Thursday, February 07, 2013

Wells Fargo’s 21st Century State of the Art Customer Care Operation

Posted By CotoBlogzz

Rancho Santa Margarita, CA – In the you cannot make this up category, a certain client makes a deposit  using a local Wells Fargo ATM machine and hits the jackpot with the following statement from the ATM:   “We are delaying the availability of  the funds you have deposited because our risk models indicate the following check(s) may be returned unpaid”

The client then goes online and contacts customer care.  Like a true Porsche, within hours, Porsche has the following response:

Dear customer Thank you for contacting Wells Fargo. My name is Porsche, and it is myn pleasure to assist you today. I understand your concern regarding the availability of funds that were recently deposited in your account. Availability of funds is determined at the time of deposit, at the Wells Fargo banking location where the deposit is made. In some cases the bank may allow you to withdraw some of the funds from your deposit. A hold may be placed on a deposit for one or more of the following reasons: - The dollar amount of the check being deposited- The length of time your account has been open- The frequency of overdrafts on the account- The number of returned deposited checks- Your ATM deposit has not been verified We also may consider the reliability of the maker of the deposited check as well as any other facts or circumstances that may cause us to doubt that a deposited check will be paid by the maker or institution on which it is drawn.  Requests to remove holds on deposits must be completed by telephone or at a Wells Fargo banking location. I apologize for any inconvenience.

No problem, the customer visits the local Wells Fargo branch where he is met by Mr, Kim.  Mr. Kim navigates through a number of  computer screens and says something to the effect:  “The check has not cleared, there is not much I can do” 

The client now becoming a bit irate asks Mr. Kim:  “Well what CAN you do” – Mr. Kim says:
  “I cannot tell you what I am going to do, because if I tell you, that means it is a contract, and then I have to do what I told you I was going to do”-  However, have you considered moving your other assets to Wells Fargo?"
– at that, the client storms our of the Wells Fargo Branch.

He then goes online to tell Porsche to thank him (or her) for his or her time-wasting suggestion.

This time, the response takes a bit longer.  Porsche is no longer in the picture.  Enter Amy's response  as follows:

Dear customer:

Thank you for contacting Wells Fargo. My name is Amy, and it is my  pleasure to assist you today.
I understand that you would like to have a hold removed from your  account. 
Requests to remove holds on deposits must be completed by telephone or  at a Wells Fargo banking location. I apologize for any inconvenience.
Please contact us anytime at 1-800-TO-WELLS (1-800-869-3557) or visit  your local Wells Fargo store. 
I know that your time is valuable and I would not direct you to contact  us by telephone or to a Wells Fargo Store unless absolutely necessary.
To find a Wells Fargo store near you, please visit the Locator service  at . The Locator service provides addresses,  driving directions, maps, and business hours for Wells Fargo and  Wachovia banking locations, including stores, ATMs, in-store locations,  and Wells Fargo Private Client Services.
On behalf of Wells Fargo, thank you for your business. We are happy to  have you as our customer and appreciate the opportunity to assist you  today.

No joke!

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