Consumer complaint received 2026-07-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
On XX/XX/2026 around XXXX XXXX, I walked in to Wells Fargo Lobby to make an withdrawal. The teller XXXX called me up to help me and ask how much did I want to withdraw, I stated XXXX, she looked at me, dropped her head, wrote the amount on a sticky note looked over at the Manager, showed him the amount XXXX XXXX XXXX ( Branch Manager ) and they both looked at me, with disbelief in their eye contact towards me, he walked over and said they could not help me. Then XXXX suggested that I go to another Wells Fargo bank or a bigger branch I ask why, he said he could not explain to me why. Now I am standing in my bank for 24 years or more where I have paid my mortgage to, car notes to, direct income deposits and I was told I could not withdraw my own money out of my own account. I was so hurt, and embarrassed amongst the other customers, as if I was doing something wrong as I was the only XXXX XXXX customer amongst the white customers inside the XXXX XXXX at the moment when I was denied services out loud. I had a contractor waiting for his payment, I had to go back to work. I did not argue or cause a scene. XXXX XXXX said I could not be help and I said and felt like it was because I was XXXX XXXX and walked out the Bank with a feeling of hurt, disrespect, and discriminated against as I bursts into tears, because this was not right and I never have felt this since of discrimination before and belittled in a lobby full of white people who all started looking at me as if I was an criminal because that's how XXXX and the Branch Manager XXXX was treating me. I went to my car and cried, I was calling the customer service # to complain and went back in to get their names. Now after I asked for their information, XXXX XXXX can suddenly help me. I withdrew XXXX. I was asked several security questions, repeatedly. I was asked where I work. I was asked why wouldnt want I get a cashiers check. It was like a interview. I have been going to Wells Fargo Branch on XXXX for years and the past couple of weeks making large money withdrawals and it always be smooth in and out. But what I experienced today from two XXXX that prejudged me and refused to properly help me the first time, is unacceptable. All I wanted was to get my money, pay my contractor and go to work, instead my time was wasted, I was disrespected, humiliated, embarrassed and now experience this XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, to change is, still going on in 2026 treatment from Wells Fargo XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I do not want anyone else to experience this, because my whole day has been ruined as well as my trust in Wells Fargo XXXX XXXX for people of my XXXX equal customer service. I would like action to be taking and XXXX trained better not to discriminate do to her judgement of what XXXX people can withdraw large amounts of money without being interigated or discriminated against

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