Consumer complaint received 2024-01-08
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 REQUESTED ANSWERS TO A 7 QUESTIONS IN MY COMPLAINT BUT NOW AFTER 7 MONTHS WELLS FARGO STILL UNABLE TO ANSWER THE QUESTIONS. 
This complaint is about a branch manager. 
I AM REFILING MY COMPLAINT AGAINST A BRANCH MANAGER BECAUSE TILL NOW I DID NOT RECEIVE ANSWERS TO MY 7 QUESTIONS IN THE COMPLAINT. 
This complaint is # XXXX ABOUT THE SAME ISSUE, against the same branch manager and AGAIN Wells Fargo failed to respond PROPERLY, HONESTLY AND CLEARLY TO MY COMPLAINT AGAINST the BRANCH MANAGER WELLS FARGO 's ECMOs lack of responsibility and lack of knowledge on how to deal with such issue is demonstrated by the response provided Wells Fargo here. The Wells Fargo employees who are answering the complaint are working from the comfort of their home without any control from a Wells Fargo management and without any supervision and the response of Wells Fargo here is null and demonstrates the nun professionalism of the Wells Fargo ECMO employees and their disrespect to the customers and to the CONSUMER FINANCE PROTECTION DEPARTMENT. For that I re-filed a new complaint here hoping that Wells Fargo will open their eyes and ear to my complaint and do the necessary investigation and answer the questions in this complaint properly. and not telling me the answers to your question is a secret we can not share it with you and so is the invisible investigation. AND MY RESPONDING THAT THE BRANCH MANAGER CAN NOT ORDER AN ATM CARD AND CAN NOT INFORM THE CUSTOMERS THAT THEY CAN ORDER THE ATM CARD BY PHONE AND ONLINE!! Did the ECMO STILL REFUSING TO PROVIDE THE ANSWERS. 
Here is my complaint # XXXX XXXX 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 ODD 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 1- 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 XXXX  TO TELL ME THAT HE CAN NOT RENEW MY ATM CARD ON HIS COMPUTER? 3- HOW COME WHEN I WENT OUTSIDE OF THE BRANCH AND CALLED CUSTOMER SERVICE , THE CUSTOMER SERVICE RENEWED MY CARD IN 30 SECOND PHONE CALL? 4- WHY DOES 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? 6- 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? 7- WHY IS WELLS FARGO IS REFUSING TO INVESTIGATE THIS POSSIBLE MISCONDUCT? I am not getting answers to my questions even after re-submitting my complaint more than 25 times in the last 8 months because Wells Fargo contracted the customer service duty to a company called XXXXXXXX XXXX XXXX XXXX ( ECMO ). This company labeled the employees XXXX. The XXXX  employees are without any banking experience to resolve the customer 's issues, those employees are labeled XXXX. are 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 or a vague response as the response I received from 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 or about opening a new account or about checking and saving or about lack of appointments which I am not complaining about. Those Employees of the contractors XXXX, refused to forward my complaint to a REAL Wells Fargo manager, and refused to answer and 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 and that was confirmed by the last response of the XXXX  XXXX as they think they are the highest level in Wells Fargo, or they are the XXXX ay Wells Fargo and no managers above them. So, the Customers like me find no XXXX 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! I WANT THIS COMPLAINT TO BE FORWARDED TO A REAL WELLS FARGO MANAGER AND NOT TO THE CLOWNS LABELED XXXX. NOTICE : NO PHONE CALLS ARE ACCEPTED ALL RESPONSES MUST BE IN WRITING EMAILS OR MAIL BECAUSE IN MY EXPERIENCE, THE WELLS FARGO EMPLOYEES DO NOT TELL THE TRUTH. I AM REQUESTING FOR THE 16 TIMES THAT THIS COMPLAINT TO BE FORWARDED TOP A REAL WELLS FARGO MANAGER AND NOT THOSE LABELED XXXX, WHO FROM MY EXPERIENCE DO NOT TELL THE TRUTH. A MANAGER CAN CONTACT ME BY EMAIL TO SET AN APPOINTMENT FOR A PHONE CONVERSATION. IF YOU ARE PROFESSIONALS, YOU CAN NOT CALL THE CUSTOMERS ON YOUR OWN CONVENIENCE AND DISREGARD THE CONVENIENCE OF THE CUSTOMERS. DO NOT TELL ME WELLS FARGO HAS NO MANAGERS AND NO EMAILS! I AM REQUESTING FOR THE 16 TIMES THAT THIS COMPLAINT TO BE FORWARDED TO A REAL WELLS FARGO MANAGER AND NOT THOSE LABELED XXXX, WHO FROM MY EXPERIENCE DO NOT TELL THE TRUTH. A MANAGER CAN CONTACT ME BY EMAIL TO SET AN APPOINTMENT FOR A PHONE CONVERSATION. IF YOU ARE PROFESSIONALS, YOU CAN NOT CALL THE CUSTOMERS ON YOUR OWN CONVENIENCE AND DISREGARD THE CONVENIENCE OF THE CUSTOMERS. 
NO PHONE CALLS ARE ACCEPTED BECAUSE FROM MY EXPERIENCE THOSE WELLS FARGO CONTRACTORS LABELED XXXX  ARE LIARS. ALL CONTACTS MUST BE IN WRITING BY EMAIL OR MAIL.

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