Kathy sent a message to John Stumpf Chairman, President, and CEO, Wells Fargo Email Address that said:
Good Evening Mr. Stumpf,
My name is Kathy and I have a problem. I have tried working with your customer service department at the Addicks branch and also the 800 number. I also spoke with the branch manager at the Addicks branch in Houston Texas, which is the Branch where the incident happened. Apparently they have no caring for the customer, however your Vision and Value statement indicates otherwise.
Simple fix, my son went to the bank on Friday, 02-19-16, as he does every week to transfer money from his paycard to his checking account. The money was placed on his card on Thursday night by Radley Staffing, however when the teller supposedly swiped the card it stated declined. The teller did it a second time and of course the dual swipe would have caused a problem. As of today my son's money has not been credited to his account. It leads me to believe that somebody got their hand in the "COOKIE JAR". I understand that his account is not a billion dollar account and three hundred (300.00) is no money to you but in our world it is a bill. I have been waiting all day to have a resolve to this issue and as of 5:38 P.M CST, I spoke to Mark and its just like nothing is going on as far as he is concerned . He hopes that it will be resolved tomorrow.
Now according to your Vision and Value statement that is not how you would want your customers handled. Or maybe that Vision and Value statement only apply to the BIG DOLLAR CUSTOMERS....
I thought I would try you before I go to the MEDIA, who is waiting to her back from me regarding this story; because I think small dollar customers would like to know how Wells Fargo operate and what applies to one customer may not apply to the other?
Anyway good customer service would have been to advance the account, complete the research and notify the customer. Chase does it and also BOA, if something of this nature would have happened in their location. So anyway I just wanted to reach out to you, and I would hope to receive some type of response, acknowledging you did receive this email at least. I am just really in AWE because I thought Wells Fargo was a reputable banking institution and I encouraged my son to open the account with you all.
his name is Timothy and my name is on his account also.
Thank you in advance for your response.
Kathy
