Wells Fargo Bank, SUNRISE & KOLB BRANCH

Zero Customer Care
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by MelodyA1, Oct. 20, 2015

This branch just hired a new "service director" named Brent Cook. This is my home branch and I expect a personal relationship with the bank I have done business with for over 20 years (since before this branch even opened)   While on vacation my account became overdrawn because of a bank error that caused my mortgage to be paid twice.  Brent refused to help over the phone.  He refused to call the mortgage department for me to correct the problem.  He refused to reverse the overdraft fees.  He refused stating that it was bank policy that he could not help me over the phone, even though he could certainly have verified my identity and I know most of the staff at this branch.   He offered to "help" me by shirking any responsibility for the problem and telling me to call the main 800 number (apparently the call centers are "allowed" to help over the phone even though my own branch refuses to!).   Then he told me that the only way that the problem could be addressed was to send me out of my way in the middle of vacation to a branch office in Beaverton , OR. to speak to the branch manager there by the name of Damon Brissett.   I called in advance to Damon and told him I would be there by 5pm, and he said that he would be there until 6pm.  At 5pm I arrived and Damon was conveniently leaving the branch and could not help me.  He instead introduced me to a teller since he "was unavailable" .  The teller, Sandra, was fantastic and did her best to help me but did not have the experience and simply documented my needs to Damon in an email so that he would take care of them as soon as he could..  Damon, in turn, did NOTHING and did not even respond to the email.  In the wake of the refusal by my branch's "service" manager, Brent Cook, to assist me, and the unavailability of the manager he referred me and whom I went out of my way to meet with, this small problem got bigger.  Wells Fargo mortgage continued to attempt making a double payment for my mortgage, and my account continued to have fees applied due to their error.   Hours and hours of my vacation time were lost and I was very stressed and upset by this experience and total service failure by the bank.   Both Damon and Brent seem to think that as managers it is their job to pass my problems on to someone else as both of them refused to take any ownership of the situation.   Both of them deserve to be fired.   

* this reviewer has be with this bank for >10 years
* this reviewer had 3 - 5 banks before.
* this review was made on Wells Fargo Bank, Sunrise & Kolb Branch at Tucson, AZ
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