Consumer complaint received 2025-08-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WELLS FARGO & COMPANY
State: NV

Complaint narrative:
Offer & Terms In XXXX I received an email from Wells Fargo promoting a {$2500.00} bonus if I upgraded my checking account to Premier and deposited at least {$250000.00} in new funds, maintaining the same balance in linked accounts for 90 days ( see attached ). The offer did not say funds must be in checking only.

Deposit & Branch Confirmation I had funds scheduled to arrive from Treasury into my XXXX XXXX XXXX XXXX account on XX/XX/XXXX. Before my appointment with Wells Fargo in one week, I called and asked whether to send the funds directly to Wells or leave them at XXXX and transfer them later after I upgraded. The representative told me to have the funds sent directly to Wells, confirming they would count as new deposits even if they arrived a few days before my XX/XX/XXXX upgrade appointment. I updated Treasury Direct, and the funds over {>= $1,000,000} were deposited into my Wells savings account on XX/XX/XXXX ( see attached ). 

On XX/XX/XXXX, I met with banker XXXX XXXX at the XXXX XXXX XXXX branch. She reviewed the deposits and confirmed that the funds in my linked savings qualified. The next day, my Wells Fargo portal included documentation of our meeting, stating : Promotional rate applied ( see attached ).

Run-Around & Contradictory Explanations After 30 days with no bonus, I called and was told it could take up to 60 days. After 60 days, I was told it could take up to 90. After 110 days, I called again on XX/XX/XXXX and was told I didnt qualify because I had upgraded instead of opened a new account. The promotional email clearly said upgrade. The rep reached out to the escalation team, who suggested I go to the branch and investigate why the promotion was not applied correctly. I refused, as it is not my job as the client to investigate, and the escalation team agreed to start an internal complaint, gave me a case number, and told me someone from the Executive Office would call.

Unprofessional Denial from the Executive Office On XX/XX/XXXX, I received a call from XXXX at Wells Fargo Executive Office ( XXXX ext. XXXX ). From the very start, she was rude and dismissive. She opened the call by saying : I dont think I can get you your money, its been more than 3 months. There was no attempt to ask questions, gather facts, or show any interest in resolving the issue.

When I asked how long her review would take, she told me Wells gave her 10 days and she would use the whole 10 days. And she did. On XX/XX/XXXX, at XXXX XXXX ( just 3 minutes before the 10 days were up and before logging off for the weekend ), she called back and quickly told me : You dont qualify. Thank you for choosing Wells.

When I pressed her for a reason, she admitted she wasnt sure and had to search for paperwork. She then said I didnt qualify because the funds were in savings, not checking, per a promotional department letter. I read her the email verbatim, which clearly states linked accounts, and reminded her the branch banker confirmed the same thing. Her response : I go with what the promotional department says, they have the final word.

On this recorded phone call I offered to send her a copy of the email and suggested she reach out to the promotional department again, so they could see the terms and do the right thing. I told her otherwise I would be obligated to file a complaint with a third party. She refused, stating she could only reach out once to the promotional department for the same issue, and told me to file a complaint if I wished.

Impact I have been a Wells Fargo client for over 20 years, with multiple mortgages, business
accounts, personal accounts, and credit cards all in perfect standing, never once a late payment, never an overdraft, and never a dispute. To be treated this way after following every instruction was unacceptable.

Had I left my money in Treasuries, I would have earned more than {$2500.00} during the four months Wells held my funds. Instead, I am left with nothing but broken promises and poor treatment. This is not only a financial harm, but a breach of trust.

Pattern of Conduct Wells Fargo in the last few years has paid over {$3.00} XXXX in fines and settlements for deceptive practices. The XXXX XXXX XXXX  lists over 150 complaints recently filed against them, and Wells holds an F rating, as the majority were left unanswered and unresolved. This case appears to follow the same troubling pattern advertising promotions, then denying them on technicalities that do not exist in the published terms, while dismissing long-standing clients who ask for fair treatment.

Attachments to Upload : -Screenshot of promotional email showing the linked accounts clause.

-Branch/portal document noting Promotional rate applied.

-Account statements showing the new deposit on XX/XX/XXXXXXXX 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 monetary relief