I called customer service at approx 5:00 pm on 11/8/2011 and spoke to a "steve" as he refused to give me his last name I cannot provide it here. I explained that my account had been charged doubly for my monthly car payment as well as a couple of other credit card payments.
I asked how this occured. He explaine that it was my fault in some detail. I explained what had occured when I was asked to go in and verify my bill pay set up when the switchover occured from Wachovia to Wells Fargo. I explained that the dates were detailed on the page showing when a guarantor would receive payment based on my send date.
I adjusted the dates to take into that account so I wouldn't be late on my payments. Therefore I ended up double paying on my bills. I asked him why he hadn't explained this step when he "told" me what I had actually done. He told me "rather impertantly" that it was a manual modification that I chose to do.
I explained that based on what I was seeing on the screen and the dates being displayed that I didn't think I had a choice. He was rude and condescending in his tone and his manner. I explained that I would like his name and I wanted to close out my accounts if I couldn't count on WF not to double charge me. He refused to give me his name at all and told me the call was being recorded.
I said "good - then you should understand good customer service and that is when a customer ask you something such as your name or to speak to your supervisor that you should comply". He continued to run around in circles telling me that he would explain and answer my question ... I said ok .. what is your name ...
this went on for some time and to no avail. He finally buckled and told me his name was Steve ... again I asked for his last name and/or his supervisor. He continued to circle around the question and was extremely rude.
He finally told me he would get a supervisor ... that took quite a bit of time. A gentlemen came on and in a very deep tone said ... something to the effect of ...
"yes ... can I help you". I began to explain about the bill pay miss understanding and got only a couple of sentences in and I was cut off. The loud beeping in my ear was the signal that your organization has some very poor customer service.
So this "Steve" was incredibly rude ... I truly believe that the supervisor "whom did not give a name" was a fake.
I will be taking my business elsewhere as soon as I can. I am very disappointed in your organization and most importantly in your shoddy customer service.
Product or Service Mentioned: Wells Fargo Account.
Monetary Loss: $600.