Consumer complaint received 2025-06-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: TX

Complaint narrative:
I am writing to formally file a complaint regarding the treatment I received at XXXX XXXX XXXX, XXXX XXXX, XXXX  XXXX branch on XX/XX/year>. The way I was treated at this location was discriminatory, unprofessional, and caused me XXXX XXXX XXXX 

Incident Summary : On the morning of XX/XX/year>, I accidentally transferred {$2000.00} from my Wells Fargo account to my XXXX bank account instead of the other way around, resulting in a negative balance of approximately {$2000.00} in my Wells Fargo checking account. I promptly called Wells Fargos customer service line and was informed that the funds would bounce back in a few business days, and that my balance would return to normal. 

Later that day, I went to the XXXX XXXX branch to request a cashiers check for {$1900.00} from my savings account, which had sufficient funds. I urgently needed the check to XXXX XXXX XXXX XXXX and avoid losing the XXXX, as I was transitioning out of an XXXX and did not have nearby family support. 

At the branch, the banker initially refused to issue the cashiers check, citing the negative balance in my checking accounteven though I made clear that the savings account had the full amount needed. I calmly explained the situation, including the mistake and the incoming funds from my external account. I even offered to immediately re-transfer the {$2000.00} from my XXXX account to temporarily correct the issue. 

In response, the banker stated she could not issue the check due to past transactions. When I respectfully asked her to clarify which specific transactions she was referring to, she was unable to answer. Instead, she left to consult with coworkers in the back and returned with the same refusal and a dismissive attitude. The entire interaction felt demeaning and discriminatory, as if I were being judged rather than supported as a loyal customer in a difficult situation. 

Eventually, she issued the cashiers checkbut the XXXX XXXX was already done. I left the branch feeling XXXX XXXX XXXX XXXX during a vulnerable and time-sensitive situation. 



Impact : I experienced XXXX XXXX XXXX XXXX XXXX 
I was treated in a dismissive and discriminatory manner, not reflective of the standards expected from a reputable financial institution. 
The banker could not provide a clear or policy-based explanation for the refusal, which appeared arbitrary and unjustified. 
The lack of proper documentation of my customer service call made the situation more confusing and difficult. 



What I Am Requesting : 1. A formal written apology from Wells Fargo for the way I was treated. 
2. Compensation for the XXXX XXXX and financial hardship I experienced. 
3. A formal review and investigation into the conduct of the staff at the XXXX XXXX XXXX branch. 
4. Assurance that staff will be trained or retrained to handle situations like mine with empathy, clarity, and respect. 

I have been a loyal Wells Fargo customer and expected to be treated with dignity and professionalism. What I experienced was the opposite. I am extremely disappointed by how I was made to feel and hope this matter will be taken seriously.

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