Consumer complaint received 2025-01-21 00:00:00
Product: Checking or savings account — Savings account
Issue: Opening an account — Didn't receive terms that were advertised
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I opened my platinum savings account in branch at the XXXX XXXX XXXX XXXX location in the XXXX Tx on XX/XX/XXXX with the bonus offer code of XXXX. The banker applied the offer code and I received and still have the printed paperwork showing the offer code was applied during account opening and the offer terms. The terms were " depositing XXXX or more by day 30 from account opening, maintain at least XXXX balance until day 90 after account opening and receive {$520.00} by 120 day of account opening.

I have met all requirements but no bonus was paid by day 120. I called Wells Fargo to submit an
inquiry on XX/XX/XXXX. I reached out again on XX/XX/XXXX but was told they couldnt find the inquiry submitted previously and had to submit a new inquiry. I reached out again on XX/XX/XXXX but was told that they couldnt find the inquiry again. After a lot of back and forth the agent said the back office was able to locate my 2 inquiries and they were both denied but no further information was available. This is unacceptable : not only I never heard from Wells Fargo regarding the inquires they couldnt even locate my inquiries ; Then after they finally found the inquires there is no explanation other than the bonus was denied. So, I asked a letter to be mailed to me with the reason regarding the bonus denial. On XX/XX/XXXX I submitted a complaint with the executive office at Wells Fargo. With the 2 inquiries and the complaint to the executive office I told the agent over the phone each time that I have the paperwork I received from the banker showing that offer code XXXX was applied during account opening and that I have the email with the offer code and the terms. 
On XX/XX/XXXX and XX/XX/XXXX I received 2 letters dated XX/XX/XXXX ( the date I asked the letters to be mailed ) regarding the bonus inquires saying the reason my bonus was denied was because no offer code was applied during account opening. On XX/XX/XXXX I received a secure message saying my bonus was denied because the offer code for the bonus was valid from XX/XX/XXXX to XX/XX/XXXX. How can Wells Fargo allow an expired offer code to be validated during account opening at the branch? Again, I do have the paperwork showing a valid offer code was entered and I have the offer terms printed for me as well. I am attached both of them here. However, during all 3 investigations I was not offered the opportunity to upload any documentation as proof. A denial and case closed was only communication I ever received each time. I never even heard back from the 2 inquires till I called and asked for a letter with denial explanation to be mailed to me. Also, each time the case was closed without any opportunity to upload any documentation. It seems there are some glitches in Wells Fargo system causing my bonus not be paid out. However, customers shouldnt be the one to take the loss when the mistake is on Wells Fargos side.

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