Wells Fargo Bank

Reviews

• JG

  Joe Graham

  Oct 23, 2023
  1.0
  We had the most frustrating experience today and still didn't get all that we needed to get done. Our experience started a couple weeks ago, when we had an appointment on a Friday and arrived on time for it. We walked in and all the employees were sitting around and we were told their systems were down all day and we should come back on Monday. So we tried again the next Monday and when we got there, we could tell we would get the same story. We were told again that their systems were down and they blamed a fiber cut on University Drive that was caused by the road widening project that is underway. It was ironic because we had just been to the nearby UPS store, where they told us they were affected similarly by the fiber cut but they scrambled and paid for a wireless Internet connection as backup for their business. I don't know why a bank like Wells Fargo didn't have any kind of backup plan for their customers. So, today we returned to make changes to several accounts. The systems were back up, great...however, we were told to wait for a rep at one of the desks to help us. There was a lobby full of other customers waiting. We stood around for an hour and a rep finished with someone else and took us to her desk. She said she was the new girl and would have to call support to find out how to make the changes we needed. She would get so far with the call and would get hung up on and have to call back and start over. She seemed to be trying and we appreciated that but this was taking forever. Finally, she reached a point where she said she had to take her lunch break because she had appointments that followed after lunch. She went to ask her manager to help us. She came back to tell us he couldn't help. So she made an appointment for us to return after lunch to finish up. We went to lunch ourselves and returned again to find she was busy and the lobby was full of customers waiting. Despite the appointment with us, she took another half hour to finish with her other customers. Finally, back to our needs. More calls to her support person and she was still getting nowhere. We were told the beneficiaries we wanted to add to our accounts had to come into the bank in person, which is what she got from her support organization. I can appreciate that she was new, but our experience was exasperating. Finally the branch was about to close and for the part she did get done, she needed the manager to sign off on a form for us which we needed to take to the teller window. This manager was at the front door in a heated argument with another displeased customer. Our rep tried to hand him our paperwork, but he waved her off, and continued to argue out loud with the customer. This went on until 5:20, Finally she got his approval on the forms and we finished at the teller. But we still would need an appointment to finish the beneficiary part. UGH!! I tried to make eye contact with this manager, at the front door. If he had the awareness, he should have recognized we had now been there all day at this point, but he avoided us and walked off in the opposite direction. He had to know we weren't happy. We have been customers here for many years and are frustrated and dissatisfied in Wells Fargo based on what we went through today.

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