I've been a Wells Fargo customer for over 30 years. On Saturday, February 24, an incident occurred at the Springfield Plaza branch, in Springfield, Virginia that has caused me to end that relationship.
I had brought several old U.S. Savings Bonds to the branch to cash/deposit. The computer system could not seem to calculate their current value, so Nancy Aridila, service manager, was called over.
The bonds (and my ID) clearly show both that I am the bearer and am quite alive. My mother, xxx, is listed as the POD beneficiary. Apparently, Ms. Aridila was confused between bearers and beneficiaries, as she asked for my death certificate; when I pointed out I was alive, she indicated it was mom's death certificate that she meant. On Monday previous , my 85-year-old mother had been diagnosed with cancer. And now WF is asking for her death certificate (or mine??). This was EXTREMELY distressing to me.
I would hope that WF employees are trained to be sensitive when asking about the potential demise of of a customer or a customer's relative, and also to distinguish between an owner and a beneficiary.
I eventually took the bonds to a PNC branch, where they professionally and quickly determined their current value and opened a new account for me. I will be closing out my Wells Fargo account.
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.