Well, here’s a follow-up post about this post I wrote about my experience with Wells Fargo Home Mortgage.
It’s been over a week since I was first contacted by a couple of “reputation management” people from Wells Fargo corporate. Roughly four days after the post was published, I was contacted by someone via the “contact me” link on the blog asking me to contact him at my convenience about how Wells Fargo could improve my experience with them.
First, I was surprised that a company of this size actually has people that do this kind of thing. And second, if you do a search on Google for the terms “Wells Fargo sucks” you should get a result set of about 200,000 web pages. The fact that there are so many web pages containing these terms, I was surprised that they contacted me. Did they also contact the thousands of other unhappy customers? Anyway…
I contacted the guy who sent the email, expressed my concerns and he assured me that someone from “higher up” would be calling me on the phone. I should mention that I emailed him with my full name, loan number and phone number so they could look at the account history, etc.
Two days later I was contacted via phone by a woman who didn’t seem to have a title but she mentioned that she was from Wells Fargo corporate. She attempted to verify the problems I was having but had the story all wrong. After telling her this, she explained that she would have to do more research and get back to me and this was about 10 days ago.
The very next day, there was a comment made to the original post about this which seemed to come from someone obviously biased toward Wells Fargo. Following is the comment:
I should mention that when someone leaves a comment on this blog (and most blogs) an email address is required and the person’s IP address is recorded. I did a quick lookup of the IP address and interestingly enough the IP address belongs to an internet service provider just outside of Des Moines, IA which is where Wells Fargo corporate is.
This person also put his personal email address on the comment which is composed of his real name. Again, a quick search of the name and Wells Fargo, in quotes, revealed a link to this Wells Fargo mortgage broker. Nice move!
Yesterday, I called in to customer service about an unrelated issue and surprisingly, I was NOT transferred directly to collections. Instead, I was correctly transferred to customer service but needed to be transferred to another department. During that transfer operation, their phone system dropped the line. Thanks for that!
I proceeded to dial back in two more times before I was connected to the correct department. So, I guess that the moral of the story is…..Wells Fargo NEEDS a new phone system.
It amazes me that a company this large can’t figure out that their phone system is as important as having friendly customer service reps. As a customer, those two are typically all we interact with when doing business with the company so shouldn’t they at least TRY to put forth a good effort on those two fronts?