Consumer complaint received 2026-07-14 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WELLS FARGO & COMPANY
State: UT

Complaint narrative:
Subject : Formal Complaint Regarding Discriminatory Treatment at Wells Fargo XXXX XXXX, XXXX XXXX, Utah XXXX I am submitting this formal complaint regarding my treatment at the Wells Fargo XXXX XXXX in XXXX XXXX, Utah, on XX/XX/year>. 

I visited the branch to withdraw {$1600.00} from my account. During my visit, I was assisted by the same teller about whom I had previously filed a complaint. She informed me there was a fraud alert on my account and requested that I verify my identity. 

I fully cooperated with her requests and provided the identification and verification information she requested multiple times. Despite successfully verifying my identity, she refused to release my funds. 

The teller then called the police. While speaking with the dispatcher, she identified my race by stating that I was XXXX. She instructed me to leave the bank, because I was recording. I informed her that I was not recording her personally, that her face was not visible in the video, and I asked her to show me any posted policy prohibiting recording inside the branch. She was unable to do so and instead repeatedly ordered me to leave. 

I told her I would comply and wait outside for the police. I returned to my vehicle and explained the situation to my husband. He then entered the branch to ask what had occurred. During that interaction, the teller became extremely upset, yelled at him, stood up abruptly from her desk, and came so close that she nearly struck him in the face. This interaction was captured on video. 

When the police arrived, they informed us that we could not retrieve our funds at that branch and that if we returned we could be arrested for trespassing. We then went to another Wells Fargo branch to withdraw the same {$1600.00}. However, we were informed that a hold had been placed on our account, preventing us from accessing our own money we bank with this bank often in two or three days before the incident we retrieved over {$10000.00} out of our account with no problem just the ID.

I believe I was treated differently because of my race. I had already complied with the banks identity verification procedures, yet I was denied access to my funds, removed from the branch, and left unable to access my account. The events that followed caused significant embarrassment, emotional distress, and inconvenience. 

I respectfully request that Wells Fargo : * Conduct a thorough investigation, including reviewing all branch surveillance footage, body camera footage ( if available ), 911 recordings, internal account notes, and employee communications related to this incident.

* Explain why my identity verification was deemed insufficient despite my compliance. 
* Explain why a hold was placed on my account after I left the branch. 
* Review whether Wells Fargo policies regarding fraud alerts, customer identification, and customer treatment were properly followed.

* Investigate whether discrimination or racial bias played a role in the handling of this incident.

* Provide me with the results of the investigation in writing and advise me of any corrective actions taken. 

I also request that all records related to this incident be preserved, including surveillance video, call recordings, internal communications, account notes, and any documentation created by branch employees on XX/XX/year>. 

I expect this matter to be investigated promptly and fairly. 

Sincerely, 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