Consumer complaint received 2025-06-15 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: NY

Complaint narrative:
I am filing this formal complaint to report a disturbing incident of XXXX XXXX  and abhorrent and negligent customer service at the Wells Fargo Bank branch located in XXXX XXXX XXXX, XXXX, NY XXXX. As a XXXX business owner and community member, I found the treatment I received at this location to be not only offensive and dismissive, but emblematic of larger patterns of prejudice and exclusionary practices reported at this branch. 

After maintaining a business checking account with Wells Fargo for over a year, I visited the XXXX branch the XX/XX/year> to request a routine updateadding a beneficiary to my account. This is a standard banking function I have successfully completed at other financial institutions. However, I was met by branch representative XXXX XXXX, who abruptly told me that this request was not possible, without offering any explanation, review of my account, or alternatives. Instead of providing assistance, XXXX XXXX suggested that if I was unhappy, I could simply close my account. 

While I waited, I observed staff behavior that raised serious equity concerns : other clients, who appeared to share the ethnicity of the branch staff, were consistently greeted with warmth and offered private desk consultations. Meanwhile, I was told to wait without any attempt to discuss my concerns confidentially or respectfully. My experience was clearly influenced by implicit bias and prejudice, both of which are in violation of federal standards that prohibit unfair, discriminatory, or abusive banking practices.

The follow-up response from Wells Fargos Escalations Manager XXXX XXXX XXXX XXXX only worsened the matter. Rather than demonstrating concern, she demanded proof of the discrimination I experiencedan attempt to discredit my complaint and deflect accountability. Her failure to address the misconduct, or offer any meaningful remedy, confirms a systemic lack of regard for XXXX customers at this location. 

Request for Investigation : This is not an isolated case. A review of numerous XXXX XXXX and other consumer feedback reveals that this particular Wells Fargo branch has a documented pattern of discrimination, poor service, and XXXX insensitivity for years. These experiences, when viewed collectively, raise urgent questions regarding the branchs compliance with : The Equal Credit Opportunity Act ( ECOA ), which prohibits discrimination based on race, ethnicity, or national origin in banking services ; The Consumer Financial Protection Act, particularly provisions related to Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) ; and General standards of customer protection and equitable treatment under federal banking regulations. 

I respectfully urge the CFPB to initiate a formal investigation into the XXXX, NY Wells Fargo branch for repeated and credible allegations of racially biased service, systemic customer neglect, and discriminatory banking conduct. 



Sincerely XXXX XXXX XXXX XXXX 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