Consumer complaint received 2025-12-09 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
To : Wells Fargo Regional District Management Wells Fargo Executive Office, Customer Care & Resolution Group Wells Fargo Fair & Responsible Banking Compliance Division Re : Case # XXXX Account Ending : XXXX Client : XXXX XXXX XXXX Dear Wells Fargo Leadership, I am writing to formally escalate my concerns regarding my XX/XX/XXXX interaction at the XXXX XXXX branch. I appreciate the initial response provided by the Escalated Complaints Office ; however, the explanation focused exclusively on policy and did not address the core issue : differential customer treatment based on perceived demographic and socioeconomic identity.

As stated earlier, I fully understand and support Wells Fargos fraud-prevention protocols. My concern is not the wire-transfer checklist. It is the difference in tone, demeanor, and engagement displayed by the branch manager toward different customers present at the branch that day.

During my visit, I observed the manager warmly greeting several XXXX and XXXX clients proactively approaching them, smiling, asking how they were doing, and engaging them conversationally. In contrast, the interaction directed toward me was markedly different : firm, guarded, and noticeably suspicious. The difference was not subtle ; it was patterned. 

I am a XXXX  who has lived and practiced in the United States for more than two decades. I am fully aware of how implicit bias shows up in professional environments. Whether the bias is conscious or unconscious, whether the employee is XXXX or not, the effect is the same : certain customers receive welcome and rapport, while others receive scrutiny and distance. 

I am not alleging misconduct with respect to the wire process. 
I am documenting behavioral disparity in customer engagement a matter that directly falls within Wells Fargos Fair Banking and service-equity standards.

As a long-standing client who has conducted multiple high-value transactions responsibly, I expect equal respect and equal human warmth irrespective of race, ethnicity, or assumed socioeconomic positioning.

I request the following : 1. A formal review by Regional Leadership, not just branch management.

2. An acknowledgment that differential engagement not policy is the concern.

3. Reinforcement of equitable client-interaction standards within the XXXX XXXX branch XXXX 
4. A brief written confirmation that this escalation has been received and reviewed by the appropriate higher-level teams.

This escalation is submitted respectfully and professionally, with the intention of strengthening the client relationship, not damaging it. My expectation is only that Wells Fargo delivers consistent, fair, and respectful service to all clients across demographic lines.

Thank you for your attention. I look forward to your response. 

Sincerely, XXXX XXXX XXXX XXXX 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