Wells Fargo Bank, PAN AM BRANCH

Incompetent, rude employees
Overall Rating
Interest Rate and Cost
Office Environment & Staff
Waiting Time
Other Services
by unhappywwellsfargo, Sep. 06, 2013

4 weeks ago, my husband and I went into the nearest Wells Fargo in our new location--Pan Am shopping center in Fairfax, VA--to add my name and get me cards for both my husband's checking and credit accounts and to update our account information since we recently moved and I recently changed my name (I have my own separate checking account at Wells Fargo as well).

The banker we met with was friendly but, we learned later, he did not do what was asked of him. We met with him for over a half hour and the only thing that he did correctly was to allow me to see all the pertinent accounts when I signed in online. He didn't update my contact information and he didn't arrange for cards in my name on my husband's accounts to be sent to me. We brought in all the necessary documents stating our address change, my name change, our marital status, etc. and he made copies of the documents we brought in, had us sign 3-4 different things 'verifying' and 'authorizing' the changes and our new information. He told us to expect my new cards in the mail within 10 business days.

We wait for 2 weeks just to find out that he actually had not added me to my husband's accounts successfully and I never received new cards for those accounts. So I went back into the same branch to try to straighten this out and met with another banker. I told her about my past experience and she shrugged and said there must have been a 'glitch' in the system and they were not able to process our request. She didn't seem to comprehend why I would be annoyed that I had to wait 2 weeks and then come back in again and made it seem like it was a common mistake.

Maybe it was a small mistake but I was pretty annoyed that she just made it seem like our time was not valuable so who cares if I have to come in twice to do something that should be very simple and straightforward. So, I was already frustrated with the service we had received at this point but I understand that things happen so I proceeded with this new banker, hoping she could issue me the cards for my husband's accounts and successfully update our contact information as well. It seemed like she knew what she was doing and I left after meeting with her for about 20 minutes and her telling me my new cards would be mailed to me within a week or so.

A week later I finally get the debit card, as expected. The next day I got a credit card, so I assumed that it was the credit card I requested, one that is tied to my husband's credit account. (I realize we have separate lines of credit but they had already done a credit check on me and I had been approved to be added to his account, or so I was told.)

Well, once I logged-in and found the credit account, I realize that it was not part of my husband's account after all but that she has issued me my own, completely separate credit card. Yeah, I was pretty annoyed but this was not such a big deal. I don't mind having my own credit card and the one I got has no fees and pretty good rewards so it wasn't the worst thing ever.

However, it is not what I asked for or what I went into Wells Fargo and spent approx. 50 minutes total of my time trying to get. I called the banker who I had seen most recently (since I had her business card) and, after waiting on hold for awhile, I told her about her error with the credit card. She was so rude on the phone. She kept interrupting me, she laughed in a condescending way when I said that I had never asked to have my own credit card, insisted that she hadn't done anything wrong, and she did not ever apologize. She kept saying 'well, you asked to get your own credit card, so...' and 'you are not allowed to just get a credit card on your husband's account without him authorizing it (scoff)' and 'I know you had a bad experience the first time you came in but the past is the past, don't try to make it seem like I did anything wrong.' Seriously? How unprofessional.

Perhaps I should have realized that I wouldn't be able to complete this whole process without my husband coming in with me a second time to 'authorize' that I could get a credit card under his account. However, I assumed incorrectly that since he had already been in with me once and had already signed authorizations for things, and since it was the first banker we worked with's error that put us in this situation in the first place, that she would be able to issue me a credit card under his account even without him there or that, if it was necessary for him to authorize it again, we could call him or she would simply tell me that I had to come back in with him again later. If she had told me when I was in there that I needed him there to authorize it, I would have been more annoyed, of course, but I would have understood and come back with him or had him call in later.

She didn't say anything like that. I explained the whole situation to her at least 3 times when I was in there and she seemed to understand. Then, when it turns out she didn't do what I asked and I called to question her about it, she got super defensive and nasty and refused to apologize for her mistake. She never would admit that she made a mistake.

That is what so infuriated me to the point that I wanted to write this review. She works in customer service, she made a mistake and instead of just saying 'I'm so sorry, what would you like me to do to remedy the situation?' She insists that I asked her to perform a service that I did not ask for...Even if I had asked for the wrong thing and it had not truly been her error, she still should have just apologized for the confusion. I really can't believe that it should be so difficult simply to add me to my husband's accounts. We brought in all the necessary documentation, we both came in at the same time and met with a banker and I really thought that this would be a simple, easy process. I got excuse after excuse from both bankers--oh, it was a glitch in the system; oh, you told us you wanted your own credit card; oh, you came in right before a holiday weekend so it was really busy (what on earth does that have to do with anything?!). And totally unprofessional, rude attitude from that second banker. I can't believe she has a job in customer service. I know the names of both the bankers I worked with but I am hesitant to post their names here because I don't want to be nasty just because that second banker was.

But I will not go back to this branch location.

* this reviewer has be with this bank for 3 - 10 years
* this reviewer had 1 - 2 banks before.
* this review was made on Wells Fargo Bank, Pan Am Branch at Fairfax, VA
5 of 5 people found this review helpful. Was this review helpful to you? Yes, No   Report Abuse

1 comment. Add a comment