Consumer complaint received 2024-01-31 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: VA

Complaint narrative:
XXXX XXXX we ( my adult daughter XXXX and myself ) went to our branch of Wells Fargo with an offer card we received in the mail. The card offered {$2500.00} to upgrade my relationship with WF by depositing {$250000.00} and leaving it in the account for 90 days. I showed the banker XXXX the card and 2 cashier checks from another local bank written for a total of {$250000.00} I was very clear that I wanted to make sure we did everything to meet the parameters of the offer and that we were ONLY moving the money to WF to take advantage of the offer. Years ago I had done an offer with WF to open account and never received the promised cash so I came into this knowing that I needed to be skeptical and keep documentation. They asked me if I wanted both checks in the same account or one in savings and one in checking. I said ideally a savings and checking BUT ONLY if it met the conditions of the offer. The branch manager said he would call and assure it would meet the qualifications of the offer before we did the transaction. He returned in 15 minutes and said yes it was fine as long as the accounts were linked. I then said we must make sure they are linked. He said oh they will be as if all accounts under a the same people are linked. My XXXX daughter XXXX and I opened the accounts jointly which they assured us would not jeopardizes the offer and were assured they were linked. As we left the bank we joked to the branch manager make sure those accounts are linked. XX/XX/XXXX XXXX received a phone call from XXXX at the branch saying that when Wells Fargo processing set up the accounts unlinked. XXXX said she tried to fix the problem and they would not allow it. She told XXXX she needed to call customer service and do it. XXXX called immediately and they assured her the accounts were linked. 

Fast forward 94 days. No {$2500.00}. added to our account. I called WF Premier customer service and was told we did not meet the qualifications of the offer because we opened two accounts and for almost 2 hours we were passed from representative to representative with each saying they would put in a request to research the situation which would take a minimum of 10 days. I said that was unacceptable and we needed the matter resolved as we were building a house and needed to access our funds. We kept pushing to speak to someone who could make a decision. Finally after being left on hold for 25 minutes numerous times the representative contacted the bank and they confirmed they received approval to do 2 accounts as long as they were linked. So then the headquarters people came back on the line and now said we didnt qualify because the accounts were not linked. XXXX told them that on XX/XX/XXXX she notified XXXX that the accounts werent linked and XXXX said XXXX must not have called customer service, which is not true. We persisted that we had done everything in our power to set up the accounts correctly and the disqualification reasons they sited were caused by WF errors and out of our control. We then demanded to speak to someone with the authority to correct the problem. We were transferred to XXXX. She spoke very quietly and then disconnected the line. We waited for a call back. Nothing. We attempted to call back and were told no one knew of a XXXX and after and hour of getting passed around we got angry and said they had 48 hours to put the money in our account or we would contact you. As a last ditch effort we called XXXX at our branch and left a message on her voicemail requesting her to call us back. No call back. No response. It has been 2 days since we left that message We feel this was an involved run around to discourage us from pursuing our {$2500.00}. bonus that we legally met all the parameters to receive. We deposited the funds according to the branch managers specifications and the WF offer card and we waited the required time. We have the offer card and deposit slips and the account paperwork as well as our bank statements showing the money in the bank from XX/XX/XXXX and still there today XX/XX/XXXX. 

We fulfilled our part of the contract. Wells Fargo accidentally? Not linking the account at their processing center is not the result of us the customers not doing our requirements. The customer service people running us in circles is clearly a smoke screen to avoid fulfilling their part of the contract. It is illogical that they disqualified us based on WF errors. There is nothing we could have done differently as customers. We feel this is blatant fraud and they actively worked to disqualify us through their errors?

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