Consumer complaint received 2023-07-05
Company: WELLS FARGO & COMPANY
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
For the second time Wells Fargo again refused to respond to my issue THE ANSWER WAS A COPY AND PASTE STANDARD ANSWER HAS NOTHING TO DO WITH THE SUBJECT OF MY COMPLAINT., Case Number : XXXX & XXXX. XXXX which brought me here. XX/XX/XXXX, at XXXX XXXX This was the first time I entered a Wells Fargo branch since XXXX. At my visit to branch # XXXX in XXXX, CA, I found out that my teller machine card was expired, I requested from the employee at the window to order my replacement card. The employee requested help from the branch manager, who, after looking at my account, told me that he can not order a teller machine 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 ODD because i have been with Wells Fargo for more than 35 years. 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 TO KNOW : 1- WHY DID THE MANAGER AT THE BRANCH TELL ME THAT I NEEDED AN APPOINTMENT TO SIT WITH A BANKER JUST TO RENEW MY TELLER MACHINE CARD? It must be a hidden reason that benefits the banker. 2- DOES THIS MANAGER THINK I AM XXXX  TO TELL ME THAT HE CAN NOT RENEW MY CARD ON HIS COMPUTER? 3- 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? 4- WHY DOES THE MANAGER OF THE BRANCH HAVE NO EXPERIENCE AND NOT KNOW HOW TO RENEW A TELLER MACHINE CARD? 5- IS WELLS FARGO HIRING MANAGERS FOR THE BRANCHES WITH NO EXPERIENCE SIMILAR TO THE ONE WHO JUST ANSWERED MY COMPLAINT AND THE ONE WHO TOLD ME HE CAN NOT RENEW MY TELLER MACHINE CARD ON HIS COMPUTER?, 6- WHY HAS WELLS FARGO REFUSED TO INVESTIGATE THIS POSSIBLE MISCONDUCT? This was the answer of the Executive FROM XXXX XXXX Case Specialist who did not address my complaint properly, refused to forward my complaint to a XXXXnager, and refused to investigate. the executive WORKING FROM HOME office case specialist response was a copy and paste standard answer that they send to everyone. - { Thank you for your patience while we looked into your concerns. Weve completed our research and are ready to share our findings. Were sorry for any service concerns you may have experienced when you attempted to get assistance at a Wells Fargo Branch. We strive to provide exceptional service, and its disappointing to learn we didnt meet this expectation. Were constantly reviewing and revising our practices and procedures to improve the customers experience, and we appreciate any input that helps us do this.

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