I used to work at Wells Fargo in San Jose, CA. Wells Fargo claims to spend upwards of $10k PER BANKER it trains before we officially hit the floor. We go through 6 weeks of intensive training on product knowledge and customer service. Everyone hits the floor excited to work for such a large and well-known company. The thing is, less than a week in I began to notice inconsistencies in its training program and what really goes on in the bank. Like most banks, we need to meet quotas. Accounts, CDs, Credit Cards, Debit Cards, Online Banking, almost everything counts as a "solution." They bankers are expected to meet a MINIMUM of 10 solutions per day. Typically we have about 10-15 bankers working at the branch, meaning 15x10 is 150 hustled products that we "sell" to the customers (you're probably thinking "ohh that explains why I have 6 checkin accounts and 10 debit cards).
No other bank I've worked at has ever had as low of ethics as Wells Fargo, as they are willing to succumb to almost ANYTHING just to get these solutions, including lying and creating needs or scaring customers into opening accounts. Every morning we go to the branch 30 minutes early for a "pep talk" which consists of the manager barraging us and telling us that we're all working to keep our jobs. The sad thing is, most of these customers trust us to be their financial advisors and believe that we're looking out for their best interests. The other chunk of these customers already know how shady this bank is and put up defenses the moment they park their car outside.
They send us weekly on "offsites" where we go around the community harrassing local businesses to try to get new accounts. They warn us that we cannot waive fees unless it's a "banker error" (which it often is), but to try to "overcome these objections" without having to get it waived. Nobody can waive fees except the manager, which is typically a hard-as$ who hustled his/her fair share of accounts to make it up there.
An example of how things work there. A customer has $100 to open an account, and typically won't have a balance of more than $1000. We do everything possible to open all the products we have to offer, and give them upgraded accounts they can't afford, which results in them getting charged fees and repeatedly coming back to ask for it to be waived.
I worked there for less than a year and just could not take it anymore. I wish I could go back and take my book of business and call and apologize to every customer that has ever sat at my desk and been a victim of our "hustling". Now that I work for a credit union, I go back to Wells from time to time to do simple transactions and I am just appalled at the customer service there. They stand stalking the computers at the teller lines, and if they see that you have no products they can sell they simply walk away. Nobody is interested in helping customers who just want to order checks or repin their debit card. Your best bet to get help is to walk in an announce you want to open a new account and watch how many people suddenly get up from their desks to help you.
P.S. Wells Fargo won't even waive my fees, even though I used to be an employee there and the only fees I've recieved are from negligent bankers. I'm sorry to you all...
Product or Service Mentioned: Wells Fargo Banking Service.