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Just spent close to an hour on the phone with WF about an ATM deposit that they decided to suspend. Mind you, the check was from Well Fargo Retirement Services and made out to me with the same address that the bank has on file for my home address. I only happened to notice that the check was suspended because I was online getting ready to pay bills.
When I called to find out what was going on, I was told that the name on the check did not exactly match the name on my account.
Seriously? Why have I never had a problem with my paychecks that are direct deposited? Why have I never had a problem with my IRS refund checks? I have been a customer for 10 years and never had a problem with this.
You would think that a check from Wells Fargo Retirement going into a Wells Fargo Checking Account would be a gimmee. Unbelievable!
I ended up speaking to 3 different people (the first was very patient and understanding) and still didn't get a solution. The "supervisor", Chris, started out friendly, but when I asked him to quit hiding behind policies and procedures and to use Common Sense, he got very short with me. He got me to a real "GEM" of a manager, "Jay", who acted like I had interrupted his smoke break. I never used one curse word and was simply asking them to tell me the truth, but that caused them to get pretty defensive.
I understand that accidents happen, but only the first person that I spoke to had the sense enough to apologize. When I hung up on Jay, my problem was not handled. I was told that they would be sending the check back to me or I could call Retirement Services to see if there was anything that they could do. Not one person took ownership of the situation. Not one person offered to oversee the problem and see it through to the end. I was actually told that this was NOT a bank error.
Only after I got off the phone with these people that I got a call from Joanna in ATM Adjustment Services. She took care of the issue and she apologized profu
In Oct. 2008, Vineyard Bank was having financial trouble that prompted us to move our accounts to Wells Fargo agreeing to extend to us the same no-fee arrangement that we were enjoying with VB. WF got our (12) accounts (balances as of Dec. 31, 2014, total north of $675,000) because two reps AVP Boltran Wu from LA office & Richard Bao from Walnut Branch met me personally.
From 2008 thru Oct. 2014, this no-fee arrangement was honored by WF up until Walnut branch manager Marcus Rivas quit, preceded by the promotion of previous customer service manager. The following month in November, I requested the business account, csm, and ultimately the replacement branch manager Nick Williamson to waive a wire transfer fee of $30. All of them said they could not help.
I then wrote via certified mail to district manager Karen Wong on Jan. 15, received Jan. 20, 2015. After having received no response nor phone call for a month and half, I phoned her office and Ms. Wong denied having received the letter. She asked me if I have anything in writing coming from WF about the no-fee arrangement. No, but history of all 12 accounts support the "no-fee" arrangement as not one fee appears as they were all waived since Oct. 2008. I suggested to Ms. Wong to phone former csm, now La Habra manager D. Park to verify. Ms Wong retorted that granting the bank has committed to such an arrangement, it is widely disclosed that the bank can always change its policies at any time. Finally, Ms. Wong said she could not do anything. However, when I requested her to put the bank position in writing, she said bank policy does not require them to respond in writing.
As I am an employee myself with reporting responsibility, and what I am hearing from Ms. Wong is hard to believe, I fired another certified letter this time to CEO John G. Stumpf on Feb. 27 respectfully requesting a written response. Letter was received on Mar. 6, still without result after 3 weeks.
Kim the store manager is so rude and mean, and always has an attitude when I come in to the bank. There is also another manager named Scott Bales that is always sleeping on the job, LAZY, MEAN, and is rude when I ask him a question. Honestly where do they even find people like this to work in a bank. I thought a banking experience was all about customer service, and going out of the way for the customer. Even when I asked Scott Bales a question he just yelled at me like I'm deaf or incompetent. I WILL NEVER GO TO THIS BANK AGAIN, AND I REALLY HOPE SOMEONE TAKES HEED AT BEWARE.