Wells Fargo to Flagstar


COMPANY SPENT THE WEEKEND PREPARING FOR THE TRANSITION. AS BRANCHES OPENED TODAY, NEW CUSTOMERS WERE MET WITH LONG LINES AND HEADACHES TRYING TO SET UP ONLINE. GOOD EVENING, I’M TERRA BRANTLEY. AND, I’M DIRK ROWLEY. WE TOLD YOU BEFORE ABOUT THE SWITCH FROM WELLS FARGO TO FLAGSTAR ON DECEMBER 1ST.. TODAY WANE 15’S RACHEL RUSSELL IS CONTINUING OUR COVERAGE, SHE WENT TO A FEW OF THOSE BANK SITES TODAY.. WHAT’D YOU FIND? DIRK AND TERRA, I WENT TO ONE LOCATION AND WAITED IN A LINE OVER HALF AN HOUR TO TALK TO AN EMPLOYEE. I ALSO TALKED WITH A LOT OF FRUSTRATED CUSTOMERS TODAY DURING THIS SWITCH. HERE’S WHAT SOME OF THEM HAD TO SAY.. “I’M FRIED, I’M JUST TOTALLY FRIED FROM WHAT THEY’VE DONE, AND I HAVE A LOT OF MONEY SITTING IN THERE.” CUSTOMERS WHO HAVE BEEN WITH NORTHWESTERN AND THEN WELLS FARGO SINCE THE 80’S. “I STILL CAN’T CALL AND REGISTER ONLINE, I STILL CAN’T CALL AND REGISTER MY DEBIT CARD, AND I’VE BEEN ON HOLD ABOUT 29 MINUTES WITH THEIR CUSTOMER SERVICE AND NO ONE EVER COMES ON THE LINE.” LESLIE TOLD ME SHE’S NEVER HAD THIS PROBLEM IN THE PAST 20 PLUS YEARS, EVEN THROUGH OTHER TRANSFERS. “WE’VE TRANSFERED TWICE AT LEAST DURING THE TIME I’VE BEEN A BANKING CUSTOMER WITH THIS LOCATION, AND IT WAS PRETTY SEAMLESS YOU DIDN’T HAVE ANY SHUTDOWNS, YOU DIDN’T LOSE YOUR DEBIT CARD, YOU HAD ACCESS TO YOUR MONEY.” PEOPLE I TALKED TO AT A FEW OF THE BANKING LOCATIONS, SAID THEY JUST WANT ACCESS TO THEIR MONEY. “YOU HAD TO KNOW IT WAS GOING TO BE BAD BECAUSE IT’S LIKE THE FIRST MONDAY IT’S THE DAY AFTER THEY OPENED OR CHANGED TO FLAGSTAR SO LIKE I WENT IN TO GET A NEW DEBIT CARD BECAUSE I DIDN’T GET MY DEBIT CARD IN THE MAIL LIKE EVERYONE ELSE, SO I WAITED IN LINE AND THEY SAID IF YOU NEED MONEY YOU’RE WAITING IN THIS LINE, IF YOU NEED A DEBIT CARD YOU’RE GOING TO BE OVER HERE.” AND PEOPLE ON FACEBOOK WEREN’T HAPPY EITHER.. COMMENTS ON OUR POST SAYING, ” “CAN’T SIGN IN, CAN’T TRANSFER MONEY, CAN’T SEE MY ACCOUNT. NEW CARD WORKED RIGHT AWAY, BUT MY AUTOMATIC TRANSFERS AREN’T WORKING.” “I CAN’T SWITCH ANYTHING OVER. I HAVE NO CLUE WHERE ALL MY BILLS ARE GOING TO BE TAKEN OUT OF.” “APP DOES NOT WORK, WEBSITE WON’T ALLOW LOG IN. WELLS FARGO HAS 0 BALANCE AND CANNOT ACCESS FLAGSTAR TO SEE ANYTHING.” HERE’S WHAT FLAGSTAR SAID IN REPONSE TO THE ISSUES. “WHILE THE VAST MAJORITY OF CUSTOMERS HAVE COME OVER JUST FINE, AS OFTEN HAPPENS WITH TRANSACTIONS OF THIS SIZE, THERE HAVE BEEN SOME ISSUES IN TAKING CARE OF OUR CUSTOMERS AS THEY MAKE THIS CHANGE. WE TAKE OUR RESPONSIBILITY TO CUSTOMERS VERY SERIOUSLY, AND WE SINCERELY APOLOGIZE FOR ANY INCONVENIENCE. WE ARE WORKING QUICKLY AND DILIGENTLY TO SOLVE ONLINE AND CALL CENTER ACCESS ISSUES.” OBVIOUSLY STILL A LOT OF FRUSTRATIONS WITH THIS SWITCH OVER. WE WILL HAVE MORE INFORMATION ABOUT THE TRANSITION ON NIGHTCAST AT 11, SO BE SURE TO TUNE IN FOR THAT. RACHEL, THANKS. PRESIDENT GEORGE H.

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