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 Wells Fargo - Customer Service
Posted Wed October 26, 2011 9:48 am, by Dana G. written to Wells Fargo Securities Inc
Write a Letter to this Company
I am writing to let you know about my recent experience with Wells Fargo bank. In June I wrote a check to someone and they lost the check somewhere in their home. I called Wells Fargo which is my bank, and told them about the situation. I was interested in stopping payment on the check, but the customer service representative advised that if I was not concerned that the check was lost outside this person's home, I won't need to stop payment since it was more than 90 days after the check was written, and that their policy is that checks cannot be cashed after 90 days. As a result, I did nothing and voided the check out of my checkbook. Today I checked my online account and found that this check must have been found and it had been cashed yesterday. This means that if the two outstanding checks I have are presented for payment, they'll bounce. I called the bank and (after explaining the whole story, I was hung up on by the first rep, so I had to call back and explain again) asked them why they allowed the check from June to be paid. They told me that the 90 day rule is only for businesses, not for individuals. I am annoyed that I was given incorrect information, because if I had been given the correct information I would have gone ahead with the Stop Payment in June. At this point, they told me there is nothing they can do about the 2 outstanding checks. I may or may not receive fees and those two checks may or may not be paid. The check from June was for $20. I told the representative that to me, it's good business to do one of two things. Ensure the customer that they won't receive fees and the checks will be paid because the entire incident happened because of Wells Fargo providing incorrect information, or, make a one time adjustment to the account in the amount of $20 for good will. They advised there is absolutely nothing they can do, and no apology was given for the wrong information.
Ideally, a $20 one-time credit for good will would make me very happy and encourage me to keep banking with Wells Fargo. That's just good business. My husband and I have been with this bank under its various names going all the way back to Core States in the 1980s. This is the 2nd time I've had a problem since they became Wells Fargo. Customer service just doesn't care at all about the customer. Very disappointing. It looks like we'll be going to a new bank this weekend because the customer service just isn't cutting it at Wells Fargo.
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