We used to have sales goals now we have complaint goals. “You’re branch only had 15 complaints last week, you need to pay more attention because you must have had more” complaints, complaints, complaints enter them all if you don’t have enough you better get that number up. Customer leaves feedback on survey that they hate Wells Fargo corporate because of the illegal actions of the past and they don’t trust the company and the fact that instant issue debit cards have gone away now I have to submit an action plan on why the branch got a bad survey. Went from fully staffed to a skeleton crew of two tellers in a branch that processes approximately 7500 transactions per month. This company is in a slow downward spiral, and as soon as something else comes along I will help them with their natural attrition.
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Exactly!! It’s almost as if people don’t understand that autocorrect situations happen and a lot of people that post on here are doing so quickly and quite frankly don’t care if their post is grammatically correct. I know I don’t care at all. If you can understand the message that’s fine for me. When I write an email or professional correspondence it’s always proof checked but not a message board post haha
Muphry's law is an adage that states: "If you write anything criticizing editing or proofreading, there will be a fault of some kind in what you have written."
Your schools, by the way, not your schoolers.
Post ID: @OP+19Wpy8cZ
The usual F for the San Fran Sicko failing public schools. Your schoolers by the way, not “You’re “ schools
“You’re branch only had 15 complaints last week, you need to pay more attention because you must have had more” complaints, complaints, complaints enter them all if you don’t have enough you better get that number up.
Complaints are tracked weekly so the 15 complaints would have been in a week. My branch definitely has pressure for complaints as well. Gotta log ‘me all!
If your branch had 7500 transactions last month.. you definitely had more than 15 complaints. Get better or get out. Ha.
Banker here and your example of someone complaining about their mother in law and needing to log it really isn’t a hypothetical for my branch. The DM was in the branch and a customer said out loud I can’t believe how hot it is outside right now. It’s southwest GA so it is hot during the summer. These DM’s that were managers during the account scandal dodged it once and think they are invincible so the goals for senseless things are never ending. Everyone is past the point of caring.
Even in our branch the complaint situation is getting ridiculous. Someone complains about their mother in law and we have to log it.. (obviously a tangent but you get my point).. will complaining to the OCC make any difference?
Whistleblowers get terminated, and not with severance.
@4her+19Wpy8cZ You should be ashamed of yourself for attempting to get an employee’s career destroyed for surfacing a well-known endemic problem. And certainly you are in a position to know that Employee calls to the ethics line, regional president or lead will always result in complete career destruction..
That is who you are. Don’t destroy good hearted honest people.
4sjz+19Wpy8cZ. What you describe with daily emails is not approved by anyone. If its happening please call ethics line. Call your region president. Call your lead region president. Call Michelle L
This is not who we are. This.is an abomination of who we are
Are we working in the same region? We had to add it to our "closing checklist" and email to our DM how many we log daily before the reporting updates every Tuesday. We were told if a customer even sighs and says everything is fine you need to log it as a complaint, because the sigh is a sign of frustration. Even our RSP is up our asses, because apparently the only way we'll get the consent order rid of is if we log complaints......it's all ridiculous.
Years ago I saw someone raise his hand for a possible ethical violation; his manager handled it poorly and HR handled it poorly and it ended up with the manager confronting the potentially unethical person with the whistleblower present (Joe here complained that...). So he learned the lesson they were trying to convey: don’t stick your neck out. I could live with that, but the annual mandatory “ethics” training on top of that really sticks in my craw. If you’re going to do this, train the manager in how to handle complaints.
We worked our tails off to create fake accounts in bulk and had lots of complaints (and commissions) and they it down. Now they WANT complaints? These peoples are schizo...
Complaints is the new Core Solutions!! You still have the old DM’s and managers, so they are used to GAMING the system. Which is exactly what they are doing with complaints. Prove me wrong.
Send Mary Mack, Bill Senhauser, and Brian King a email letting them know you’re being pressured to submit complaints. Will get to resolution a lot faster than going through ethics.
And @2iwx+19Wpy8cZ I could understand the OP just fine....problem with reading must be with you.
This is an online message board not a literary discussion. Why do you find it necessary to attempt to put someone down for venting about how sh–ty this company is. Keep drinking the Kool Aid and pretty soon you can criticize someone’s post on another company’s theLayoff.com page.
@OP+19Wpy8cZ Just a few words of advice.
If you actually do want your disconnected ramblings to have even a chance of being taken seriously, you owe it to yourself and your career to actually learn some basic English and communications skills. If you work here you probably had a resumé. Why don’t you speak to whomever you worked with to develop a coherent resumé and ask them for some basic English grammar suggestions.
Cogent speech yields cogent discussions. Just a tip for the San Francisco public education victims.
No change, I do it in hopes of saving the culture and you can pay me back by upping your game.
Thank you!
You can call ethics line. Report anonymously. They do not ask for any identifying info.
Please make an ethics complaint. The leadership activity you describe is not ethical
OP here: replying to the fact that I should raise my hand. I’ve got 4 months of parental leave coming very soon and I won’t be coming back after it is up. Raising my hand may help the company, but it would absolutely ruin my job. I’ve seen firsthand what happens to people who raise their hand. HR is not anonymous about it, the first thing they ask is for your employee ID when calling even if you don’t divulge that information it’s not hard for a manager to figure out and then life is even more miserable. I know the ethics of the situation but for everyone in branches it’s self preservation during a pandemic to make sure we can feed our family.
Even if DM’s did get warned not to have quotes on complaints they are definitely pushing for more and more and more. Every week it’s,” this branch did 20 why did your branch only do 15” if the bankers start basically making up complaints then we go to 25 and the next question for the other branch is, “they did 25 why did you only do 20” in a never ending cycle. We’re never told a firm number we have to hit just pressured for more and more and more endlessly. Wells Fargo is all about accountability in my area, if that’s the case they need to take accountability for all of the customers being mad at them for stuff that the branch can’t control.
Wait! I have it...
What if we incentivized fake complaints? It worked with accounts didn’t it?
Just so everyone knows, they have been warned to not have complaint quotas / metrics
This isn’t about improving the customer experience. This a all about satisfying one of the many regulatory issues they need to resolve.
Please raise your hand. This is not happening everywhere and will only stop when someone has the courage to say something
I get that they might want to identify areas of customer dissatisfaction in order to institute improvements - but how are employees supposed to report customer complaints if customers don’t complain?
Not all complaints are voiced.
Of course, they don't look for employee complaints, just customers. Imagine if they spent that much energy on employee complaints, morale and TM sentiment may not be in the bottom of the barrel?!
But that will never be a focus, ever, ever. Then, this site wouldn't be chock full is disenfranchised team members if employee complaints got even 5% of the energy that customer complaints did.
Welcome to the Circus.
During my time there, I found that to be one of the more negative and inane things they've done. We literally had meetings about how to look for a dissatisfied customer! I suggested we should look for the positives instead... deaf ears....
As much as being displaced has been an inconvenience, it's a relief not to part of such a toxic, hostile and negative environment.