Customer Service? I think not.....
Written: May 30 '01
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Product Rating:
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Pros: A wide variety of products to meet your banking needs
Cons: In adequate Customer Service, varying policies from branch to branch
The Bottom Line: If you are comfortable handling your banking on your own and don't need any assistance, Well's Fargo might be the bank for you.
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| hhassell99's Full Review: Wells Fargo |
The experience of banking and the way that banks work is a very important lesson to show our children. Being a homeschooling parent and constantly looking out for the the educational opportunities in our every day life, I was excited to take my child to the bank and show him how the industry operates.
Clayton received a check in his name from a well-known hospital in exchange for participating in a study. Now, he has had these checks before, and I have never had a problem cashing them at the bank they are drawn on, Wells Fargo. However, yesterday when I went to the branch, I was told I could not cash the check. The friendly teller had asked her manager how to do it, and the manager said they could not. I, of course, asked to speak with her. I asked the manager why I could not cash it, and she said it was against bank policy because Clayton did not have photo identification (he is only 5 years old). I told her I had Clayton's birth certificate, his baptismal certificate, my own photo ID and several other forms of identification, as well as a letter from the hospital that issued the check. I even offered to have him sign the check if that would be better for her! And the check was DRAWN ON WELLS FARGO. She again informed me they would not cash the check because I don't have a Wells Fargo account. At this point, I was pretty mad, and asked who I could talk to about this. She told me I could call the 800 number (customer service) but they don't know what they are talking about most of the time. She then repeated a similar comment regarding the employees of customer service.
An aside here - I took personal offense at that. I used to be a Customer Service Representative for Wells Fargo Bank. Not only does Wells Fargo require their representatives to go through an intense training, but the representatives handle complaints that the branch cannot. Furthermore, Wells Fargo has an unspoken "goal" to move the majority of it's business into online banking, usage of ATM machines, and phone banking, eliminating as much of the branch traffic as possible. How is a client going to feel comfortable calling customer service if Branch Service Managers are claiming "they don't know what they are talking about."
I asked this woman for her manager's name. I then called him and he promptly returned my call. He did indeed state that I could not cash the check there. I asked him where I would cash the check if it could not be done at the bank it was drawn on. He stated I would have to ask the company to re-issue the check (which is not possible for tax purposes) or deposit it through my own bank. What if someone does not have a bank account, I wonder?
The customer service at Wells Fargo has been awful for years. My first exposure was during the "merger" with First Interstate Bank(FIB) in 1996/1997 when I worked as an agent. The company does not care about the employees or the customers. They immediately downsized when they merged with FIB and eliminated almost all of the full-time branch positions. Customers can be subjected to hold times as long as 30 minutes when calling to inquire about their account. Depending on the type of account you have, you can be charged anywhere from 50 cents to $1.50 per call to speak with customer service. Charged for customer service -you read right.
Wells Fargo has accounts to serve all of your banking needs, including checking, savings, money market accounts, mutual funds, CD's, credit cards, and much much more. They have a website at www.wellsfargo.com. They offer a wide range of online banking services, including bill pay. And if you have a lot of money, you can get a "portfolio" account which includes a special "kiss-up" number you can call to avoid the agents in "normal" customer service who don't know what they are talking about. Don't expect to much help at the branch - most services need to be done online or over the phone.
I started out to show my son how the banking industry operates. Sometimes the best way to learn is through the mistakes of others.
Recommended:
No
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Epinions.com ID:
hhassell99
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Member: Heather Sawyer
Location: Lakewood, CO
Reviews written: 56
Trusted by: 45 members
About Me:
Home Schooling, Breastfeeding, SAHM and a whole list of other qualities that annoy people.
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