Consumer complaint received 2026-01-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: WELLS FARGO & COMPANY
State: IL

Complaint narrative:
I opened a Wells Fargo Everyday Checking account ending in XXXX online on XX/XX/XXXX, specifically to take advantage of their advertised {$320.00} new customer bonus. The promotion was widely publicized on XXXX XXXX website and third-party sites like XXXX XXXX and XXXX, requiring a minimum {$25.00} opening deposit and {$1000.00} or more in qualifying direct deposits within 90 days of account opening. I met these requirements, including receiving over {$1000.00} in direct deposits during the qualification period, but Wells Fargo has denied the bonus, claiming no bonus code was applied during the application and that there was insufficient information provided.

Additionally, while traveling abroad, I experienced significant issues using my Wells Fargo XXXX XXXX XXXX ending in XXXX. On XX/XX/XXXX, multiple transactions with the merchant XXXX  ( XXXX ) were initially approved by XXXX and Wells Fargo but later reversed by the merchant, with one XXXX attempt declined due to verification. This caused disruptions and financial inconvenience during my trip. When I contacted XXXX XXXX phone bankers for assistance, they were unhelpful, stating they could not discuss my account with a third party ( even if I brought XXXX on the line ) and that no further action could be taken since the issue was with the merchant. I believe Wells Fargo should provide better support for international transactions and merchant disputes. 
I initially raised these concerns with Wells Fargo and filed a complaint with the XXXX XXXX XXXX  ( XXXX  case # XXXX ). Wells Fargo responded in a letter dated XX/XX/XXXX ( their case # XXXX ), apologizing for the service issues but upholding the bonus denial due to the missing code and lack of details. They closed the case without resolution. I disagree with this outcome. The {$320.00} bonus was prominently advertised without always clearly specifying a mandatory code in public promotions, and if one was required, the online application process should have prompted it or applied it automatically via promotional links. Denying it now feels like misleading advertising, especially since I relied on the offer and fulfilled the deposit requirements. For the debit card issues, their response dismisses their responsibility in ensuring reliable payment processing and customer support abroad.

I request that Wells Fargo credit the {$320.00} bonus to my account immediately,
provide a detailed explanation or compensation for the debit card inconveniences ( e.g., any fees incurred or time lost ), and improve their processes to prevent
similar issues. I have attached supporting documents, including the Wells Fargo response letter, account statements showing direct deposits, transaction records for the XXXX attempts, and screenshots of the bonus advertisements.

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