.

As she entered into the bank system she decided to consult with her supervisor, XXXX XXXX, Branch Manager XXXX XXXX XXXX XXXX about my drivers license. She returned and stated that the bank could NOT open the account with a drivers license from XXXX XXXX. I pointed out that I had also given her my Passport. Social Security card, XXXX car in addition to my personal bank checking account. She stated that her supervisor was not allowing her to open this account under my name with a drivers license from XXXX XXXX. We went back and forth and I requested to speak to her supervisor. 

XXXX XXXX introduced herself and stated that a XXXX XXXX license was NOT acceptable even when it was a Real ID Drivers License. I showed XXXX XXXX my US Passport which shows my place of birth as XXXX XXXX NY. I requested to see this regulation in writing to which she stated she was not authorized. Upon request she apparently called and spike with an XXXX named XXXX XXXX whom she had consulted and was not authorizing that a Checking Account be opened in my name.

I want to state, as I did so to both XXXX XXXX XXXX as well as to XXXX XXXX that I had opened an account for my grandson on XX/XX/XXXX with Wells Fargo at your branch in XXXX, South Carolina and that ALL of my personal data and information is on that account. Even after them verifying this in your bank system and seeing that the account is active they would not open up and account for me and made the state that " when this account was opened the bank made a mistake because my Real ID Drivers License was from XXXX XXXX. 

As I was sitting there my relative XXXX  Wells Fargo policies on Opening of a New Account and it is clearly stated that drivers license from XXXX XXXX is the acceptable identification on opening of an account. My relative also did an online chat on Wells Fargo 's website with XXXX. I have a copy of the chat that I received via email. And again I stress, I presently still have an account opened with my name and personal valid information, which has not changed to date. 

During the entire time, once XXXX XXXX went and got XXXX XXXX ( branch manager ), XXXX XXXX was present during the remaining time I was at the bank trying to open the checking account. In other words, XXXX XXXX can not deny that she had full knowledge of the situation since she made the final decision not to allow me to open the account. 

The entire purpose of opening the Wells Fargo checking account was because of my upcoming plans to move with my daughter in XXXX and wire transfer a large amount money that is in my personal checking account in XXXX XXXX. When I asked XXXX XXXX ( branch manager ) if I could show her my online banking information to confirm the address on my driver 's license and an official bank statement, XXXX XXXX declined. Had she given me the opportunity to show her, she would have not only confirmed my address, but also seen the amount of money that I would transfer to Wells Fargo once the initial deposit of {$25.00} to open the account had being deposited.

There is absolutely no excuse that a branch manager would not have full knowledge of what the bank procedures are and for her to refuse to call banking support which would have obviously confirm that someone in XXXX XXXX can open an account at Wells Fargo.

I am filing a complaint with CFPB for discrimination. There was no legal basis for XXXX XXXX to refuse me the opportunity to open an account with Wells Fargo.

The manager filed the complaint that I wanted to make. She filed it but refuse to give me a copy. I did received an email from Wells Fargo with the reference case # XXXX ( See attachment )

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