1) What happened: The customer expressed concern regarding their recent branch visit. The customer mentioned that they attempted to withdraw $3,000.00 and was declined. The customer mentioned that they couldn't allow the transaction to be approved as there was an alert on their account, the branch manager did not go into the details of the alert on the customer's account. The customer visited a different branch location and was able to complete the transaction. This caused the customer to return to the original branch location and ask the branch manager "why did you lie?" and the branch manager responded with " I can do whatever I want, I am the manager". The customer felt inconvenienced by the branch. Research confirmed the interaction took place in a branch. What is the related service channel for this? a) Branch (Banker Desk) b) Unable to Determine c) No servicing channel error occurred. d) Branch (Teller) 2) Verbiage: Customer stated that she made a branch payment towards to her escrow on January 24, 2025, for $2,500. She was informed by the teller that everything was fine and almost a week has gone by, and she realized that check has not cleared to her bank, then she called last Friday, and the escalation employee told her that her check was returned for insufficient fund and that can't be because there is enough money into my account. She was told by an escalation employee that we received a payment for $3,493.25 on January 24, 2025, customer stated that this is not the amount they processed at the bank, she even got a confirmation number, so she is wondering how the teller process so much money from what she gave her. She was upset and do not understand why the teller process the transaction without her confirmation. She stated that banker put her in predicament. Is this "What happened note" sufficient for you to use within your case?  a) Yes b) No  3) What happened: Customer was not pleased with were the company is going with changes- not happy with the hours that was changed post covid, want to open late and longer on the weekends. Wish that Wells Fargo would put money back in the branch it is run down and needs updated with all the money WF has they should be able to do that. Shared that she did not like that account was changed to something else and there better not be fees on the account or she will be looking to go somewhere else. I shared that I would share her concerns. Research was unable to confirm where the issue took place. What is the related service channel for this? a) Unable to Determine b) No servicing channel error occurred. c) Branch (Other) d) Customer Service 4) When would you use Closed as your resolution type? a) When the steps taken in response to the complaint include an explanation that was tailored to the individual consumer’s complaint. b) When the steps taken or will be taken in response to the complaint that did not result in monetary relief that is objective, measurable, and verifiable, but may have addressed some or all of the complaint involving non-monetary requests. c) When we refund, waive, or reimburse any fees associated with account servicing d) When closing the complaint without relief or explanation 5) What happened: Customer dissatisfied with not being notified prior to account conversion. Customer stated should verbally agree before the changes take place. Customer stated information is too low on the statements and should be where it can be seen. Research confirmed that Wells Fargo prints customer statements directly and we can put in a request for certain issues to be edited depending on the context of the issue with the statement. What would be the related service channel?  a) Unable to Determine b) Utilities Customer Tax c) ATM Strategy or Vendor Solutions d) Retail Core Operations 6) Verbiage: CH came into the branch on Feb 6 to discuss savings and fee stuff. Reviewed account and was unable to put the account under the relationship according to PR549. Advised that we need to wait til CIP clears. Could only reverse $40.00 as courtesy per fdt. Customer said he he is dissatisfaction about the issue. Banker converts the account to a Way2Save savings account to avoid future fees. Is this "What happened note" sufficient for you to use within your case? a) No  b) Yes 7) When completing intake when would you use the selection duplicate? a) When the new case does not share the same concerns or dissatisfaction with any other cases b) When the new case is identified by QA as an incomplete or inaccurate resolution as part of the Post Quality Assurance (QA) post-response process or any other mechanism that would require a new response sent to the complainant. c) When you have the supporting case and another caseworker is working the lead case related to yours. d) When the case is new and there is another available case with the same issues that is open. 

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