This company has awful Customer Service and never works to resolve an issue I have. They are not flexible at all and are very rude every time I call. I have called this company on 2 occasions prior to today to try to speak to someone in their deferral dept. about my account. Today (Jan. 12, 2010), I spoke to Scott in the Deferment Dept. who was not helpful at all. He read from a script the entire time and would not deviate from it to listen to what I was asking.
I asked to defer a payment to the end of the loan because the car has been broken down for 4 months and I desperately need to fix it. However, I need to defer the payment so I can use that money to fix my car. He told me repeatedly that I had to get the car fixed first and then they would see about deferring my payment.
He said they need to know that the issues aren't going to continue before they let me defer anything. Last time I checked, no one can really predict when their car is going to break down... He told me that I just had to call back once it was fixed and tell them I had it fixed and they could look at deferring my payment. After much discussion back and forth, I asked to speak to a manager.
I then spoke to Terry, Account Supervisor, who was just as useless. He explained the same thing except he told me that I would have to send in a receipt for the car repairs before they'd let me defer a payment which was not what Scott, the Customer Service Rep, told me. At one point, I even had to say "Hello?" because he did not even respond when I was done talking. It was as if he wasn't even paying attention and I had to remind him he had a Customer on the phone.
I tried to get him to understand that I've paid my payments on time and do not want to ruin my credit report because of this and asked if there are any other options for me since I've been paying on time to which he replied "No." So much for rewarding paying Customers who are trying to be honest! I told him that I don't want to miss my January 2010 payment because I use that money to get my car fixed, but I need to get the car fixed.
I told him that I do not want to continue making payments for a car that I can't get fixed because they refuse to work with me and, if that is the case, I will eventually end up having to call them and tell them to come get the broken down car to which he replied "OK." He didn't try to suggest other options or acknowledge/thank me for paying payments on time. I am not trying to NOT ever make the payment, it will be added to the end of the loan. They acted as if I am trying to rip them off and steal money from them.
If either of these individuals would have tried to be somewhat friendly or courteous or helpful, it would have gone a LONG way towards calming me down. It is the SAME thing every time I call to ask a simple question. The Customer Service Dept. at this company consists of very rude and inconsiderate individuals who contradict each other, one person tells you one thing and one person tells you something different. They really need look at a complete overhaul of their Customer Service department. When a Customer calls in for assistance in order to do anything to continue making payments on time, they should really try to help!
Someone in this company needs to be aware of the treatment that Customers receive when they contact Customer Service at 1-800-289-8004. If this were a one time thing, that would be different. After 3 calls without success and horrible Customer Service by an Account Supervisor, other people need to be made aware to stay away from this company!
I recently went into Wachovia with a paycheck after a while of no work. I was excited to pay my overdraft fee and reopen my account. When I went in though I was told that because my account was closed, my teller told me he would have to send it in with his work to the back office not recovery agency. My whole check, I received no receipt for my check and was told that it would take up to 4 to 5 business days to make my account valid.
I was also going out of state so I needed the money. So it was 9 days later when I decided to call my bank to make sure everything had cleared and that my money was there. It wasn't. I then called multiple representatives, agencies and departments and all seemed to have the same answer. My money was not there and had not even been processed. After even more phone calls I found that my check had been sitting in the rejected ledgers for these 9 days, showing me that if I had not called sooner it would still be sitting there.
After even more calls of hearing they did not know where it was I was finally able to talk to someone that actually seemed like they wanted me to have my money back. I was told my money would be posted in my account as of today 5 pm eastern time. After calling yet again when my account was not registering I was told again that I would have to wait another day for MY money to post at midnight.
So again I called trying to figure out what I could possibly do to speed up this and was again told nothing could be done, that my branch had sent the check in a way that was not normally done and told that because I choose to handle the matters that way it was not going to speed the check up. The fact that my bank choose this route for me did not change matters.
Now across the country with no money and still waiting on this check that might not even be in tomorrow. It seems very clear that the trouble it was causing me the client simply was something that was not important. I was told five days and was made to wait nine and now another day to wait for my money after they had already gotten the money I owed, and basically told me because of the route I took thinking my bank would know what was going on and guide me to help make the reopening easier, I have been sent a wild goose chase for my own money.
The timing for your money posting is not clear merely a ball park guess and that even when talking to multiple departments and hearing "the branches really don't have a real way and telling how long it will take to post through an outside agency, merely is what they hear". How comforting to know your bank doesn't even really know what's what.
Here is how my whole situation started. My boyfriend unknowingly got caught in an online scam. He tried to buy software for "google" advertising or something. Anyway, it was supposed to cost $1.95. On 7/9/09 I noticed a charge from google for $79.90.
I immediately called Wachovia to put a stop on that payment because I had not authorized it. The operator gave me a provisional credit for the $79.90 pending investigation and cancelled that debit card number. They said they would send me a letter to update me and told me to try reaching the merchant to try getting a refund. I called the merchant where a recording tells you to hold on. After holding for about half an hour I hung up. I tried again several times with the same result.
Fast forward to September 12 (Saturday). I receive a letter from Wachovia stating they had not heard back from me and I had 10 days before they would take back the $79.90. I called them immediately and was told they had sent me a letter that I didn't answer with information they needed. I informed the operator I never received the letter. The operator only argued that they had sent it on whatever date she said they sent it so it wasn't their fault it was my post offices fault.
So the operator said she could mail or fax me the form. Since it was faster by fax, she faxed it to my local Wachovia for me to pick up Monday after 9 am. I work 9-5 so my boyfriend who works night shift and is normally asleep by 9 am had to go pick it up for me. I filled out the form and faxed it to the only fax number on the paper (Monday the 14th) around noon. I called the next morning around 9 am the 15th and was told they did not get the fax. I asked if maybe I had the wrong fax number and she said that didn't matter (even though I never told her what number I faxed it to).
She asked what my card # was and I told her I didn't remember because I disposed of it. She told me if I wrote my bank account number instead of the credit card # on the form, they would not receive my fax. So she gave me my old credit card # and I changed it on the form and re-faxed it around 1:30 pm. I called at 4 pm and they still said they never got a fax. I told the lady this was time sensitive and what's going to happen if they don't get the fax? She said it takes 24 hours to get a fax! "Just call back later you still have time."
I asked her again, “What if they don't get it?” Her reply was "Just call later". I then faxed it 3 more times before leaving work. Now at about 8 am Wednesday the 16th I called and only reached some department that answers for the fraud department before 9 am. So I had to call again after 9 am. I spoke with a gentleman who told me still no fax. He said if I was faxing it from my job then they probably had my fax number blocked and it wasn't coming through. I told him I knew it went through because our fax machine would send a report back if it did not. He insisted it didn't come through. He told me to take a lunch break and go fax it from my bank.
I finally had enough and asked for the manager, this really agitated the service representative but he gave me the manager. The manager informed me they did get my fax after all and that it was the wrong form and he had no idea why they sent me that form. He also said I faxed it to the wrong fax number (how is that when they indeed got my fax?) He gave me his personal fax. All he needed was for me to write and sign a letter that I hadn't authorized the charges. He said all he could do was try to speed up the process for me before my time ran out.
The next day (Thursday the 17th) a woman called me and said they got my letter and was I able to reach the merchant about it. I told her no. She was going to investigate it and call me back. A minute later she called me on 3-way with the merchant who said it was in the terms and agreement that I signed up for a free 7-day trial. I said, "There was NO terms and agreements and nowhere on the page did it say there was any extra charge for anything." He insisted it said it.
So once they hung up she informed me it was in the terms so I had no chargeback rights! I told her I saw with my own eyes it was NOT on the page and she is just going on the merchant's word. She said that wasn't true and that really it had been too long for me to dispute the charge and that I should have disputed it right away. At this point I was beyond belief. I told her, I called "Wachovia right away!" She said, "Well now it's too late" and there's nothing they can do, it's against Visa's rules.
I told her, "It's now too late because WACHOVIA never sent me the letter and they couldn't even send me the right form or know that they received the form!" They messed up the entire way, even admitting this but I am stuck with the scam charge and a to bad from Wachovia. I told her I wanted to speak to the manager. She said the manager was on a conference call and would call me later that evening or the next day. Never got a call. The manager was not on a conference call, she had put me on hold to speak to the manager not a minute before I asked to speak to the manager.
This is just what business managers say when they don't want to talk to a customer even I know this. This was the worst customer service ever. Every operator I spoke with had a nasty attitude and wanted to argue, they never even let me finish a sentence without interrupting me. I am switching to another bank Monday.
I have never been so confused when dealing with a simple checking account as I have been since being a Wachovia customer. I never would have chosen them as a bank but they bought the bank I was using at the time. Once again, this last week, I had no idea what my true balance was. The inconsistency of their reporting my transactions is confounding.
They didn't report a $200 ATM withdrawal at noon on a Friday until the following Monday BUT funds were available from a $325 check I deposited on that same Monday after 2:00pm. The funds from the check were available that same day.
I usually call to get my balance and I don't use the online system b/c I was one of those people whose account info was stolen in 2004 and I've been spooked ever since. I travel a lot and I'm never on the same server let alone a secure server twice. When I called for my balance on Tuesday and listened to the last 10 transactions, I thought the $325 was still pending b/c it was not listed as a transaction so I kept adding it to whatever balance I had.
When the money still hadn't gone through by Thursday, I called the person who wrote me the check and she said it came out of her account on Wednesday. I was worried. I went it, got a printout and discovered my account my much lower than I thought. In fact, it was $60 lower than it was on the phone (I called right before I went in) and $20 higher than what I had on my ATM receipt I got outside the bank also right before going in.
So, I've got three different balances in hand. Then I notice that the check went through two days BEFORE it came out of my friend's account. How is that possible? What if the check bounced and I spent that money thinking the check cleared? Answer: I would have been charged a fee. And I'm sure that's exactly what they're banking on (no pun intended).
How many people overdraw their accounts b/c of bounced checks they've deposited? If the bank isn't receiving or confirming funds are available first, how can a check be available the SAME day it's deposited--especially when it's been deposited after 2:00pm?
On the converse, they've let my debit card go through on purchases even if I didn't have the money in the bank. I checked my balance and made a purchase but "apparently" a bunch of charges posted "right after I called" so my account balance was lower than I thought. They let my card go through anyway for three purchases and charged me $35 for each purchase (one of which was $5.00 for magazine at the airport).
I wouldn't be so angry about it except for the fact that I opted out of this a year before. I do not want my debit card to go through if I don't have money. It's not a credit card! The answer I got when I confronted my branch manager about this is that it depends on the merchant and they (Wachovia) did me a "favor" by letting the purchase go through. "Most people want us to let their card go through." And for $35 a pop I'm sure they are more than happy to oblige.
So, basically I'm banking with every merchant I patronize not just with Wachovia. Whenever the merchant decides to send my transaction is when it's tabulated on my account--even if Wachovia "sees" or I hear that the transaction has been debited. And, now, I'm a Wells Fargo customer without actually choosing them either. I'm about to start using my shoeboxes.
CHARLOTTE, NORTH CAROLINA -- For several months, I have tried to get my monthly statements mailed to me, not to get those annoying E-mail reminders informing me my monthly statements are ready for viewing. Every time I get that, I go to this bank's website to change over for regular mailing, but my choice is always overridden by people who oversee such information as though they think they are the greater good for those customers who chose not to have certain things done to their accounts. I am tired of this constant battle over something so simple.
On Friday, June 19, 2009, I called Wachovia's customer service. I talked with someone who is (was) a non-American, non-English speaking person about this matter. That person thought I said I no longer wanted internet access to my account so that person took it upon herself to deny me such access when I was trying to get set up to have my monthly statements mailed to me without getting any more of those annoying E-mail reminders about my monthly statements. Now I no longer have this service available.
I have even gone further enough to contact both presidents of Wells Fargo and Wachovia about this matter only to be belittled and patronized by Wachovia and getting no response from Wells Fargo. I am still getting those annoying E-mail reminders.
After wasting months upon months of my time trying to get this simple matter resolved, I am not going to waste any more of my time. This has gone on long enough. I am going to put an end to it quickly. My physical health is extremely weak and it is getting weaker on a daily basis. I had a major surgery this month. I am looking at another major surgery within the next several months. I do not this stress in my life to the point my weak physical health will cause me to be hospitalized all because this bank refuses to make this one simple change.
I thought I would use Wachovia's free bill paying service to pay my monthly telephone, but this was a mistake. The total amount of my telephone bill was removed three times from my checking account for a total of $71.67. One of these (those) payments was applied to my parents' telephone bill since AT&T thought that draft was from my mother's credit union checking account not from my checking account so AT&T applied such amount to my parents' bill.
Luckily, my mother got that straighten out with AT&T, but I am still having a battle with both sides which is further unnecessary stress for me. Therefore, I have removed that from my account, but knowing what Wachovia has done to me concerning my monthly statements not being mailed to me, it has most likely overrode this decision as well. If this turns out to be true, I will be glad to sue Wachovia for all of this unnecessary trouble it has given me for many months now.
Wachovia claims to have been rated number one in customer service for eight straight years. From the trouble I have had with this bank, I am beginning to wonder if this is nothing more than a pathological lie invented by this bank. If I do not get the results I am seeking soon, I will be glad to close my account and start conducting my banking business with a local bank that knows how to treat its customers right.
SAFETY HARBOR, FLORIDA -- On June 23rd I checked my bank account online and noticed four $75 charges at the same gas station all on the same day. I called Wachovia and they said the charges were made by my husband's credit card in some town in Massachusetts. We live in Florida and had made purchases that same day with the same card. The customer service rep refunded the $300 but when I asked him why we were not notified of the 4 gas charges made out of state on the very same day we are using the same card in our hometown he couldn't answer.
All he had to say was that usually they should have red flagged that and usually they call. WHAT??? Usually, but you didn't. It gets better. It is now 13 days later and my husband's new card has yet to arrive. When I called the ignorant customer service lady said she couldn't answer where his card was because I am not Peter and I used a different SSN when signing in. I didn't though; I used our bank account number to sign into the system as I always do to avoid using my SSN whenever possible. (My husband and I have a joint checking account so we both have complete access.)
She then asked for his SSN, which I gave her, and she told me it was sent on the 23rd. She asked for my address which I had just recently changed and received confirmation in a form of a letter mailed to my new address. That wasn't the address she had, so I gave her my last address, no still wrong. I gave her my address before that, no still wrong.
Wachovia mailed my husband's card to an address we had several years ago and had since changed 3 times. She then said she couldn't do anything more unless Peter called. That's crap, Wachovia messes up and allows $300 of fraudulent charges clear and then sends a debit card to a wrong address and you can't talk to me. I also asked why mail from Wachovia had been sent to my husband's grandmother's address when neither she nor her address has ever been associated with our accounts. She had no answer.
This isn't the first time Wachovia has made these mistakes. I should have known when we first opened the accounts and I received 3 separate debit cards and my husband received 2. What if they had ended up in the hands of someone other than us? Five different cards to two people in the matter of 2 weeks. Wachovia is incompetent. But I guess since they are OK stealing your money by their insufficient funds scheme and available funds why would they care if others steal your hard earned money too.
As far as people's comments thank you.
~I changed our address with the bank and we were getting our mail and statements through every address change then they mail the new debit to another address.
~The credit card number was used inside the gas station manually and the charges were not something we did online that showed an out of state address. Wachovia said they have fraud protection and it should have been caught but wasn't.
~Our phone numbers have been the same for 5 years so contacting us shouldn't have been a problem
SHELBY, NC -- How do I loathe thee? Let me count the ways…
After only 1 month of service they managed to cheat me out of 70.00. How? $34 in my account. Spent $18 of it previous day (after 2 pm) of Depositing $700.00 (CASH) @ 5 min after 2:00. Went shopping directly after the bank deposit and spent $200.00 Not only were we charged for that shopping as an overdraft, but the other one for the day BEFORE the deposit and also had enough cash to cover simply because they managed to mathematically magically use the first 35.00 overdraft fee (which happened the day BEFORE the overdraft) BEFORE the $18. Then overdraft the 200.00 payment even though they had 700.00 of my cash the entire time. When called to argue this practice was told “Well you should not have deposited the cash before you went shopping”. Why else would I use a bank?? It's easy to see at the time I had no idea what I would be spending on my Spree, so putting the cash into the bank was the perfect alternative, or so I thought.
My daughter (who lives with me) is disabled. She is paid monthly by the state a fee which allows her to pay me rent. We both signed with Wachovia due to the need to transfer these funds monthly for this purpose. We asked if we could do this online when we signed up. They said not a problem. The first month we go online to do this and there is nowhere on the site to Transfer Funds between two accounts in the same bank. So we go in to the bank and ask why we were told we could but actually could not. We were told that this is possible but you must use Bill Pay in order to do this. Second Month we set up Bill Pay to transfer funds. We are told by the site that this will take 3 days for the transfer.
Wait the 3 days.. And what appears in my mailbox? A check from my daughters Wachovia Account addressed to me. She could have walked out of her room and handed me a darn check and saved us the 3 days on the transfer. We go to the bank to address this new situation and are told that we cannot electronically transfer funds since we are not a Business. And I said "we could have illuminated this entire MESS if you would have told me this to begin with instead of lying to me when I opened the account." I then asked if this check WRITTEN ON THEIR BANK NOTE would have a holding period. I was told it would not be added to my account for 3 days since it was after 2 pm on a Friday. This means they were now in possession and collecting interest on the funds for over 7 days.
We had Wells Fargo in California for years and they had no problems with the above at all. Since moving from California to the East there have been nothing but problems. I am over 40 never had any problems with any banks I have ever dealt with until signing up with Wachovia 3 months ago. If you value what little money you have, beware of this bank. WELLS FARGO PLEASE COME to the EAST COAST!!
CHARLOTTE, NORTH CAROLINA -- I have had numerous accounts with Wachovia for over 8 years. My name is also on my mother's account and as a senior, she unknowingly went over her limit for the first time by $23 and was charged a $26 fee. I found out while checking my other accounts and asked if the fee could be waived as a courtesy. The person refused and I asked to speak with a manager or someone else, but the woman at Wachovia said no one else was available. I told her I was unhappy and would write her company and needed her name and id# and/or call center information for reference. To my astonishment, she said she felt threatened and would have someone call me back then hung up on me.
I got a message on my phone a few hours later from the securities dept. and when I called back, was told all my accounts will be closed because the worker felt threatened when I asked for her information to write!! What a joke! Are these people for real? No questions asked, no one apparently listened to the call and no one cared about me the customer to ask what happened, but were quick to judge and decide I was not good enough for their company. The man even went as far as to state that I should have apologized to the Wachovia representative that lied about me!!!
I have never been so insulted! Does this company not respect customers and realize that we are the reason they are in business? It seemed they are still living in the Stone Age or does this company constantly disrespect valuable customers? Furthermore, I went to the branch and was not able to get anywhere because they needed to call the phone advisors who were no help as usual.
It has been very embarrassing to have threat alerts on my accounts and I have had nothing but problems getting my money because they always need approval from the securities department before I can get my own money, in addition to being told that my accounts were pending to be closed in a few days! I am being treated as a criminal and no one should do business with a company that does not care about their customers and who apparently do not spend time to find good employees that are honest, especially since they deal with sensitive information and money!!
17 WOODBRIDGE DR. WOODBRIDGE, NEW JERSEY -- I was in the drive-through and I see this particular teller that always gives me a hard time. So I decide to go into the bank to finish my transaction. I commented that the teller always gives me a hard time asking for multiple ID's, when this isn't the practice.
This Head Teller, Robin starts yelling at me with her hands raised telling me that I've been told twice about the ID's (which is a lie) and implies that all the tellers do it. (another lie) She also implied that a former teller that no longer works there was unprofessional by treating me special and breaking banking procedures. (Which is a lie) The former teller was only a bank friend and never did anything unprofessional, I had no outside contact with the teller and don't know where her new position is. She maintained her professionalism on and off the job.
As she is defaming the character of a former co-worker, another coworker comes up and states "I'm glad she's gone" and then proceed to hand the keys to Robin. She also informs me that she will instruct all of her tellers to ask for two forms of ID which implies that it is not a policy that everyone follows. I told Robin, no one had explained that there was a change in the policy and she didn't have to speak to me in that manner. No one is going to talk to me in such a disrespectful manner.
I have banked with this institution for over 10 years, my family has banked with the bank for over 30 years. Others things have occurred but I never complained. I have a significant amount entrusted in this banks' care. Maybe tellers need to be reminded that they work for the customer and without US, THEY WOULD NOT HAVE A JOB! Thank God, one employee run out to tell me not to let ONE person change how I feel about the bank.
These tellers need some sensitivity re-training, new procedures need to be enforced unilateral and tellers need to stop gossiping about their former co-worker in front of customers. If I can't be treated with respect, then I can take my business somewhere else. When I go to other banks, I'm not ever treated this way. :( I have NEVER written or complained in letter form about anyone before and hope never to have this experience repeated. If they did it to me, they will do it to somebody else.
FT. LAUDERDALE, FLORIDA -- Unfortunately the company that I work for pays all bonuses to a Wachovia direct pay card. As I am in sales, the majority of my paycheck is processed that way. In order to remove funds, I must must ATM withdrawals of the funds. I am unable to make withdrawals inside a Wachovia branch. When my card expired, I called to request a new card which they said would be delivered within 7-10 business days. On the 10th day, I still had not received my card and so I called again. They assured me it was on its way. Several days later, I called again where I was informed that the card had never been ordered.
They told me that to have the card within 3 days I could pay an additional fee and would receive the card within 3 business days. On the third day, I still had not received my card so I called again. I was told that the card had only been ordered the day before so to wait 2 more days and I would have my card. The two days passed again no card. I called again to speak with a manager, the representative hung up. I called back and asked again to speak to a manager. They told me a manager would call me back within 2 days. The manager called left a message that my card was on its way. No apologies. Nothing.
Now each time I have called I have had to pay $1.50 plus the cost of the expedited card with I still have not received. So in total, I have paid over $30 in fees to get a card I do not have. I called again to speak to a manager asking for the routing number for my card which they swear is on its way via FedEx. As of this moment, I have yet to hear from the manager. This has now been going on for over a month. Imagine basically being unable to access your paycheck for a month. If this is not resolved within the next day or so I plan on complaining to not only the Better Business Bureau but also writing a complaint letter to each member of their Board of Directors which they were kind enough to list on the internet.