Wednesday, July 19, 2006

Wells Fargo First Communications

There is a "Contact Us" link in the account screen from wellsfargo.com. I thought this would be handy as it is affiliated with the account and I entered other data as well like the date and amount of the transaction. My initial attempt to use this was thwarted because my florid eloquence went on too long, so I trimmed it down and wrote the following:
On Friday 7/7 I attempted to make a deposit at the Arden Hills Wells Fargo branch. I was depositing my wife's signed paycheck into our joint account using a deposit slip from our checkbook and requesting no money back. The teller and her supervisor (Suzanne?) refused to accept this because I was on a bicycle in the drive-through lane. I left. On Monday 7/10 I successfully made the deposit in the exact same branch from my bicycle. After posting this experience on my blog I got a lot of comments, some indicating no problem with doing this and others saying their Wells Fargo branch does not allow it. I would like to know the policy; is it company-wide, branch by branch or teller-dependent? I routinely ride my bicycle to work and have done this exact transaction before (see 6/2/06) without issue. Please let me know what to expect.
Thank you. Matt.
Wells Fargo responded to the Messages and Alerts section of the account screen.
Dear Matt:

I apologize that you experienced a problem when you attempted to make your deposit. With proper identification, there should be no problem in making the deposit as you described however, the decision is ultimately with the branch.

I have forwarded the details of your experience to our management. We constantly strive to provide you with the highest level of customer service.

We appreciate your business and thank you for banking with Wells Fargo.

Sincerely,
Joyce H
Wells Fargo
Online Customer Service
Hmmm, so the decision is ultimately with the branch. I guess I'll have to go and inquire at the Arden Hills branch about what their policy is in relation to serving cyclists in the drive-throughs. I also wonder about Joyce's "with proper identification" qualification; in my email to Wells Fargo I was very specific about the nature of the transaction and it's one for which I have never had to provide ID since I'm not getting any money back. I even referred in my email to the last time I did this transaction from my bicycle so that if they were looking at the account they would see the same deposit amount from the prior month. The deposit would recur in the months previous but I can't be certain I did them from my bike on those dates.

2 comments:

Jim said...

It seems to me that your proper ID or lack thereof was not at issue when you were refused service.

This is very interesting that the decision is made at the branch level. I might call my branch tomorrow to speak with the manager there about the policy. I can't wait to continue making an ass of myself, therby making all other cyclists look bad.

Kiril, The Cycling Dude said...

A great series!

Reminds me of similar issues I encounter when using the drive-thru of Fast-Food Restuarants. ;-D