There is a huge push on capturing complaints from customers. If the customer even mentions that they don’t remember an account or remember if they were told about fees employees should log this an unethical complaint. After attending the calls from senior leadership it seems like m Rather then capturing actual complaints they want employees to fish for complaints for customrs. Any one else experiencing this in retail segment and it might have to do with layoffs
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There is only an hour left in my day and I haven't found a complaint yet. I should have sand bagged some from yesterday. I know my manager will be coming around soon. Does anyone have a complaint I can borrow? I promise I will pay you back next week. If not I may just need to make one up for a non customer
A customer says that their temporary debit card stopped working and they never received their permanent one. The customer wants to come in to get a new temporary card and the banker sets an appointment. Even though the banker set an appointment to resolve the issue and the customer was happy the banker must file an escalated complaint since the issue wasn’t resolved immediately. Now resolution team will be reaching out to the customer in about 3 weeks.( they are really back logged for some reason)
@1uen, need to clean house from the top down - and a thorough cleaning. Need to get rid of the managers that have been there for > 20 years and get the corruption out of there once and for all. Ned to thoroughly look at their backgrounds and weed out the frauds.
I've worked in the retail bank for over 10 years. The pressure to cross sell and push products has returned.
Need to create more complaints like they needed to open more fake accounts. Hmm... Does that sound familiar? You have the same players in the mix. Maybe someone should take a close look at this and get rid of the corruption once and for all. There is a common denominator.
I am on the data side and reading complaints volume every month... Thanks everyone for letting me why from Aug there was huge increase for service complaints volume..and I could not explain why..now I know, but still cannot put on my report :(
Home lending peon here. They’ve introduced an automatic email monitoring system that scans for complaint trigger words and reports them to managers. Can’t tell if this is just overcompensation for past controversies or a way to weed out the “bad” employees. Either way, I’ve never actually seen a complaint get resolved once it’s sent to the executive office.
I preplan my calls and appointments looking for ways on how I can generate more complaints. I must average 10 a week. I’m on fire!
I'm in credit cards and there's a push here too. Was talked to about not submitting a complaint because our fax# was busy.
The level of stupidity in this company right now.
It’s been happening on the brokerage side for years. It’s not layoff-related. It’s simply to demonstrate that we’re taking seriously and investigating customer complaints.
A Lady walked into my branch and said she needed help logging into her cousins online banking because she can’t figure out the password. I asked her if he is here. She said no he is in the military. I said I can’t help her log into someone else’s online banking and I offered her the phone number that he can call. She said how am I supposed to know how much money he has? Then I filed a complaint as she walked out and said she will just use his debit card at the atm to check the balance.
The real reason. Customer has and uses an account for a decade. Customer gets a overdraft fee. Customer wants fee returned so they say they didn’t know about overdraft fees. Employee files escalated complaint. Opening banker gets investigated on all accounts opened 10 years ago. Investigator says you opened too many accounts. Employee gets fired without severance. The more complaints the more opportunities to fire
Not just in the bank, all parts of the company are doing this.
I have noticed this as well and am wondering the same thing. It could be overcompensation or it could be a way to justify that department to lessen the impact of cuts/layoffs to that department. Most likely, it has to do with the bad management that is typical of Wells Fargo.
Regulatory
Sounds like typical overcompensation from the scandal. We missed complaints early on, so now we've built a huge complaint infrastructure. My former 2 up left to go into the new complaint department.
Either that or they're trying to justify having built this huge organization that now will most likely be severely downsized.
This is not true. There isn't even an option to log an "unethical" complaint.
I’m not on the bank retail side but would love to know the real reason behind this. Wonder which brain surgeon came up with this latest waste of time idea.