Wells Fargo
reviews and complaints

Casper, WY Downtown location. The teller at the drive up window(Mary) refused to change out a hundred dollar bill because I am not a signer on the business account. I told her to do it on my personal account, she took my acct number and then immediately told me she couldn't do it. So I drove around, parked at the walk in bank, was told the same thing. When I asked the head teller if this was my personal cash, you still wouldn't cash it? She refused to answer my questions to me, instead answered my questions only to the teller(Tania) I was at. After declaring how ridiculous this is, its CASH! The head teller told the teller I was at, to just do it, THIS ONE TIME ONLY! I feel like Wells Fargo doesn't wish for our business to do business with your bank, or anyone for that matter.. as all I needed was to change a hundred dollar bill so we had change in our register, so we could do business. I have been the secretary here for 20 years, and have never been treated so rudely! 12/07/2016 9:05 A.M. MST.

Nov. 28, 2016.
Long wait times on the phone and tossed around different departments.
Finally, getting a person in the "correct" area, I was spoken to indifferently rudely by Crystal.
Calling back to the complaint department, I received the same run-around again. Finally, again, getting to a supervisor, Tiffany, I spoke of the foregoing attitude and was told it would be addressed. Asked if there was anything else she could help with I mentioned two things. I was put on hold and not returned to. Total time, over twenty minutes just for this call.
My request: Wells Fargo to practice polite behavior to it's customers.

3 months ago we applied for a home loan and were pre approved. 3 months later and we still haven't closed. They keep requesting the same information over and over again. I have faxed bank statements 3 times. They have had us complete 3 different "addendums" to the purchase agreement, each time it comes in an email stating it must be signed by us and the seller ASAP! Then today, 6 business days before closing, they tell us we can't close on time because of "government standards". Whatever that means! Coincidentally the loan officer is taking the next week of for vacation. The contract expires in 6 days and now we have to ask the seller for an extension!

I have been working with wells fargo for months on submitting an application for a loan modification. I have submitted the same
documents over and over and over. My home preservation specialist is never available. I call every single day to inquire, never never can i speak to her. I speak to a different representative every day and am given yet another list of documents that i have already submitted to send in again. I honestly feel that i am being stalled so the loan can not even be up for consideration. I am a senior that has received guardianship of my grandchildren and i am trying everything possible to secure a home and security for these kids to grow u[p in. Now they have stalled long enough that a foreclosure date has been set, but still under the pretense of helping me through this

So I just literally walk in and went to the teller and ask me what I needed and I told her I need some paper to be notarized and pointed me to go to another teller as I walked through the other teller she asked me again what do I need and I said I need some paper to be notarized and the other teller just pointed me back to the other teller and laugh and I was like what the heck is this I'm not a joke! To go on the teller to another why not stop chit chatting and actually talk to me to me formally instead of chit chatting with you co teller! And you know what makes me mad you all laugh while I go the teller to another and this is ain't joke and it's not good to be laugh at just imagine yourself on what you guys did to me you think it's nice! Ugh! This is the Wells Fargo by powers& constitution at Colorado Springs! Jeez have some professionalism at work! And don't make people feel like a clown to be laugh at!😡😡😡👎🏼👎🏼👎🏼👎🏼

I am a Veitnam vet I worked as a security arm guard for a lot of years, lately I did some banking at Wells Fargo at store #0006735, I feel very uncomfortable in your bank, I don't have an account there. I have PTSD and some times I flich, especially when I feel uncomfortable, I feel your manager thinks I steal in the store at store #0006735, I don't steal I am 70 yrs old, the manager think I steal when I enter the bank he was standing there and ask me " what did I come in there for, I had to explain to him like I was public enemy 1 why I came in to the bank, I know that was not right, then the guard had his eye on me, like I was going to steal something, then after I finish my paper work he ran over to see what I was doing, I was the one of the three people in there two people at the count, the women employee was very nice but the two guys one manager and the other guard, was not nice, people think you are steal but don't have prove, I know they will get suited if they blame me for things I didn't do, and farther more I am going to tell my friends and relative this story so they can change there bank, we don't have to take that from people that have venges out on blacks, and I won't come back to wells fargo, anymore, for any things

I have been trying to resolve an issue for since march of 2016 I which I electronically deposited a check that was (as far as we can tell) stolen from my office desk and redeposited 2 days afterwords.
We think to a check cashing facility that banks at bank of america.
When bank of america tried to process the check the check issuing bank (national bank of california) rejected the check since it had already been electronically deposited into my account at wells fargo when the electronic deposit was done.
Bank of american then traced electronic deposit (not sure how) but traced it to being deposited in my wells fargo bank.
Wells fargo then without my knowledge decided to honor the deposited check and make me the bank and took the funds out of my account.
When I found this out immediately told them it was a fraudulent or stolen check, to an answer we will research and get back to you in a week
Well over and over I have been trying to resolve issue and have several bank managers stay on phone for hours trying to get anyone within wells fargo to research any farther than the check was deposited twice so we took the money out of your account.

No one can provide me this hard copy of the check nor where it was cashed just that i’m outta luck.

I really see a scam going on either between wells fargo and b of a or just wells fargo seeing they can not even provide my any info other than bank of america cashed the hard copy

I was charged a $155 Brokerage fee but I closed that account several years and moved the assets. Never had a fee when I had a Brokerage account and no fees until 9/10/16. I went to a local branch(account had originated out of state many years ago) and the Brokerage rep. looked up my records and told me that, yes, all my brokerage assets had been cancelled years ago and that I should not have been charged. He attempted to call the original broker and got no answer. Later that day I called and got the runaround but was told the orginal broker would call me. It's only been a day but have not received a call. Guess he's too busy with other cheated customers. How can I get my money back?

I been trying to work with Wells Fargo since 2009. They force me into bankruptcy to save my home. I was never late with a payment until the economy went bad. Being a small business owner, I used the house as collateral to finance a large construction project. All construction came to a stop and I defaulted on that loan. I was a few payments behind so I wanted to work with Wells to double or triple up on my payments until I get caught up. They stop accepting my payments. I tried everything to get them to work something out with me. They said I didn't qualify for a modification, or a repayment plan. My income rental had lots of equity at that time so they really wanted it according to a Wells Fargo representative. My rental property pays for itself with positive cash flow each month. I'm still trying to work something out with Wells Fargo 7 years later. They still want to foreclose on my home. I need help. Contact me please with a resolution.

I have attachments and proof but i need an email address to attach to

Read below

Wells fargo created false accounts for money laundering. In their culture of fake accounts and fake poa's, i have enough to make them beg to settle. They have been hiding from me for a decade as wells fargo does a lot of money laundering from iran as there are over 1 million iranians in ca.

My husband was one of only people who pointed to iran at the 911 hearings in the us senate. See the emails from the 911 case on iran in ny at the back.

Dear mr. Christensen:

It all sounds complex but it is not. Vakili’s father was convicted in iran for stealing my father’s money and moved to the us. His son is fayegh vakili who has a foot doctor’s practice in la, used his business as a front. It did no real business that could generate that money. His business was in a bad part of town. His family had no real money except for what they stole.

My mother is part of the same network and was blackmailed to do this operation. She died in 2005 but they kept the accounts open to continue the operation while wells fargo blocked any attempts retrieve the money.

The poa of my mother is fake to launder money in iran and a local notary republic company in la claimed my mother was there is create it (Enclosed). My mother’s passports(I have them ) have no trip. The signature does not match the one on her passport (Also enclosed). They illegally sold my land in iran and blocked me from going to iran. I did take court cases in france and belgium. France stalled me to exhaustion and belgium refused to hear the case on jurisdiction grounds. I never go a penny the land was in my name. They had two people sell the land there with fake poa. One was convicted and my mother used another fake poa to sell my land as well. The pakravans and the vakilis did the laundering. Apparently vakili did this operation for several people under different names with his address. Just ask the banks (2 statements are enclosed.

Naturally, he owes his ‘stealing’ to iranian government so it is a security risk as well. If the iranian government told him to help a terrorism or risk jail for his family, you are going to be ground zero.

Enclosed are certified translation of the death and probate

Account numbers document of 2 separate accounts and her checking account (There may be more account i do not know).

Stagecoach checking account number [protected]

Market rate saving account number [protected]

Checking account number [protected]

My mothers social security is [protected].

My social security number is [protected]. My name was changed from roya

To margaret roya in 1984 when i became a u.S. Citizen. I can not copy my citizenship papers legally but had a affidavit done last week at the us embassy in malaysia as they verified my citizenship paper and passport.

Enclosed is 2 fake poa ‘s of fayegh vakili to steal my money via wells fargo

1) my mother never went to los angeles except to lax in a stopover. She never lived at the address of vakili. Vakili has no id of my mother. I have them all.

2) the poa were created in los angeles signed ‘h’. We have all my mother’s passports and signatures until 2003. Why is ‘h’ a signature? She had a full signature and her passports had her full signatures on them. Who approved these accounts at your bank? Copy of passports enclosed.

3) my mother was not in the us when this poa was created. The last time my mother was in the us was 1996. She never returned to the us. In theory, the poa was signed by a notary in los angeles in 1997.

4) vakili later claimed he wired the money to paris as she was dying. She died in iran and not france. He knew it was my money. I refused to join these criminals. He took the money. Again, we have her passport to prove it.

5) vakili’s penthouse in la is worth over a million dollars. He has accounts with wells fargo

I contacted the irs and they did not seem to respond earlier. Recently, i have gotten the proof of the money laundering operation. They used fake power-of-attorneys in iran and the united states. I have enclosed a copy of that poa and prove my mother was not even in the united states(I have her passports). My mother was involved, is now dead and they did not report the death in 2005 as they were still using her social security number in the u.S. (Account information enclosed) and accounts in paris. They used a fake uncle (30 years her junior and never heard of him even though i am the only person on the probate) to collect the body in the end. They have ties to iran. I believe the irs forced wells fargo to close the account in 2008 without giving us compensation.

Again

The poa of my mother is fake used at wells fargo to launder money in iran and a local notary republic company in la claimed my mother was there is create it (Enclosed). My mother’s passports(I have them ) have no trip to the us. The signature does not match the one on her passport (Also enclosed).
Dubai pu prosecution

My mother never lived in wilshire blvd and has never been to la. (Ss [protected]). I did contact well fargo several times and they hide. Wells fargo watch is a joke

Earlier

--- webmaster wrote:
> this acknowledges receipt of your email to the
> financial crimes enforcement
> network(Fincen).
>
> you will receive a response shortly.
>
> original e-mail:
> ___________________________________________________
> from: [protected]@yahoo.com
> date: 7/26/00 4:04:21 am
> subject: re: request id [5633]: money laundering
>
> my wife cousin in california (The doctor) address and
> tel
> address:
> fayegh vakili
> 10535 wilshire blvd
> ph2 la, ca 90024 u.S.A.
>

> tel.: [protected] (Home)

[protected] (Office) is involved.
>
> please email me the suspicious activity report form.
>
> barry lanza
>
> --- webmaster wrote:
> > thank you for bringing your concerns to fincen.
> we
> > have passed your
> > information to our counterparts in belgium and the
> > netherlands.
> >
> > original e-mail:
> >
> ___________________________________________________
> > from: [protected]@yahoo.com
> > date: 6/1/00 4:10:51 am
> > subject: money laundering
> >
> > we have a case of money laundering of stolen
> > property overseas.
> > we are taking one person to court in
> > belgium and they are trying to dodge it on
> > jurisdiction grounds. A lot of the money is being
> > laundered to los angeles and we know who, how and
> > where. Who do we contact as we are in europe. It
> > is
> > an open and shut case but these people have
> > protection
> > of networks in the government.
> >
> > barry lanza ([protected]@hotmail.com)

911 trial iran nyc

From: [protected]@wigginschilds.com
To: [protected]@hotmail.com
Date: thu, 21 jul 2016 12:23:35 -0500
Subject: re: 911 and the ny building - want results...

Mr. Lanza,

Where do you live? I ask because i would consider meeting you in person. These emails are a little hard to follow sometimes. Thank you.

Timothy b. Fleming, of counsel

Wiggins childs pantazis fisher goldfarb pllc

1850 m street nw, suite 720 ∙ washington, dc 20036

Direct: [protected] ∙ fax: [protected]

[protected]@wigginschilds.com ∙ www.Wigginschilds.com

From: barry lanza [mailto:[protected]@hotmail.com]
Sent: thursday, july 21, 2016 3:11 am
To: timothy b. Fleming
Subject: fw: 911 and the ny building - want results...

Dear mr fleming

You need to show the iranian double - dealing between shah's people and rafsanjani's people.

You need a household name like the hessabys, and you need it all in writing.

Get me starting and they will beg for a deal. However, you will need to someone who can drag in lockerbie, 911,

Land in iran and money laundering, an austrian govt investigation as the us stepped on anyone who did not say

Bin laden (Ever though the fbi cleared him quietly in 2007.

And you need it in writing.. Obama will recognize iran after the election...

Then they will stall you until you die of old age...

Barry lanza

From: [protected]@wigginschilds.com
To: [protected]@hotmail.com
Date: wed, 9 dec 2015 14:51:02 -0600
Subject: re: 911 and the ny building - january is coming..

Mr. Lanza,

I am unlikely ever to say fu to someone who is trying to help. I am very busy at the moment, but i will look at this when i am able to do so

Timothy b. Fleming, of counsel

Wiggins childs pantazis fisher goldfarb pllc

1850 m street nw, suite 720 ∙ washington, dc 20036

Direct: [protected] ∙ fax: [protected]

[protected]@wigginschilds.com ∙ www.Wigginschilds.com

From: barry lanza [mailto:[protected]@hotmail.com]
Sent: tuesday, december 01, 2015 1:56 am
To: timothy b. Fleming
Subject: 911 and the ny building - january is coming.. You become a loose end

Hello mr. Fleming

Regards

Roya hessaby lanza, no.3, jalan sci 3/6, garden villa sunway city, ipoh, perak malaysia 31150

[protected] email: [protected]@hotmail.Co.Uk

[protected]@hotmail.com

Wells Fargo is now charging $3.00 for check images fees for viewing online. When you go to your online account and you click view to see a check you are now being charged $3.00 monthly fee. What's next? Charge for viewing your statement. This is so wrong. I thought the purpose for paperless is so we wouldn't receive our statements and checks through the mail now you want me to pay a fee to just to look at my check. Wells Fargo is being greedy.

Sent from my ipad

Begin forwarded message:

From: [protected]@aol.com
Date: september 29, 2015 at 4:24:15 pm edt
To: [protected]@aol.com
Subject: fwd: looking to take on wells

Hi,

i have been a victim of fraud. back in nov. of 2010 i received a phone call from wachovia about refinancing my mortgage, it seem like a very good idea, since i was in a pick a payment loan with a negative amortization. we decided to take wachovia's offer and refi. they they told me that it would be a better idea to modify my mortgage. i was on the phone for about an hour, providing them with all the necessary information. they told us that it would take 2 to 4 weeks before we would get modified,
3 weeks went by, since i did not hear anything from wachovia, i decided to call them for an update. finally i spoke to a representative (dan) and he told me that i was missing some documents. (bank statements) i told him that i had faxed over the bank statements 3 weeks ago.
Neatness to say i faxed over the documents again, by then my mortgage was due, so asked dan, do i pay my mortgage or do i wait for you to call me. he said that i was modifying and i did not need to pay the mortgage, it was going to be added on to the new mortgage. but i did need to keep continuing paying my 2nd mortgage.
By jan. 2011 i received a letter for wachovia stating that i did not pay my mortgage. and i could be facing foreclosure. i immediately call wachovia about this letter. the funny thing about wachovia, i could never get the same person on the phone. now, they told me that i was missing documents, (most recent pay-stubs) now i started to certify all letters to wachovia and fax them also.
By the end of feb. i received another letter in the mail, this time it said that i was going into foreclosure, by now we had enough of this, so i called wachovia to tell them that i did not want to participate in there games, and that i needed my original loan! until they said that i own them $18000. how can i owe you that much in 3 months! when my mortgage was only $1600. a month.
By now i was very scared, so wachovia left me with no choice but to continue with this nightmare
Again they asked me for more documents, by now there was no way out for me and my family, wachovia was running the show and we had no control of our life's. but we wore still paying our 2nd mortgage.
I spoke to so many wachovia representative, (have a record of) every month they would ask me for the same things. i have $478 of certified letters. it was always something they need it, but the funny part about it, they would never call me, i would always have to call them, and of course, i would never talk to same person!
This nightmare went on for over a year, by now my credit was ruined, the humiliation from our families and friends was too much to bear, people would knock on our door all day long. take pictures of our house. so our marriage was also ruined. i suffered depression, taking 3 types of medication for anxiety and depression, nervous break down.
Finally i winded up in the emergency room.
in mid 2012 i was finally approved. they gave me 40 years on my mortgage. i only had 24 yrs left, now i have 40 yrs. thank you wells fargo.

I am looking for someone to help us get compensation for what wells fargo (wachovia at the time) did to me and my family. i have a hard time making a living due to my credit.

I purchased a car over the weekend. I did the loan, signed all papers and left the dealer with a car. On Monday when i got a call from the WF Dealer they told me that they "know" and "assume" that my daughter is going to drive the car and that they can not do the loan anymore. No where does it state that, no where does any other name appear, but yet they refused the loan. I have asked and spoken to Telli who insisted that she knew my car was going to be driven by someone else. I have explained that I BOUGHT THE CAR, I WILL MAKE THE PAYMENTS AND I'M SOLELY RESPONSIBLE. I have no received any formal letter or calls other than the dealership itself telling me that they will give me another loan with an increase of 5% interest, higher payment and no other explanation what so ever.

I was looking to refinance my Home, I have banked at Wells Fargo for about 30 years. I inquired at a couple different banking institutions, Wells Fargo insisted on getting the Appraisal Fee up front, Well we went with another Bank that offered a much lower rate, called Wells Fargo and informed them that I would not be going with a different bank, The loan officer Brian was rude and said it would take 4 weeks to reverse the charge for the appraisal fee and this was standard. I have called my local branch, the loan officer Brian (called and email several times), called and left numerous messages with his boss ( Dillon Long) and I have yet to get a call back. This customer service is why they lost the refinance, that and 30 years and a credit rating of 805 should have rated a lot better refinance.

I am a new customer and opened 5 accounts with Wells Fargo last week. I went to make my first paycheck deposit at the ATM on a Thursday (8-4-16). Come to find out they have placed a hold on my paycheck until (8-15-16) That is almost two weeks with no income. They did however put a small portion in my account which wont even cover my daycare bill. I have no money to get groceries and will be late on several of my bills including my truck payment. I value my credit and praise myself for always paying my bills on time or even early and now I am going to be late on several. I am not happy about the customer care or service due to no body would help me in trying to remove the hold and all they could tell me was that since it was a new account that is why there was a hold on the check. Now I should add my husband has made four deposits since last week in his account and all of his checks have cleared the bank either the same day or the following with no problem. We opened our account on the same day and time. That I find funny since it is stated that the hold is because it is a new account. Way to go Wells Fargo that is how you show your new customers your awesome customer care and welcome them to your company by not giving them their money. Looks like you will be losing me as a customer cause I am not staying with someone who holds my money on the first deposit. I hope that other people reading this thinks about it to and closes their accounts as well. Very poor customer service and would not recommend to anyone.

My wallet was stolen and therefore need to replace cards for my 2 accounts. Due to the wallet being stolen I also do not have an official drivers license. I went to my local branch I have been doing business with for 13 years and was told due to not having the state issued drivers license they would not issue an insta debit card but they would allow me to get $100.00 cash out of the account. I would have to wait the 5 to 7 business days to receive a card in the mail. I'm sure everyone knows it takes a good 2 full weeks or more to receive the replacement and the one time $100.00 withdrawal they gave me won't last that long. I proceed to go back to the branch the next day to try and encourage them to give me the insta card for I happen to have a photo copy of my valid drivers license. It is a very clear photo copy yet they would not accept that except that either. The branch personal banker, Andrew Batiz had a superior attitude towards me the minute I sat down at his desk. I showed him my perfectly clear photo copy of my state ID and he refused it which I know is the direction his superiors say to take. I requested to speak to the branch manager and ended up with the assistant manager Dina Marrowquin. She just restated the same thing he did. I brought to their attention the bank has set precedence by giving me an insta card once before when this happened. She still refused and stated to me "You don't know how much fraud we see everyday" Now I feel as if I am being accused of trying to commit fraud. Very disappointed with the branch customer service I proceed to call the customer service phone number. I explain the situation and was elevated to the top level of customer care and there at least I received some help. They are expediting the shipping of my new card I will have it in 2 days instead of 2 weeks. I am very please with the customer care service I received by Dee. However, the South Pasadena CA. branch located at 1000 Fair Oaks is the absolute worst for customer care, I have been in retail customer service myself and have a very clear understanding what is expected to help customers feel valued. Wells Fargo makes customers needing help feel like criminals. I will be removing all my accounts from this establishment unless I receive an apology from the Assistant branch manager.

In May 2016 we closed escrow with Wells Fargo Bank, escrow #[protected]
and were due a $125.00 refund from overcharge on Appraisal. The Loan
officer sent me an e-mail stating the refund would be sent and as of this
date we have not received the money, they also never return my call about
what followup is being taken to get us the money. They sympathize with
us about the delay but do not followup to let us know when we can expect
the money to arrive. The Manager I have left messages with and has never
called us back is Steve Franklin at [protected] (I.D. #459624) and the woman I have spoke to that keeps saying she doesn't understand the delay is Shelly McWilliams at [protected] x7544, Wells Fargo Bank in
Calf. We just want our refund and move forward.
Regards, Sandra and Bruce Ebelherr
8350 Vineyard Dr, Paso Robles, Ca 93446
[protected]

I paid my credit card payment with bill pay at wells fargo to merric bank for 50.00 and Josh Oneail at Wells Fargo bragged about making me struggle and I want be paid 200.00 cash in sevice charge for interest and actual pay out and time of thought and struggle. I heard about them laughing about stelling and trying to dive me insane because of my race and my ex marital statious.Rumore has it there draining because of a arine queen and I cant afford a queen this year, Im disabled and I am struggling and I need mercy this very time.
Thank You for filling for me
Connie Lee Woods
Phone number [protected]

To whom it may concern,

On June 30, 2016, I had one of the worst customer service experiences today at a Wells Fargo location in Austin, TX. The address of this particular bank is 2028 E Ben White Blvd.

I arrived at the bank around 11:05 or 11:10 (if memory serves me correctly). I added my name to the list of people requesting to see a personal banker before making a withdrawal up at the front with a teller. The teller was extremely helpful and efficient. When she asked if she could assist me with anything else, I told her I needed to speak with someone about my savings account. She asked if I had put my name on the list, to which I responded with a yes, and she told me someone would be with me shortly.

There were only 1 or 2 names before mine on the list. The lobby was under construction, so I milled about for a few minutes. Then, I waited in the doorway between the bank and the building's lobby for a few minutes as well. There were 2 parties waiting out in the chairs of the lobby of the building. When they were called back, I went and sat in the vacant chairs. I kept an eye on the 2 personal bankers at their desks to ensure I didn't miss my name being called.

The lady who seemed to be the manager was greeting people as they walked in, about 3 feet away from where I was sitting. I made eye contact with her multiple times. Time passed. After about 20 minutes, I began to get impatient. I got up, went into the bank's lobby and made a point to check the list to see if my name had mistakenly been crossed off. The manager was right behind me as I did this.

There was a female personal banker who appeared to have no client in her office and was making small talk with the manager as I was sitting a few feet away, clearly looking for someone to help me. More time passed. A man came in and the manager quickly went over and asked if all his needs had been met. And continued to ignore me. More time passed. Finally, the male banker had finished up with the couple he was working with, and I was sure he would go to the list, call my name, and it would finally be my turn.

He got up, milled around the lobby, talked to the manager, and went back to his desk. The list was never looked at. I was never acknowledged or asked if I needed assistance. My name was never called.

A man entered the bank and wrote his name on the list. The male banker quickly jumped up, went over to him, and told him to come back to his desk so he could assist him. After I had been waiting for nearly forty minutes at this point, I was fed up and refused to wait any longer, be blatantly ignored by the manager, and come second to customers who had just arrived. I got up, scratched my name off the list (which apparently none of the bankers know how to use) and told the manager I could not wait any longer. She proceeded to tell me that she "didn't see me over there", which is hard to believe since we made eye contact many times, and she seemed to have no problem "seeing" customers leave and enter just a few feet from where I was sitting for almost an hour.

I've been with Wells Fargo for almost 7 years and I am normally very satisfied with their customer service. However, I felt incredibly disrespected by and irritated with my experience today. I highly doubt I will ever be returning to that branch again, as I can't afford to waste my time while management chooses to ignore waiting customers.

I know there is nothing you can really do about an upset customer. However, as someone who used to work in customer service, I would never want my customers to feel the way I do right now. I hope that branch and its manager learn how to treat all customers equally and ensure that no one has to wait for forty minutes without being helped (or at the least: acknowledged).