Flagstar Frustrations Continue


PEOPLE’S MONEY)) NEW FLAGSTAR BANK CUSTOMERS CONTINUE TO FACE ISSUES WITH THEIR ACCOUNTS. IT’S BEEN ONE DAY SINCE THE FORMER WELLS FARGO BRANCHES OPENED UP UNDER THE FLAGSTAR NAME. TONIGHT WE’RE EXCLUSIVELY TALKING WITH FLAGSTAR’S CEO TO GET ANSWERS TO THE QUESTIONS YOU’VE BEEN ASKING. GOOD EVENING, I’M DIRK ROWLEY. AND, I’M TERRA BRANTLEY. CUSTOMERS TELL US APOLOGIES ARE NOT ENOUGH. WANE 15’S KAITOR KAY CONTINUES OUR COVERAGE… KAITOR. WE SPENT A LOT OF TIME TALKING WITH FRUSTRATED CUSTOMERS TODAY. SOME ARE SO ANGRY, THAT THEY’RE CLOSING THEIR ACCOUNT. BUT FLAGSTAR’S CEO IS HOPING THEY’LL STAY PATIENT AND REMAIN ON BOARD. “I DON’T HAVE ACCESS TO MY MONEY. I HAVE BILLS THAT I HAVE TO PAY LIKE YOUR MORTGAGE IS DUE ON THE FIRST, BUT I CAN’T GET TO MY ACCOUNT TO PAY MY MORTGAGE.” FLAGSTAR BANKS IN THE AREA LOOK THE SAME AS YESTERDAY, FILLED PARKING LOTS, LONG LINES THAT EXTEND TO THE DOOR, AND PEOPLE EXITING WITH LOTS OF FRUSTRATION. WE TALKED WITH ONE BUSINESSMAN FROM CALIFORNIA, JAMES WRIGHT, WHO DOES SOME BUSINESS IN FORT WAYNE. HE GOT HERE ON THURSDAY AND WASN’T ABLE TO ACCESS HIS MONEY ALL WEEKEND. HE TELLS US HE’S CLOSING HIS FLAGSTAR ACCOUNT AND HE’S NOT THE ONLY ONE WHO’S TOLD US THEY’RE DOING THAT. “I’VE NEVER HAD AN EXPERIENCE LIKE THIS WITH A BANK ANYWHERE… I’VE NEVER BEEN INTO A BANK WHERE YOU HAVE PEOPLE LITERALLY STANDING OUTSIDE. THAT’S JUST RIDICULOUS.” “THEY PICKED IT RIGHT BEFORE CHRISTMAS. YOU DID IT THE VERY BEGINNING OF THE MONTH AND CHRISTMAS. YOU JUST MESSED WITH EVERYBODY’S MONEY AT THE TIME THAT WE NEEDED THE MONEY THE MOST” FLAGSTAR SENT OUT A NEW STATEMENT TODAY EXPLAINING THE ISSUS AROUND ACCESS TO FLAGSTAR DOT COM, ACCESS TO ONLINE BANKING, AND DEBIT CARD PROBLEMS. THEY HAD A SYSTEM CRASH YESTERDAY MORNING, WHICH THEY HAVE CORRECTED. THEY HAVE UPDATED THEIR WELCOME PAGE WITH SPECIFIC STEPS AND INSTRUCTIONS FOR LOGGING IN FOR THE FIRST TIME. THEY’VE ALSO BROUGHT IN A SIGNIFICANT AMOUNT OF EXTRA SUPPORT IN THEIR CALL CENTER. FLAGSTAR CEO ALESSANDRO DINELLO VISITED WANE 15 FOR AN EXCUSIVE INTERVIEW. THIS WAS HIS MAIN MESSAGE: “WE’RE GOING TO DO EVERYTHING WE CAN TO WIN PEOPLE’S CONFIDENCE. I WANT TO REMIND YOU ALL IF YOU CUSTOMER OF WELLS FARGO AND NOW A FLAGSTAR CUSTOMER, YOUR MONEY IS SAFE. IF YOU NEED TO WRITE A CHECK, WRITE IT. WE WILL NOT BOUNCE YOUR CHECK. WE WILL NOT WRITE YOU AN OVERDRAFT FEE.” FLAGSTAR’S CEO SAID ON WANE 15 FIRST AT 5 IF YOU HAVE PROBLEMS, YOU CAN EMAIL HIM DIRECTLY AT DINELLO AT FLAG- STAR-DOT-COM. YOU CAN ALSO VISIT WANE DOT COM FOR ALL YOUR QUESTIONS ABOUT THE SWITCH TO FLAGSTAR. IN STUDIO 15, KAITOR KAY, WANE 15 NEWS.

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