Wells Fargo — incompetent banker and branch manager unable to transfer existing accounts onto trust account
Today, June 17th, 2017, My husband and I visited the Wells Fargo branch -- which is located on 27440 Hawthorne Blvd. Rolling Hills Estates, CA. -- to transfer our existing savings and checking accounts into a Family Trust Account. It was 12:26 p.m. and we were introduced to Mathew P. Songloke, ID#1600229. Mathew was clearly unaware of the whole process because he immediately called the Wells Fargo support team on the phone to assist him with the process. From 12:26 p.m. until 2:16 p.m. Mathew struggled with the process and constantly dismissed our comments regarding how and why the transfer might proceed more productively. After making 4 calls to the Wells Fargo support team, he was still unable to even put the Trust name in the computerized screen because he claimed that there was not even space in the screen box. As our frustration grew, at 2:16 p.m., finally the branch manager, Lawrence Abrams Jr., ID# 1180549 came to Mathew's aid. Unfortunately, Mr. Abrams not only failed to help Mathew with the process, but he also kept making excuses regarding why the glitch in the system prohibited Mathew from properly helping us. The glitch was due to the fact that Mathew had skipped a page that required our signature and therefore, he was no longer able to proceed! After 2 and a half hours, the branch manager suggested that since the application can not be done electronically, it should instead be done manually. They added that they are not allowed to do so, but since the support team has instructed them to do that at this point, it is okay now. Our efforts to cancel the whole thing and just return to our previous way of maintaining our accounts, failed because they said since some part of the application is now in the system, we can't go back! Lawrence Abrams Jr. and Mathew P. Songloke obviously did not know how to do their respective jobs. What made matters worse, was that neither one of them knew proper customer care and conflict resolution. They offered no apologies, they took no responsibilities, and they demonstrated that customer satisfaction was not significant to them or the bank they represented. Upon our extreme dissatisfaction and disappointment, Mr. Abrams indulged my request for filing a complaint, by throwing a "feedback matters" card at my direction.
We left the bank at 3:15 enraged, frustrated, and unable to complete the transfer as we were supposed to. 3 hours wasted!