January 2021 by Nathaniel Echavarria
I had what was by far the worst banking experience at this branch location. I was on my way to work and I had to make a quick withdraw in order to complete a job I was hired for. I noticed I didn’t have my wallet. Typically in this case I know I can use the atm card-free access to make a withdraw so I attempted to do that. For what ever reason the system would not send me a code even though my phone number was verified. So I went to speak with the teller I explained the situation about the lost wallet and that card free access wasn’t working. Which she then explained to the branch manager to which she said she would make a one time exception. I was happy that they were going to help so they gave me a withdraw slip to fill out. I filled out all the info handed it back to them and stepped away to tell my customer I was on the way. When I came back I was told by another bank associate(an associate who wasn’t at all involved and said she knew nothing about the exception) that they can’t help me and that I would have to call customer service.. I asked her to get the branch manager to come speak with me so I can ask about the exception that she just made. When she finally came she explained that she couldn’t verify my identity because my signature was a bit off. I told her I’ve had an account with WF for 10 years almost and that my signature now might be slightly different then when I opened the account but I can show her all the little tweaks that might have been done over the years to verify that way. ( I’ve never made major changes other then sometimes doting and I, or crossing a t as I have both in my name)...Or I could verify another as in (picture of driver license, atm card number, account number, ss#, address, my Apple Pay being set up, phone number, email, daily balance notifications from my phone, my ability to sign in to online.) All of that and she essentially changed her mind about making an exception. And told me to call customer service. I told her I didn’t want to do that because it would take a long too long and I have a customer waiting for me. I asked again if she could explain why all of a sudden she can’t make an exception and she left to go get “policy information” papers to explain. As if she hadn’t already flexed her “bank manager muscle” of being able to override policy at her discretion. While she’s gone I call CS to have them send me a code. And after a 30 min call on the phone, CS cant figure out why I can’t get an access code. Then they CS told me they made too many attempts and that I would have to wait 24hrs to call them back for further assistance. I hang up and get a call from my customer that they are going with a different company since at this point I’m 45 mins late for my apt. This branch manager made a terrible judgement call that cost me a customer and hit to my reputation. To the manager, You can’t clearly override policy only then to change your mind and hide behind that same policy as if you have no power. This is not customer service and I intend to close my WF account first thing in the morning.
