Consumer complaint received 2025-12-31 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Opening an account — Unable to open an account
Company: WELLS FARGO & COMPANY
State: PA

Complaint narrative:
Company : Wells Fargo Bank , N.A . 
Issue : Problems with customer service/ representative behavior Date of Incident : XX/XX/year> Time : Approximately XXXX PM XXXX Representative : XXXX XXXX XXXX ( claimed ) : XXXX Complaint Narrative : On XX/XX/year>, at approximately XXXX PM, I received a call from Wells Fargo representative XXXX XXXX regarding the business account application I submitted online. The interaction was deeply unprofessional, dismissive, and concerning from the very beginning. 

Montanezs tone throughout the call was arrogant, impatient, and noncooperative, giving the clear impression that he did not want to assist me or complete my application. Although he asked standard verification questions, his delivery was condescending and lacked any sense of professionalism or customer service. 

After confirming my information, he abruptly stated that he could not complete my application online and that I would need to visit a branch in person. When I asked for clarification, he claimed there was conflictual information from a previous application. This statement was false, and when I asked him to explain what information he was referring to, he refused to provide any details. He repeatedly stated, Thats all I can say, without offering any legitimate justification. 

His refusal to explain his own claim was unacceptable and inconsistent with standard banking procedures. His tone and behavior escalated the situation further. At XXXX point, XXXX laughed during the call, which was disrespectful, unprofessional, and inappropriate. His behavior made it clear that he was not taking the matter seriously and was treating the situation as if it were amusing to him. 

I informed him directly that his conduct was unprofessional and appeared discriminatory. Based on his dismissive tone, refusal to assist, and overall demeanor, I have reason to believe he would not have interacted in this manner with a male customer. I also informed him that I would be reporting the incident to the corporate office due to the severity of his behavior. 

When I requested to speak with a supervisor, he initially refused to transfer me. I had to insist multiple times before he finally transferred the call nearly XXXX minutes later. The individual who answered identified herself as XXXX, and she immediately disconnected the call without greeting me, acknowledging the transfer, or offering any assistance. This abrupt disconnection further compounded the unprofessional and unacceptable treatment I experienced. 

This entire interaction reflects a serious breakdown in professionalism, transparency, and equitable treatment within Wells Fargos business banking department. As a business owner seeking to establish a banking relationship, I expect to be treated with respect and integrity. Instead, I encountered behavior that was dismissive, obstructive, and suggestive of discriminatory bias. 

I am requesting that the CFPB require Wells Fargo to : Review the full telephone recording of this interaction, which will corroborate the representatives tone, conduct, refusal to assist, and the abrupt disconnection by the individual identified as XXXX. 

Conduct a formal investigation into the conduct of both individuals. 

Provide a written response outlining the findings and corrective actions taken. 

Ensure that my business account application is handled by a representative who is professional, transparent, and unbiased. 

I am seeking fair treatment, accountability, and proper handling of my application.

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