Wells Fargo & Company Complaint - Wells Fargo Customer Service is the Worst!
I have had one of the most frustrating customer service experiences ever with Wells Fargo and recommend anyone who is considering a loan with them to consider a mafia loan shark first, you will get better service and will probably be treated better. I have had my mortgage and home equity line of credit with Wachovia for 4 years. I have never missed a payment and typically pay extra every month.
Well, Wells Fargo bought Wachovia and my home equity line was recently converted to a new Wells Fargo account. I received a letter from Wells Fargo stating as of June 7th my account will have a new number and not to pay on the old one, it also said I would get a new statement with the new account number in the mail. My payment is due on the 12th of every month, so when June 10th had come and I hadn't seen a new account number I called them and asked for it. They wouldn't give me the account number over the phone and insisted that I would be receiveing it in the mail. I asked about my June payment and they said their system indicated that my next payment was not due July 13th. It sounded weird to me but they kept insisting that was the case. So on June 17th, I still had not received any information in the mail about my new account but I was able to log onto my new Wells Fargo account online. It showed my next payment was due on July 13th, but it was for $200 more than my normal payment. So I call again and am on hold for for about 30 minutes. I finally get to talk to someone named Keith and neither he nor his supervisor Shannon could explain to me why my payment due is $200 more, they said they just converted the account and didn't have information on it yet but would soon and they would call me back (I wasn't holding my breath on that one).
A couple of days go by and I get a call from my ex wife asking why the bank is calling her and harassing her about me owing an over due payment that they wanted immediately. I again call the home equity service line. After waiting 15 minutes I get connected to someone in sales that couldn't help me. He transferred me to Susan, who was one of the most useless CS reps I have ever dealt with. She wouldn't discuss my account with me because I didn't know the account number. All I had was the last 4 digits which were available to me through my online account. She finally transfer me to her supervisor who proceeds to tell me I don't owe them anything until the 13th and he can't tell me anything about the account because he doesn't work with home equity loans. Even though I specifically called the home equity line number for Wells Fargo and told every person I spoke with that I needed info on my home equity line, he then tries to transfer me again (at this point I have been on the phone over an hour) and of course disconnects me.
About an hour later I get a call from them stating I owe my payment plus $200 for late fees. I immediately ask to speak to a supervisor, am put on hold and then hung up on. I am very irritated at this point so I decide I will just wait for them to call again.
The next day after I have calmed down a bit, I call the home equity one number again and finally am able to speak to someone that knows what they are doing. Danielle was able to access my account and explain to me that the $200 was not a late fee, it was my minimum payment due to the fact that I had been paying over on the account all the time, so their system showed a partial payment for June with a left over amount due of $200, then my regular payment plus the $200 was due by July 13th. She also said the system didn't show me as being over due so she wasn't sure why they were calling me, but if I paid the $200 for June plus my normal payment for July then I would be paid up through Aug and they would stop calling and she could put it in the system immediately. I went ahead and paid it and asked for a full accounting of my loan to be sent to me in writing. Well, I never received the account of my loan and then later that night I received another call from them asking for an immediate payment on the money due. I proceeded to tell the CS rep, Chris, that he needs to check his system and stop bothering me because I had been proactively trying to pay them for over two weeks and they wouldn't take my money. I said I paid them in full through Aug even though technically I didn't owe them a dime until July according to his own supervisors and that if the calls didn't stop I would be filing a complaint with the Federal Reserve about their bank. He then told me if I wasn't a deadbeat and paid my bills on time they wouldn't need to call me. At this point I lost it and started yelling at him and he hung up on me.
I was just getting ready to refinance both of these loans and Wells Fargo has made it very easy for me to cross one bank off the list. I will not be doing business with them anymore. I am in the process of transferring my checking and money market accounts out of their bank now. It amazes me that companies don't realize how poor customer service can really affect their bottom line. I know I am just one small account to them but I would think they would like to keep my business considering they stand to make a few hundred thousand dollars in interest and account fees from me. If anyone is looking for a loan, stay far away from Wells Fargo they are not worth the headache.
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