Consumer complaint received 2023-08-29
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I am refiling my complaint because the Wells Fargo 's contractor XXXX XXXX XXXX XXXX  with employees working from the comfort of their homes refused to answer to my previous complaint properly. the answer was a copy and paste. 
Here my complaint again hoping this time you read it carefully before you answer it and you answer every question. 

XX/XX/XXXX, at XXXX XXXX. was the first time I entered a Wells Fargo branch since XXXX. At my visit to branch # XXXX in XXXX, CA, I was the only customer at the branch. I found out that my ATM card was expired, I requested from the teller employee at the window to order my replacement ATM card, the employee requested help from the BRANCH MANAGER, who, after looking at my account, told me that he can not order the ATM card from his computer and that in order for me to order a new card, I MUST MAKE AN APPOINTMENT AND SIT WITH A BANKER. He then proceeded to tell me that no appointments are available soon, but he can put me on a waiting list and get me to meet a banker faster than making an appointment. which I found it XXXX  because I have been with Wells Fargo for more than 35 years and I have renewed my ATM cards before at the teller window. 
Usually, they want you to sit with a banker to try to convince you to open more accounts that you do not need and to make investments that profit the bankers. 
I want from Wells Fargo answers to my questions, to verify if Wells Fargo is turning to a circus or is it still a financial institution. 
XXXX WHY THE MANAGER AT THE BRANCH TOLD ME THAT I NEED AN APPOINTMENT TO SIT WITH A BANKER JUST TO RENEW MY ATM CARD? It must be a hidden reason behind it that benefits the banker.

2- DOES THIS MANAGER THINK I AM STUPID TO TELL ME THAT HE CAN NOT RENEW MY ATM CARD ON HIS COMPUTER? 
XXXX HOW COME WHEN I WENT OUTSIDE OF THE BRANCH AND CALLED CUSTOMER SERVICE XXXX THE CUSTOMER SERVICE RENEWED MY CARD IN 30 SECOND PHONE CALL? 
XXXX WHY THE MANAGER OF THE BRANCH DOES NOT HAVE EXPERIENCE AND DOES NOT KNOW HOW TO RENEW AN ATM CARD?

5- WHY DID THIS BRANCH MANAGER NOT TELL ME THAT I CAN ORDER THE REPLACEMENT ATM CARD ONLINE AND OVER THE PHONE? 
XXXX IS WELLS FARGO HIRING MANAGERS FOR THE BRANCHES WITH NO EXPERIENCE SIMILAR TO THE ONES WHO ANSWER MY COMPLAINT AND THE ONE WHO TOLD ME HE CAN NOT RENEW MY ATM CARD ON HIS COMPUTER? 
XXXX WHY IS WELLS FARGO REFUSING TO INVESTIGATE THIS POSSIBLE MISCONDUCT? 
I am not getting answers to my questions even after resubmitting my complaint more than 8 times in the last 3 months because Wells Fargo contracted the customer service duty to a company called XXXX XXXX XXXX XXXX ( XXXX ). This company XXXX employes are without any banking experience to resolve the customer 's issues, those employees are labeled XXXX Working from the comfort of their homes without any supervision and not under the Wells Fargo management they are independent contractors. their responses are just a copy and paste of generic replies that they send to everyone. 
The XXXX  working from the comfort of their home Refused to address my complaint properly and they switch the case from a case against the MANAGER to a case against the window teller employee which I am not complaining about. Those Employees of the contractors XXXX, refused to forward my complaint to a Wells Fargo manager, and refused to investigate my complaint. 
I was told in writing by the Wells Fargo 's contractors XXXX  that Wells Fargo has no email or website for online complaints and has no managers or supervisors. So, the Customers like me find no REAL Wells Fargo site to complain but here. 
Notice : because in my experience, Wells Fargo Employees do not tell the truth. You can review the security cameras at the branch to verify that the branch was empty of customers except myself and 4 tellers at the windows had nothing to do and the manager was telling jokes to the employees. XX/XX/XXXX, at XXXXXXXX XXXX What do you expect from this bank who does not even have an email address for their customer service in this XXXX XXXX! 
What do you expect from this bank who does not even have an email address for their customer service in this XXXXXXXX XXXX!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation