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  • Report: #145476

Complaint Review: Wells Fargo Bank

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  • Submitted: Wed, June 08, 2005
  • Updated: Sun, December 02, 2007

  • Reported By:Ogdensburg New York
Wells Fargo Bank
420 Montgomery Street San Francisco, California U.S.A.
  • Phone: 800-869-3557
  • Web:
  • Category: Banks

Wells Fargo Bank took a small situation and blew it way out of proportion, ripoff! San Francisco California

*UPDATE Employee: Banks make mistakes for a reason...

*Consumer Comment: Situation Resolved

*Consumer Comment: Situation Resolved

*Consumer Comment: Situation Resolved

*Consumer Comment: Situation Resolved

*Consumer Comment: I think Wells Fargo gets more compliants than any other bank.

*UPDATE Employee: Wells Fargo is GREAT! ..not in the business of giving away money

*REBUTTAL Owner of company: Wells Fargo lies to you and doesn't tell you why you cant have your money

*Consumer Comment: A Shelly and Michelle reality check

*Consumer Comment: A Shelly and Michelle reality check

*Consumer Comment: A Shelly and Michelle reality check

*UPDATE Employee: I agree with Shelly

*Consumer Comment: I feel your pain

*Consumer Comment: Response to Shelly

*UPDATE Employee: Do consumers hold any responsibilities?

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Here is a letter I wrote to WF. I have yet to receive a response. BTW, I used some phrases I found on this site that others had written. It helps my cause and I thank you!

Dear Sir,
My husband and I moved from California to Northern New York in November, 2004. We kept our Wells Fargo checking account open because it contained the proceeds from the sale of our house. After a while, most of that money had been transferred over time to our Key Bank account here in New York.

In April 2005, I spoke with a Wells Fargo (herein referred to as WF) Customer Service Representative (herein referred to as CSR) in an attempt to close our checking account. I do not recall the exact amount but there was a balance of $8.00 and some change in the account. The CSR I spoke with checked my account to see if there was any pending activity (which there wasn't) and asked me if I had any checks left from the account and I said yes.

He told me all I would have to do was write a check for cash and deposit in my existing Key Bank account, then call WF after the deposit cleared to officially close the account. He told me this would take approximately 5 to 10 business days. In hindsight, I should have asked him why WF could not just cut me a bank check for the amount and close the account right then and there, but it didn't occur to me at the time.

Perhaps because of the small amount owed us and the time passing, the situation eventually slipped my mind and I ended up completely forgetting about the money owed to us.

On June 1, 2005, we received a phone call from Key Bank telling us that our current checking accounts, including my husband's business account would have to be closed because we had been reported to ChexSystems by WF. I immediately called WF in an attempt to settle this matter as soon as possible so we could get our accounts reopened.

I was told that we now owed $432.55, of which $359.90 was in fees alone. When I asked how this could have gone from $8.00 to over $400.00, I was told that most likely during the 5 to 10 day check-clearing period, an automatic payment was put through. The CSR could not give me detailed information because the account was closed (I find this very hard to believe).

I believe the amount was about $15.00 from Stamps.com but will not know for sure until we get our final statement, which the CSR said could take up to 60 days, another fact I find hard to believe. Since we had less than $15.00 in the account, an NSF fee was applied. From what I can gather, because our account had a negative balance, more fees were applied over the next two months until the total amount accumulated to $432.55.

I asked the CSR what the quickest way would be to get this matter resolved and she gave me two options:

1)I could mail the amount but wouldn't be sent a confirmation letter until about 20 days after WF credited the payment to the account

2)I could contact a friend or relative in California to physically make the deposit at a branch and a confirmation letter would be sent out five days after WF credited the payment to the account.

On June 2, 2005, I sent my brother a money order to his work address via USPS Overnight at a cost of $14.00. Upon receiving it, he immediately took time out of his work schedule to go to a WF branch, made the deposit on my behalf, and received a receipt for it. He was then told that the payment went through and that I could expect a confirmation letter in about three weeks.

At this point, I was losing all patience. It was a Friday night so I would not be able to call WF until the following week. When I did call on June 7, 2005, I asked the CSR I spoke with why I was told two different stories. She said that it was just WF's procedure regardless of the method of payment and there was nothing she could do about expediting the letter and the first CSR I spoke with should not have told me it would take only five days.

Words cannot convey the anger and frustration I was feeling by now. We could not pay our bills and my husband's business had been virtually shut down. No bank would accept us until our names were removed from ChexSystems. We were also told that a confirmation letter would not guarantee removal.

When we did go to a bank to see if they would accept us, we were told that the ChexSystems report said we were reported for account abuse. These are very strong words to use for extremely loyal customers such as we were.

We opened our WF account in 1996. We had a checking account, a savings account, a car loan, an equity line of credit and our current mortgage all with WF. We even made it a point to go with WF for our current mortgage even though there are no branches or offices in Northern New York. We were being treated like common criminals.

When I called WF to try to recover part, if not all, of the fees, I was told that I could not because we had already been sent to collections..

While we take responsibility for not closing the Stamps.com account, we hold WF responsible for the situation escalating the way it did for a number of reasons:

1)WF should have just written us a check for the amount in our account and immediately closed or frozen the account.

2)Not having our mailing address is not an excuse to stop trying to contact us when WF had on file our phone numbers and email address. They also had all the correct contact information on our mortgage account. We think there was minimal effort on WF's part solely to maximize the amount of fees they could get from us.

3)WF should not have accepted the $15.00 in the first place knowing we were trying to close the account and knowing there had not been any activity (especially deposits) in the account for quite some time. If this was a credit card, we would have been deemed over limit and the $15.00 would not have gone through. How is this any different? It would be very easy to implement a denial of service based on insufficient funds, rather than to openly allow individuals to complete transactions that they obviously do not have the funds to cover.

4)Our Key bank account was closed because of being reported to ChexSystems, yet when I tried to get it settled, the first thing I was told was to send a check to get it resolved. Now, what is the logic of freezing my money in another account if I could use it to pay the WF balance?

The banking industry has the power to completely eliminate this problem, and yet they do not. Why? Well, then they could not generate all that easy revenue, could they? It is quite apparent that the banking industry does not have the best interest of their clients in mind.

We think WF could make its customers a lot happier by following the business models of some of its competitors. For those of you who say the customer is not always right, well... the customer is the one bringing money into your bank. Your company draws interest off that money which it invests, making quite a nice, little profit. Where do you think your salary comes from?

WF also nickels and dimes the consumers with their fees while you, their President and CEO, earn $50+ million dollars a year. Do you care about, or can you even fathom the degree of stress, frustration, inconvenience and anger that we have experienced throughout this ridiculous incident?

Because the policies and practices only benefit WF and not the consumer, WF fooled us into thinking they were an institution with heart and that cared. Apparently, our patronage and history meant nothing and we were left holding the bag.

Over the years, WF has acquired other banks (and vice-versa). In their efforts to become larger, they have left customer service and, most importantly, customers behind. Because of this incident, my brother and his wife will be closing their WF account. Too bad for you because they are in the market for a new house and will need a loan.

In conclusion, what we would like from WF is the following:

1)A refund of $387.55. This would allow WF to keep the original $15.00 plus ONE of the NSF fees of $30.00.

2)Our names COMPLETELY removed from ChexSystems.

We expect a prompt reply and resolution to this matter.

Regards,

Catherine
Ogdensburg, New York
U.S.A.

Click here to read other Rip Off Reports on Wells Fargo Bank

This report was posted on Ripoff Report on 06/08/2005 11:21 AM and is a permanent record located here: http://www.ripoffreport.com/r/Wells-Fargo-Bank/San-Francisco-California-94163/Wells-Fargo-Bank-took-a-small-situation-and-blew-it-way-out-of-proportion-ripoff-San-Fr-145476. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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Updates & Rebuttals

#1 UPDATE Employee

Banks make mistakes for a reason...

AUTHOR: Bankergirl - (U.S.A.)

I am sorry that you ran into such a problem with Wells Fargo. Wells Fargo does make mistakes sometimes, it's run by humans so it's bound to happen.

I am confused about a couple of things though. I work for Wells Fargo, if a charge is due to a bank error then the charges are deleted right then and there.

I cannot understand why one charge of $15.00 would grow to $400.00. You had $8.00 in the account. Then $15.00 came in making you overdrawn $7.00, then you got one overdraft fee of, I don't know when this was so we'll say $34.00. At this point you should be over drawn $41.00. Per the Wells Fargo disclosure the state of California has a $5.00 continuous overdraft fee that is applicable for 5 days. So your total charges should not have been more than $66.00.

As a Phone Banker these are the options that we can give you when you wish to close an account. Our computer systems are different than the ones in the branches, don't ask me why. So if there is money in your account, even 1 cent, we cannot close it. Customers are given 3 choices. You can allow the bank to keep the funds in the account if they are less than $25.00, and we can close it over the phone. You can pull the money out of the account, leaving it at a zero balance, then we can close it over the phone. You can send in a written request, to an address we can provide you, and WF can send you a cashiers check for the amount in your account, minus the cost of the cashiers check which is typically $8.00. In your situation the cashiers check would have been pointless. The advice you got from the Phone Banker in regards to the best way to close your account, was the best advice.

Once an account is closed and purged out of our system we cannot see activity. An account is purged within 3 months of closure. You can however order a copy of your last account statement and that will show the charges. You can also have the Phone Banker read the statement to you over the phone. Account information is kept in the WF systems for 7 years.

As far as the correct account information being on your mortgage. When you call in to Wells Fargo, most Phone Banker's can see that you have a mortgage, but that is the limit of what they can do with a mortgage.

In the last 6 months WF has made it possible for it's premier banking team to access mortgage information. If you do not get a premier banker though, then they will not be able to see any information.

It does sound like you got less than helpful service. I have encounted that as well. It never ceases to amaze me when I call in for help, help I give customers every day, and the person on the line doesn't know their butt from a hole in the ground.

However; there is some fault on your end as well, as I'm sure you realize. You did get advice on how to close the account and did not follow through.

I am not sure when that other person did that post about how we are not allowed to ever reverse fees. I have been with the company for 3 years, that is not our policy.

If it is a bank error, it gets deleted right then. If it is not a bank error and the person doesn't make a habit of overdrawing their account, then we can delete up to a certain amount. In fact, in October, WF raised the amount of charges we can delete by $25.00.

In the future, if you do not get what you consider good service from a WF employee, keep calling until you do. There are some fantastic Phone Bankers that love there job and want nothing more than to help.
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#2 Consumer Comment

Situation Resolved

AUTHOR: Catherine - (U.S.A.)

Hello everyone!

I just wanted to let you all know that WF refunded all my money. Not only that, but they also APOLOGIZED and ADMITTED they made MISTAKES.

To all you who supported me and my situation, I thank you. To all those with your "holier-than-thou, we're perfect and banks don't make mistakes" comments, YOU WERE ALL WRONG!!! The THREE people who probably tripped over each other to call me to apologized all agreed with everything I wrote in my letter (see original post).

Needless to say, I will not be doing anymore banking with WF (I am now with USAA) and there is nothing they can do that will bring be back. At least it's all over!

Catherine
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#3 Consumer Comment

Situation Resolved

AUTHOR: Catherine - (U.S.A.)

Hello everyone!

I just wanted to let you all know that WF refunded all my money. Not only that, but they also APOLOGIZED and ADMITTED they made MISTAKES.

To all you who supported me and my situation, I thank you. To all those with your "holier-than-thou, we're perfect and banks don't make mistakes" comments, YOU WERE ALL WRONG!!! The THREE people who probably tripped over each other to call me to apologized all agreed with everything I wrote in my letter (see original post).

Needless to say, I will not be doing anymore banking with WF (I am now with USAA) and there is nothing they can do that will bring be back. At least it's all over!

Catherine
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#4 Consumer Comment

Situation Resolved

AUTHOR: Catherine - (U.S.A.)

Hello everyone!

I just wanted to let you all know that WF refunded all my money. Not only that, but they also APOLOGIZED and ADMITTED they made MISTAKES.

To all you who supported me and my situation, I thank you. To all those with your "holier-than-thou, we're perfect and banks don't make mistakes" comments, YOU WERE ALL WRONG!!! The THREE people who probably tripped over each other to call me to apologized all agreed with everything I wrote in my letter (see original post).

Needless to say, I will not be doing anymore banking with WF (I am now with USAA) and there is nothing they can do that will bring be back. At least it's all over!

Catherine
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#5 Consumer Comment

Situation Resolved

AUTHOR: Catherine - (U.S.A.)

Hello everyone!

I just wanted to let you all know that WF refunded all my money. Not only that, but they also APOLOGIZED and ADMITTED they made MISTAKES.

To all you who supported me and my situation, I thank you. To all those with your "holier-than-thou, we're perfect and banks don't make mistakes" comments, YOU WERE ALL WRONG!!! The THREE people who probably tripped over each other to call me to apologized all agreed with everything I wrote in my letter (see original post).

Needless to say, I will not be doing anymore banking with WF (I am now with USAA) and there is nothing they can do that will bring be back. At least it's all over!

Catherine
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#6 Consumer Comment

I think Wells Fargo gets more compliants than any other bank.

AUTHOR: Kyle - (U.S.A.)

And they always point the finger at the customer, they never admit any wrong doings. I am sorry, but Wells Fargo people gotta realize that if its not for us as the consumer, they don't exist. And its not a Monopoly, there are plenty of other banks around:) I think it would be interesting to see how much business wells fargo has lost over the last few years:)

But lets all face it, we live in a world where every business is out to seperate us from our money, overcharging the hell out of all of us like we have an unlimited wallet. Hell, just this week I had to pay an extra $500 just because of B.S. like this.

The legitimate businesses out there do it straight up, you know what you are paying for and you get it. But then you have institutions like wells fargo that are constantly writing their policies to take advantage of every possible angle they can find. I don't know, but I don't like jeprodizing my livelyhood and trust something that has earned nothing but distrust in my book.

Just save yourselves headaches and find a nice local bank. Quit giving wells fargo money, they have swindeled enough already from all of us.
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#7 UPDATE Employee

Wells Fargo is GREAT! ..not in the business of giving away money

AUTHOR: Gloria - (U.S.A.)

Catherine,

Wells Fargo is not in the business of giving away money, they are called loans,not gifts and you have to pay that money back.

And a checking account is not a right, it is a priveledge, and if you abuse it, then it is a priveledge you don't deserve. If you authorize a transaction (the way YOU authorized your stamps.com payment) and there are not enough funds in your bank account to cover that transaction then you are abusing the account and fees will be incurred. That how checking accounts work.

"We think WF could make its customers a lot happier by following the business models of some of its competitors."

Please tell me the name of the bank that allows you to overdraw your account, and stay overdrawn for a few months w/out incurring any fees...is it LA LA LAND BANK??

As for doing away with fee reversals, most companies are doing away with it (successful companies at least) because it became clear that the only people really losing out were customers that have never needed a fee reversal. Those fee reversals increase company costs, which could end up being passed on to customers who actually know how to use their checking accounts. Besides that, companies spend so much money printing out those pesky little disclosures with all those fees neatly printed on there, that I guess they figured, why not actually enforce them?

Anyhow, I don't work for Wells Fargo Bank but I do work for a separate division of Wells Fargo that does mortgage loans. And for your information, for compliance purposes we are not always allowed to share contact information amongst each other. When you call in they might have access to your mortgage loan information *for verification purposes only* because you initiated the contact.

Hope everything works out for you!

PS. I apologize if anything is misspelled, I have to go.
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#8 REBUTTAL Owner of company

Wells Fargo lies to you and doesn't tell you why you cant have your money

AUTHOR: Cindy - (U.S.A.)

This is to the Wells Fargo employees, you are not GOD and therefore need to learn that you cannot judge people by the rules Wells Fargo makes up as they go. I had a problem with Wells Fargo.

Someone had opened an account with my information I think they call that (Identity Theft). They took deposits from me but then froze my account, personal and business for 14 days. Stating they didn't know why they were frozen.

I called numerous times and could get no answers. Finally I found out that my ssn# was on Chexsystems.

When I tried to contact Chexsystems they give you an option to go online and get a copy of your report. Well after completing the form it takes 7 days to get the report all while WF is holding your money.

Payroll checks won't clear, even my home mortgage check was sent back unpaid, well NSF. There was plenty of money in the bank, they also bounced my light bill and didn't tell me and my $230.00 light bill cost me $400.00 to get turned back on, also while being called a dead beat by TXU.

My elderly mother who lives with me was transported by ambulance to the hospital for heat stroke because of the light company and their refusal to turn back on the lights in a timely manner. This was all a result of WF screwing with my account.

After all was said and done I was told a check would have to be mailed to me to get my money back. They would not Fedex it only mail it. I filed a complaint with the banking commission and I got a response from WF legal department via FEDEX asking for more time to respond.

They would not send my money back Fedex but they would send their request for more time that way. This is totally amazing.

They need someone to bring them down a notch. They are not God and we do not have to worship them.

Take my advice, bank at a Credit Union, they do not use the Corrupt Chexsystems and you will be safe. They treat you like a human not a homeless, destitute reject.

Wells Fargo you need to rethink your business dealings.

Oh yes, I thought you were employees of Wells Fargo not grammar teachers, if your that bored why not try to do your job instead of playing on the internet. Does your boss knowhow much time your wasting, costing the account holders money for you being non productive, GET TO WORK!!!!
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#9 Consumer Comment

A Shelly and Michelle reality check

AUTHOR: Catherine - (U.S.A.)

Shelly,

According to the dictionary, the word "Duh" means, "Used to express disdain for something deemed stupid or obvious, especially a self-evident remark." The use of that word in my response to Shelly was completely warranted.

I do not think you understand the fact that the comment you refer to was written by a former employee, not by me. I only included it in my response to Shelly as an example.

As far as the term "Phone Banker" is concerned, I equate that to one being called a "maintenance engineer" instead of a "janitor." The two are virtually synonymous. (No, I am not calling you a janitor -- I am only using this as an example). In fact, if you notice the job postings I found on various web sites from Wells Fargo for "Phone Bankers", they clearly require customer service skills at some level. Therefore, you may not be a "Customer Service Representative" but you definitely are in the customer service business. Anyone who deals with any kind of customer is in the customer service business in some way, shape or form. I used the term "CSR" generically so I am sorry if this offended you (to those Customer Service Representatives out there -- I'm sure Michelle didn't mean to belittle you. She just seems to think "Phone Bankers" are superior).

Here are some examples of those job postings. I have highlighted the Customer Service parts for you in UPPER CASE LETTERS:

Phone Bankers Duties include: *Cross-sell products and services to callers while building client relationships by asking questions and responding to the needs of the customer.*PROVIDE SIMPLY THE BEST CUSTOMER SERVICE by focusing on creating a wow experience for our customers, one that leaves them feeling confident and connected to the Wells Fargo.*Exhibit a sense of urgency and a passion for delivering individualized attention to each customer daily.


PHONE BANKER 1: DL: 07-23-05. Requisition #751811. The Wells Fargo Phone Bank is currently seeking candidates for both full and part time positions, between 6am-midnight. Phone Bankers take incoming calls from Wells Fargo customers, and are RESPONSIBLE FOR PROVIDING EXCEPTIONAL SALES AND SERVICE EXPERIENCE TO OUR CUSTOMERS. Meet/exceed sale and service performance objectives in a fast paced, dynamic call center environment. Applicants must be able to attend a five-week paid training program, Monday through Friday, 8am-4:30pm. Weekend and Holiday work is required. Opportunity to earn quarterly incentive, minimum qualifications: 1+ year of sales and/or CUSTOMER SERVICE EXPERIENCE, effective listening and verbal communication skills; proven ability to meet/exceed set goals; CUSTOMER SERVICE and goal orientation; ability to work in a fast paced environment; a can-do attitude; self motivated; skilled in Window-based computer application.


PHONE BANKER 2: DL: 06-24-05. Req. #290611. Responsible for responding to routine inquiries and complaints from customers regarding financial products and services. Duties include: processing routine to complex transactions on-line; resolving routine to moderately complex transactions on-line; resolving routine to moderately complex problems and inquires and referring difficult problems to specialists. Responsible for cross-selling or sales referrals of products, may work on special projects. May be required to hold series licensing and certification. Minimum qualifications: 1-2 years experience on CUSTOMER SERVICE floor or related experience.

Lastly, if all you got out of my letter was that I was misclassifying Phone Bankers as CSRs, you sure did miss the point of my original letter didn't you?
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#10 Consumer Comment

A Shelly and Michelle reality check

AUTHOR: Catherine - (U.S.A.)

Shelly,

According to the dictionary, the word "Duh" means, "Used to express disdain for something deemed stupid or obvious, especially a self-evident remark." The use of that word in my response to Shelly was completely warranted.

I do not think you understand the fact that the comment you refer to was written by a former employee, not by me. I only included it in my response to Shelly as an example.

As far as the term "Phone Banker" is concerned, I equate that to one being called a "maintenance engineer" instead of a "janitor." The two are virtually synonymous. (No, I am not calling you a janitor -- I am only using this as an example). In fact, if you notice the job postings I found on various web sites from Wells Fargo for "Phone Bankers", they clearly require customer service skills at some level. Therefore, you may not be a "Customer Service Representative" but you definitely are in the customer service business. Anyone who deals with any kind of customer is in the customer service business in some way, shape or form. I used the term "CSR" generically so I am sorry if this offended you (to those Customer Service Representatives out there -- I'm sure Michelle didn't mean to belittle you. She just seems to think "Phone Bankers" are superior).

Here are some examples of those job postings. I have highlighted the Customer Service parts for you in UPPER CASE LETTERS:

Phone Bankers Duties include: *Cross-sell products and services to callers while building client relationships by asking questions and responding to the needs of the customer.*PROVIDE SIMPLY THE BEST CUSTOMER SERVICE by focusing on creating a wow experience for our customers, one that leaves them feeling confident and connected to the Wells Fargo.*Exhibit a sense of urgency and a passion for delivering individualized attention to each customer daily.


PHONE BANKER 1: DL: 07-23-05. Requisition #751811. The Wells Fargo Phone Bank is currently seeking candidates for both full and part time positions, between 6am-midnight. Phone Bankers take incoming calls from Wells Fargo customers, and are RESPONSIBLE FOR PROVIDING EXCEPTIONAL SALES AND SERVICE EXPERIENCE TO OUR CUSTOMERS. Meet/exceed sale and service performance objectives in a fast paced, dynamic call center environment. Applicants must be able to attend a five-week paid training program, Monday through Friday, 8am-4:30pm. Weekend and Holiday work is required. Opportunity to earn quarterly incentive, minimum qualifications: 1+ year of sales and/or CUSTOMER SERVICE EXPERIENCE, effective listening and verbal communication skills; proven ability to meet/exceed set goals; CUSTOMER SERVICE and goal orientation; ability to work in a fast paced environment; a can-do attitude; self motivated; skilled in Window-based computer application.


PHONE BANKER 2: DL: 06-24-05. Req. #290611. Responsible for responding to routine inquiries and complaints from customers regarding financial products and services. Duties include: processing routine to complex transactions on-line; resolving routine to moderately complex transactions on-line; resolving routine to moderately complex problems and inquires and referring difficult problems to specialists. Responsible for cross-selling or sales referrals of products, may work on special projects. May be required to hold series licensing and certification. Minimum qualifications: 1-2 years experience on CUSTOMER SERVICE floor or related experience.

Lastly, if all you got out of my letter was that I was misclassifying Phone Bankers as CSRs, you sure did miss the point of my original letter didn't you?
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#11 Consumer Comment

A Shelly and Michelle reality check

AUTHOR: Catherine - (U.S.A.)

Shelly,

According to the dictionary, the word "Duh" means, "Used to express disdain for something deemed stupid or obvious, especially a self-evident remark." The use of that word in my response to Shelly was completely warranted.

I do not think you understand the fact that the comment you refer to was written by a former employee, not by me. I only included it in my response to Shelly as an example.

As far as the term "Phone Banker" is concerned, I equate that to one being called a "maintenance engineer" instead of a "janitor." The two are virtually synonymous. (No, I am not calling you a janitor -- I am only using this as an example). In fact, if you notice the job postings I found on various web sites from Wells Fargo for "Phone Bankers", they clearly require customer service skills at some level. Therefore, you may not be a "Customer Service Representative" but you definitely are in the customer service business. Anyone who deals with any kind of customer is in the customer service business in some way, shape or form. I used the term "CSR" generically so I am sorry if this offended you (to those Customer Service Representatives out there -- I'm sure Michelle didn't mean to belittle you. She just seems to think "Phone Bankers" are superior).

Here are some examples of those job postings. I have highlighted the Customer Service parts for you in UPPER CASE LETTERS:

Phone Bankers Duties include: *Cross-sell products and services to callers while building client relationships by asking questions and responding to the needs of the customer.*PROVIDE SIMPLY THE BEST CUSTOMER SERVICE by focusing on creating a wow experience for our customers, one that leaves them feeling confident and connected to the Wells Fargo.*Exhibit a sense of urgency and a passion for delivering individualized attention to each customer daily.


PHONE BANKER 1: DL: 07-23-05. Requisition #751811. The Wells Fargo Phone Bank is currently seeking candidates for both full and part time positions, between 6am-midnight. Phone Bankers take incoming calls from Wells Fargo customers, and are RESPONSIBLE FOR PROVIDING EXCEPTIONAL SALES AND SERVICE EXPERIENCE TO OUR CUSTOMERS. Meet/exceed sale and service performance objectives in a fast paced, dynamic call center environment. Applicants must be able to attend a five-week paid training program, Monday through Friday, 8am-4:30pm. Weekend and Holiday work is required. Opportunity to earn quarterly incentive, minimum qualifications: 1+ year of sales and/or CUSTOMER SERVICE EXPERIENCE, effective listening and verbal communication skills; proven ability to meet/exceed set goals; CUSTOMER SERVICE and goal orientation; ability to work in a fast paced environment; a can-do attitude; self motivated; skilled in Window-based computer application.


PHONE BANKER 2: DL: 06-24-05. Req. #290611. Responsible for responding to routine inquiries and complaints from customers regarding financial products and services. Duties include: processing routine to complex transactions on-line; resolving routine to moderately complex transactions on-line; resolving routine to moderately complex problems and inquires and referring difficult problems to specialists. Responsible for cross-selling or sales referrals of products, may work on special projects. May be required to hold series licensing and certification. Minimum qualifications: 1-2 years experience on CUSTOMER SERVICE floor or related experience.

Lastly, if all you got out of my letter was that I was misclassifying Phone Bankers as CSRs, you sure did miss the point of my original letter didn't you?
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#12 UPDATE Employee

I agree with Shelly

AUTHOR: Michelle - (U.S.A.)

Catherine

Your "Duhs" make you sound so intelligent!!!!
And in response to your comment "When I was still in my first year as a CSR for Wells Fargo, they decided to do away with the one time/CSR discretion ability to reverse overdraft fees. Instead, a strict no exceptions rule was laid down.

Even in the case of bank error, the burden of proof would be on the customer, and if the customer claimed bank error, they had to wait up to 90 days for the dispute to be decided, and only then would any fees be reversed."

You again need to get your facts straight, if a bank error occurs we as Phone Bankers, just so you also have your terms correct we are PHONE BANKERS no CSRs, try and resolve the issue and if we cannot find a Bank error we will then have it researched but when we do find the errors that are due to the bank we credit the fee back.
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#13 Consumer Comment

I feel your pain

AUTHOR: Kyle - (U.S.A.)

In regards to chexsystems, I am kind of wondering if wells fargo doesn't try to find an excuse to throw you into that system when you close and account with them. I had an account with wells fargo and had an incident very similar to yours, and it came at a time I wasn't able to cover the fees so they compounded and added up to nearly $1000, and they didn't want to help me out in any way to prevent any further fees. This happened in the course of about 25 days before it was corrected, they told me in the event I was negative for more than 60 days straight I would be reported to chexsystems but it wasn't even 1 month straight, I closed my account with them. Well, a month later when I moved to arizona, I tried to open an account at US bank and they refused telling me I was in Chexsystems, I was like what????? So immediately I went to wells fargo to see what the deal is, and they brought up my info and said I wasn't in chexsystems at all and they hadn't placed the report. Well, in the end I was pretty much forced to go back to wells fargo which I was not happy about whatsoever, just because they jumped the gun and reported me, even though they denied it. Pretty much, they just don't believe in being fair and reasonable to their customers whatsoever. You ever file a claim, more than likely it will not even get filed, or if you have any other problems even if its their fault they will drag their feet to help you. I still bank with them, but I watch them like a hawk and do my best to never give them an opportunity to rip me off.
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#14 Consumer Comment

Response to Shelly

AUTHOR: Catherine - (U.S.A.)

Shelly --

Here are my answers point for point:


...while I understand your anger and frustration, I feel as though you are holding WF responsible for your error. I truly believe that the customer is always right. When you initially opened your account, were disclosures not given to you? Did you read the disclosures. If you do not believe what the employees tell you, why didn't you ask for the disclosures? It's clearly written in our disclosures what our policies are. (If you did not receive one, then I can mail it to you). The bank did not rip you or any customers off. We are a coporation, not a non-profit organization. We are in the business of making money, not giving money.

We are not holding WF responsible for our error. We are holding them responsible for not making the effort to contact us in a timely manner using the resources they had, therefore costing us money while making them more money. We opened our checking account in 1996. After moving a few times in the past ten years, I would not even begin to know where to look for the disclosures. I am sure that when customers are upset, disclosures are not the first things that come to mind. I never said that WF was anything other than a corporation. I agree they are in the business of making money. However, you are wrong to say they are not in the business of giving money. While this is a whole other issue, WF is also a lender. Duh!

When customers come inside the branch to close his or her accounts, bankers are required to inquire of any outstanding items including atm activities, outstanding checks, and automatic deposits and payments/withdrawals. To be quite honest, most customers refuse to hear anything we (employees) have to say until something goes wrong with their accounts.

We could not physically go into a WF branch to close our account. There are no branches in Northern New York. The CSR I spoke to told me about the fact that there may be some outstanding items and I understood this. Again, this was never the issue and we admitted the error on our part.

Letters are sent out to customers the next day when customers' accounts are overdrawn, request for an address change and the such. Did you inform the bank that you moved? If you moved to New York in November of 2004, you should have received statements from the bank. If you did not, shouldn't you have contacted us to ensure that we have your correct address?

I understand letters are sent out. That is where my frustration lies. Three CSR told me that for security reasons, the letters are never forwarded. I fully understand this. I would never want my banking information going to someone it should not. At the time we were buying our current house, we were living across the street at my husband's daughter's house while all the paperwork went through. After we moved into our new home, we received all our new WF materials and subsequent paperwork at our new address.

I know for a fact that all our accounts are tied together so someone, somewhere had to have all our current information on file. I know they are tied together for two reasons: 1) I was told by more than one CSR that they are and 2) for verification purposes over the phone, I had to confirm information from my checking account and my mortgage account at the same time. As far as statements are concerned, I had been receiving them via email for the past eighteen months. I also know WF had our new address because we regularly receive our mortgage statement from them at the correct address.

They also had TWO correct phone numbers and our email address on file the whole time. What is the point of having this CONTACT information if they are not going to use it to CONTACT us?

I think that it's really convenient for you to blame WF for an error on your part. Are you sure it was just one withdrawal from Stamps.com? If it was just one withdrawal for such a small amount, you shouldn't owe us over $400. Furthermore, the bank give customers the opportunity to bring their accounts to a positive balance. We don't close your account until it is more than 60 consecutive days overdrawn.

For at least the third time, we have already admitted the error on our part. I am not absolutely sure there was just one withdrawal from Stamps.com because WF told me that it could take up to sixty days to receive my final statement. I find it very hard to believe it would take this long when regular statements are generated on a monthly basis. Perhaps because we are no longer considered "customers", our situation takes a back seat.

I was told I could have a copy within ten days at a cost of $5.00. Wait a minute -- sixty days if I pay nothing but ten days if I give them $5.00. So they are capable of generating a statement as quickly as they want but only if it benefits them -- another ploy to make more money.

They could not email me my final statement since we no longer had an account with them. I don't see why they could not have set me up with a temporary log in that would have allowed me to view and print it for 48 hours or so. The cost to them would have been minimal, possibly less than it would be to generate a paper statement.

All businesses are in it for the money, not just WF. Even credit unions. Would you keep a business if you were losing money? Exactly!!! And by the way, my CEO is the lowest paid CEO in the industry. He doesn't even make half of what you state he makes. Perhaps you ought to do some research before you embelish things that are untrue.

Again, I never said WF was not in the business of making money. They should make money. I am all for free enterprise! Perhaps you should do some research before you kiss the ass of your CEO. As you can see by the following statements, I not only did my research, I have the proof to back it up! By the way, if your CEO had exercised ALL his stock options, he would have actually made more money for the year. Note number seven, which contradicts your statement:

1) Wells Fargo: In 2001, this company made over $3.4 billion in net income and did so well that it gave its CEO Richard Kovacevich over $34.4 million in total compensation. -- House Budget Committee, 108TH CONGRESS REPORT, HOUSE OF REPRESENTATIVES

2) Scores of companies allow CEOs and other executives personal use of the corporate jet. Wells Fargo, for example, spent $61,953 on costs associated with CEO Richard Kovacevich's personal flight time on top of Kovacevich's $8.5 million in 2004 salary and bonus. He also exercised stock options for a $42.9 million gain. --USA Today

3) Richard Kovacevich ranks #33 on the "Forbes CEO 800" -- Forbes.com

4) According to some calculations, he was the 7th highest paid CEO in the world in 2003. --Answers.com:

5) Richard Kovacevich is the #3 highest-paid CEo of the Bay Area. -- Contra Costa Times

6) May 22, 2005 -- Biggest bonus for 2004: Richard Kovacevich (Wells Fargo), $7.5 million -- SFGate.com

7) Wells Fargo CEO Richard M. Kovacevich was the highest paid among the financial services industry, hauling in $52.1 million in 2004. -- Fair Economy.com www.faireconomy.org/press/2005/Tax_Day_Report_0405.pdf

8) 10 highest paid CEOs of S&P 500 companies in 2002. [Editor's note: This story includes a chart that understates the complete earnings of America's top-paid CEOs. The chart ranks the top-paid CEOs, but does so using a narrow measure (cash compensation). If noncash pay such as stock options had been included, the average pay levels would have been much higher and different CEOs would have been at the top of the ranking.] .......Wells Fargo & Co. (Richard Kovacevich) $8,000,256 -- Christian Science monitor


It is customers like you that makes our job that much more difficult. I have been with the bank for almost a decade and I love and enjoy what I do, but when I encounter customers who are ignorant, irrate, and obnoxious I simply cannot sympathize with. We value our customers, but there is only so much that we can tolerate.

Customers like us? We are neither ignorant nor irate. I have not been obnoxious up to this point but I am about to be:

Your spelling and grammar are atrocious. Let's start at the beginning:

1) How many times do you have to mention the word "disclosures" to get your point across?

2) "Did you read the disclosures." should have a question mark at the end.

3) WF is a corporation, not a coporation

4) "When customers come inside the branch to close his or her accounts" should have read, "When customers come inside the branch to close their accounts..."

5) "inquire of" should be "inquire about"

6) atm should be ATM

7) "Furthermore, the bank give customers..." should be "Furthermore, the bank gives customers..."

8) "Even credit unions." is a fragmented sentence.

9) "And by the way," should just be "By the way."

10) "embelish" is spelled e-m-b-e-l-l-i-s-h

11) "It is customers like you" should have read, " It is because of customers like you"

12) "irrate" is spelled i-r-a-t-e

13) "...and obnoxious I simply cannot sympathize with." should not have "with" at the end of it.

I am sure I missed a few. you might want to use the spelling checker on your computer, or better yet, take a refresher course in remedial English. Perhaps you could go back to school to get your GED.

If your brother wants to take his business else where, then that would be up to him. Although we are sorry to him leave, there is only so much that we can do. We (employees) are humans too. I'm sure customers wouldn't appreciate it if we came to their jobs and yelled at them, they shouldn't do that to us.

I have NEVER yelled at a WF CSR. Again, I only dealt with them over the phone, never in person with this issue. While I agree you should not be yelled at, CSRs are there to deal with customers -- that is why they are called "Customer Service Representatives." Again -- Duh!

Technically, over-the-phone customers are going to the CSRs places of employment and are allowed to do so.

You cannot tell me that WF does not rip people off. Their business ethics have been questioned for years. They have numerous lawsuits against them and have already lost some of those lawsuits. You are in denial if you think WF doesn't screw some customers some of the time. They did not get to be as large as they are by not stepping on some people along the way.

Here is a blurb from a former employee:

"When I was still in my first year as a CSR for Wells Fargo, they decided to do away with the one time/CSR discretion ability to reverse overdraft fees. Instead, a strict no exceptions rule was laid down. Even in the case of bank error, the burden of proof would be on the customer, and if the customer claimed bank error, they had to wait up to 90 days for the dispute to be decided, and only then would any fees be reversed.

After the first full fiscal quarter of this new policy, we received a thank you card from whichever department had spearheaded the idea.

It basically showered the CSRs with praise for increasing that quarters profit by whatever percentage/dollar amount, thanked us for enforcing the no exception fee reversal rule and threw in some corporate slogan to boot!! I nearly puked. Essentially a thank you note admitting the banks motive to profit on overdraft fees in particular. Pretty sick when on average, banks charge 30$ per item, and in reality it costs them less than a dollar to cover the items."

Speaks volumes, doesn't it?

Not responding to this would only prove cowardice on your part.

Have a nice day.

Catherine
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#15 UPDATE Employee

Do consumers hold any responsibilities?

AUTHOR: Shelly - (U.S.A.)

Dear Catherine, while I understand your anger and frustration, I feel as though you are holding WF responsible for your error. I truly believe that the customer is always right. When you initially opened your account, were disclosures not given to you? Did you read the disclosures. If you do not believe what the employees tell you, why didn't you ask for the disclosures? It's clearly written in our disclosures what our policies are. (If you did not receive one, then I can mail it to you). The bank did not rip you or any customers off. We are a coporation, not a non-profit organization. We are in the business of making money, not giving money.

When customers come inside the branch to close his or her accounts, bankers are required to inquire of any outstanding items including atm activities, outstanding checks, and automatic deposits and payments/withdrawals. To be quite honest, most customers refuse to hear anything we (employees) have to say until something goes wrong with their accounts.

Letters are sent out to customers the next day when customers' accounts are overdrawn, request for an address change and the such. Did you inform the bank that you moved? If you moved to New York in November of 2004, you should have received statements from the bank. If you did not, shouldn't you have contacted us to ensure that we have your correct address?

I think that it's really convenient for you to blame WF for an error on your part. Are you sure it was just one withdrawal from Stamps.com? If it was just one withdrawal for such a small amount, you shouldn't owe us over $400. Furthermore, the bank give customers the opportunity to bring their accounts to a positive balance. We don't close your account until it is more than 60 consecutive days overdrawn.

All businesses are in it for the money, not just WF. Even credit unions. Would you keep a business if you were losing money? Exactly!!! And by the way, my CEO is the lowest paid CEO in the industry. He doesn't even make half of what you state he makes. Perhaps you ought to do some research before you embelish things that are untrue.

It is customers like you that makes our job that much more difficult. I have been with the bank for almost a decade and I love and enjoy what I do, but when I encounter customers who are ignorant, irrate, and obnoxious I simply cannot sympathize with. We value our customers, but there is only so much that we can tolerate.

If your brother wants to take his business else where, then that would be up to him. Although we are sorry to him leave, there is only so much that we can do. We (employees) are humans too. I'm sure customers wouldn't appreciate it if we came to their jobs and yelled at them, they shouldn't do that to us.
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