Customer service
Product or Service Quality

HORRIFIC experience at the Wells Fargo on 518 & Castlewood in Friendswood TX. I went in to close my late father’s account with a death certificate and Affidavit of Heirship copy.

“Personal Banker” was pleasant at first while informing me that in order to process my request, she required an Executor of Estate document, and/or a document from the probate court, and/or I needed to file with the probate court to have the “required” documents issued to me before they could release the account. I pulled up the electronic copy of the Affidavit of Heirship for her to view and was told, if that was indeed the correct document, that I would need to present the original. Branch Manager joined the conversation proceeding to explain the probate process to me and how it is so simple that an attorney is not required. Also, she shared with me that even as a bank employee, she was required to submit these documents to process the account for her deceased relative.

I tried my best to explain to them that there is no “estate” and that my father’s case is atypical and all the required documents for our case have been filed. They continued to condescendingly tell me how I was incorrect and the Affidavit of Heirship was insufficient. The manager suggested for customer service rep to call legal support. While on the lengthy phone conversation with legal support, she Bullshit was told that an Affidavit of Heirship was indeed sufficient.

I asked her if I could use my electronic copy. Her reply to me was, “you were already told three times now that we need the original document, would you like me to write that down for you?” It was difficult enough to walk into that bank to request the process, her curt remark was completely unnecessary and hit me emotionally. I began to cry. She then took out a piece of paper to write down “Affidavit of Heirship”.

I told her that really was not necessary. She continued small talk with legal support as I sat and cried. When she finally hung up, I told her that I felt I was treated poorly and condescendingly. Without hesitation she replied with, “I do not feel I treated you with ANY discourtesy.” If the customer is sitting across the desk from you in tears and tells you they are receiving poor service, is that the appropriate answer?

My reply to her was, “I‘d now like to close my DAUGHTER’s account. The account that YOU assisted in opening.” The manager comes by to mitigate the situation but Marie continued to place blame on me and argued to be correct. She then had the audacity to get up and say, “I need to walk away because SHE is getting ME upset.”...while I am crying at HER desk in the middle of the lobby. I told the manager that I was treated with disregard for a delicate situation.

I got up and stood in line for a teller, still in tears, to close my daughter’s account.

If there is any question about the integrity of my story, there are more than enough cameras in that bank lobby to show their posturing indifference. #wellsfargo

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