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6.4

Overall Score

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Camille.H. Buena Park, CA

May 25, 2023, at 1:30 p.m. was the first time I entered a Wells Fargo branch since 2020. At my visit to branch #72437-20 in Anaheim, CA, I found out that my ATM card was expired, I requested from the employee at the window to order my replacement card. The employee requested help from the BRANCH MANAGER, who, after looking at my account, told me that he cannot order the ATM card from his computer and that in order for me to order a new card, I MUST MAKE AN APPOINTMENT AND SIT WITH A BANKER. He then proceeded to tell me that no appointments are available soon, but he can put me on a waiting list and get me to meet a banker faster than making an appointment. which I found it ODD because i have been with Wells Fargo for more than 35 years. Usually, they want you to sit with a banker to try to convince you to open more accounts that you do not need and to make investments that profit the bankers. I WANT TO KNOW: 1- WHY DID THE MANAGER AT THE BRANCH TELL ME THAT I NEEDED AN APPOINTMENT TO SIT WITH A BANKER JUST TO RENEW MY TELLER MACHINE CARD? It must be a hidden reason that benefits the banker. 2- DOES THIS MANAGER THINK I AM STUPID TO TELL ME THAT HE CANNOT RENEW MY ATM CARD ON HIS COMPUTER? 3- HOW COME WHEN I WENT OUTSIDE OF THE BRANCH AND CALLED CUSTOMER SERVICE, THE CUSTOMER SERVICE RENEWED MY ATM CARD IN 30 SECOND PHONE CALL? 4- WHY DOES THE MANAGER OF THE BRANCH HAVE NO EXPERIENCE AND NOT KNOW HOW TO RENEW AN ATMCARD? 5- IS WELLS FARGO HIRING MANAGERS FOR THE BRANCHES WITH NO EXPERIENCE SIMILAR TO THE ONE WHO JUST ANSWERED MY COMPLAINT AND THE ONE WHO TOLD ME HE CANNOT RENEW MY ATM CARD ON HIS COMPUTER? 6- WHY IS WELLS FARGO REFUSING TO INVESTIGATE THIS POSSIBLE MISCONDUCT? I am not getting answers to my questions because Wells Fargo contracted the customer service to a 3rd party company called ENTERPRISE COMPLAINTS MANAGEMENT OFFICE (ECMO). This company ECMO employees are without any banking experience to resolve the customer's issues, Those employees are labeled ECMOs.Working from the comfort of their homes without any supervision and not under the Wells fargo management they are independent contractors. The ECMOs working from the comfort of their home Refused to address my complaint properly and they switch the case from a complaint against the MANAGER to a complaint against the window teller which I am not complaining about. Those Employees of the contractors ECMO, refused to forward my complaint to a REAL Wells Fargo manager, and refused to investigate. I was told in writing by the Wells Fargo's contractors ECMOs that Wells Fargo has no email or website for online complaints and has no managers or supervisors. For that, Customers like me find no REAL Wells Fargo site to complain but here.

1 year ago Edited August 29, 2023

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Lisa E Leominster, MA

We had to be on them and on them and on them and they still didn't have escrow right at the end but we went with it just to get it done because we were coming up on the end of the 90 day rate lock and no one seemed to care. At all. Brandon R is absolutely awful. Don't even bother if you get him as a loan officer. Worse than useless. I had to do all of the leg work including finding the phone number and names of the title company officers that he selected because he couldn't be bothered. Zero follow up. Lots of talk about how everyone was on a "team". Give me a break.

2 years ago

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Merrie Jones Peachtree City, GA

Wells Fargo is by far the worse mortgage company I have ever dealt with. We applied for a mortgage on May 25 and could never get it closed. By September 10 we were so sick of dealing with them, we finally went with another lender. The new lender got done in seven (yes, 7) days what WF could not do in almost 4 months. WF asked for the same documents repeatedly. They asked for documents on Friday at 4:50 and our loan was scheduled to close that following Monday. WF sent us a commitment letter dated August 20 that had an expiration date of August 15. Our first loan processor was so unresponsive we were assigned to another after one month. From the beginning, we made sure our new processor knew the schedule of selling our home and the purchase of the new home. We already had a closing date set, which was not met. In the end, we incurred expenses totaling almost $3,000 due to WF's inability to honor own mortgage request. We asked for reimbursement for these expenses and WF refused. This story goes on and on and on. I had been a customer of WF for almost 40 years, my husband, as well. We have considerable assets, stellar credit scores, no late payments ever, no bounced checks and this is how we were treated. I am in the process of closing all accounts with WF and will never do business with them again. I wish I could give them less than one star. Please think again if you're considering Wells Fargo, they are worse than awful!

3 years ago

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Cayleb Blais Smithfield, UT

I love Wells Fargo because I have never had a bad experience there. Everyone is always smiling and positive, and they are so willing to help in any way you need them to.

3 years ago

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Hunter Scott

Recasting Mortgage. Had to wait a long time (60+ minutes) on hold, due to Covid. Once answered, the person was knowledgeable. Got the information requested. Received packet in mail in a short time. All going well.

4 years ago

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Eric Mc Hampstead, NC

During a seemingly easy loan, multiple times Wells Fargo gave me little to NO notice of underwriting changes to my loan. These changes were after deposits would be lost and FORCED me to go along with changes. The main issue was "they" could not understand how I could commute to another state and they refused to make my loan a PRIMARY RESIDENCE.... thus making it a second home loan ( even though I live there). It forced my interest rate up, deposit up, and PMI up...... I would have lost $2500 if I backed out so I was stuck. I WAS BASICALLY EXTORTED FOR MORE MONEY FOR NO REASON. I am in the process of refinancing the loan with a credit union..... as a primary residence !!!!!! DONT USE WELLS FARGO !!!!! EVER !!!!!!!

4 years ago

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Dissatisfied Billy Pensacola, FL

I have been a Wells Fargo banking customer for many years. Last year, I was interested in purchasing in a new development on an island in the Chesapeake. As I was in the developers' office, a Wells Fargo mortgage rep who was there at the time introduced himself, and to make a long story short, wrote my mortgage, took my money, and smiled alot. Then I lost a new construction contract because my existing home didn't sell within the contingency period. No big deal, right? I got my money back from the developer, no problem. But Wells Fargo kept my $3400 for "lock-in and associated fees". The only thing I ever got back was a Dear Idiot letter from the Wells Fargo rep who explained why I would never see my money again. So fast forward a couple of mortgage applications later. Nobody has since charged me A SINGLE PENNY for an unexecuted closing on a mortgage except for unrecoup'able expenses like an appraisal or an inspection. And no one else including Nationstar and some local regional originators have asked me for $2700 to lock in a rate. Basically, Wells Fargo are pirates and if you choose to do business with them you are dealing with predatory criminals who will take you for whatever money they can shake out of your pockets.

5 years ago

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Mallie M Evans Buda, TX

The only reason I'm giving Wells Fargo a 1 star is because I cannot proceed through the rating site with no stars. The home mortgage section is HORRIBLE!!! No communication, lack of customer service and nobody can tell you anything even though they are looking at your file. We apply for a new mortgage (selling our home and trying to purchase another), filled out the paperwork, provide all documents, etc. We get initial contact from the mortgage section congratulating us on the preapproval (per letter) and the employee spoke to us about our loan and process only to get NO customer service from that time forward. We have left messages and e-mails only to get ZERO communication back. You should be ashamed to have people like this represent your organization. We have been loyal customers of Wells Fargo for over 15 years (banking / loans / financing of home and refinancing of home). Needless to say, we are going with a different lender and once all transactions are done we will be closing out all of our accounts with Wells Fargo and taking our money and business elsewhere. Your organization needs much improvement in providing customer service.

5 years ago

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KJ Queen Creek, AZ

We tried to refinance with Wells Fargo. Everything was fine and there were no issues along the way. Three days prior to closing I noticed online that PMI was on our loan. I asked the loan officer about this and he did not know why either. He eventually emailed me stating Wells Fargo did not accept the appraisal (by a 3rd party they hired) and arbitrarily lowered our home value by $60,000 and we were now required to have PMI. We were never told they didn't accept the appraisal and we were never told about the PMI. I honestly think they were trying to sneak it past us and hope we signed and didn't notice. There was nothing wrong with the original appraisal and the value was correct - a licensed appraiser completed it and had 5 comps to support the price. This just seems like more shady practices by Wells Fargo to hide fees from the customer. Even the loan officer stated he has never seen anything like this in the 7 years he's worked there. I don't see how this is legal. Everything was done correctly throughout the process and they arbitrarily change it to their benefit at the end without disclosing it to us??????

5 years ago

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Gary S Matthews, NC

My original mortgage was purchased by Wells Fargo 4 years ago and they have been a nightmare to deal with. First off, you get bombarded with offers to refinance, use their banking and sign up for credit card offers but offer nothing in the way of customer service once you are a customer. I requested a PMI evaluation, paid $200 for it and the entire process ended up being a sham. They failed to add 1200 sq ft of livabled and heated living space, a second kitchen and a 4rth bathroom to the appraisal and then reused to re-evaluate once I pointed the errors out in the original report. I called to complain and they could care less, but when I left a bad review on Google, all of a suydden a team of people were contacting me to try and smooth things out. What ajoke of a company.

5 years ago

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Don Los Angeles, CA

Seniors Beware Wells Fargo is a joke and don't waste your time. I have been with Wells Fargo for 25 years with significant deposits with 2 previous Home Mortgages. I never missed a payment, never bounced a check and was a very reliable customer. My wife and I found our dream home that we wished to settle in for the rest of our lives and only naturally went to "My Bank" to get a loan and hopefully treated well. In the start, everything looks so promising including favourable rates and loan fees. They accommodated me with a pre-approval (that turned out to be as good as 1 ply toilet paper). Then the loan process started and what looked to be a great online/loan officer system turned out to be as worthless as the 1 Ply! They do not care if you have built significant assets in your lifetime or been a dependable trusted customer for over 25 years. They tease you with rates, get you to spend $675 and then reject you because you don't make enough money. They don't care that you made money your whole life and have cash and assets to back it up. Stay away from this nightmare of a company that their CEO just stepped done because they stink at understanding their customer's needs.

5 years ago

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Thomas Hullinger Pleasant Grove, UT

Wells Fargo is a well respected bank that gave me the loan I needed, quickly and at a great rate. They are wonderful and I will be back for my next loan.

6 years ago

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Donna Tulare, CA

They are ok but in 16 years one late payment due to family illness,paid day after grace period.Was charged late fee of$46.00.I called to explain that I do online bill payment adn sent mortgage payment to a utility company in error.I am looking to refinance because this was plain old not nice of Wells Fargo to ding me when I am taking care of a family member with cancer and am very stressed.

6 years ago

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Neil Andrews Alpharetta, GA

At times of financial struggle, "experts" say to be proactive, to contact your lender and work with them. If you're with Wells Fargo, I wouldn't bother. They don't care about their customer. When I was laid off and our family lost 65% of the household income, I contacted WF to discuss my options. After 2 weeks, they offered to temporarily reduce my mortgage by just 2%. They also advised the impact to my credit so I declined their insulting terms and instead requested to stop paying my escrow. They laid out the terms and I met all of them yet they twice declined to remove the escrow, citing the 'repayment plan' that I had declined and had written confirmation that I declined. It took 4 weeks of arguing during an already very stressful financial situation. And only after I took to social media was any action taken. They have now removed the escrow (reducing my monthly expenses by $820 instead of the insulting $60 in their "repayment plan") but the experience has soured my relationship with them. Banks got govt help when they were in trouble but WF made it almost impossible for me when my family needed their help. I am now moving all my financial accounts, including my retirement assets, away from WF as quickly as I can. Wells Fargo has lost a 17 year customer because when I did everything proactively and sought their help, their service was horrible, uncaring and unhelpful. Goodbye WF.

6 years ago

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Laurie Trlak

Because I found them to be difficult to work with. Once when the 1st of the month fell on Labor Day weekend they called me because my payment wasn't in by the first. When I told the associate we had signed up for auto pay, and if the money hadnt been withdrawn on time it was their fault he hung up on me and didnt bother to apologize for the mix up. There wers other problems that we had with them but they were too many to list here.

6 years ago

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Terry W Fossum

They gave us the most competative rate and provided a seamless transition from construction loan to mortgage. They also provided us with rate breaks on car laons and student loans because we had our mortgage with them.

6 years ago

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Jim K

They are ok and I have no issues outside of the terrible fees. I do have issues with their advertising... sent me a pre-approved letter for an equity loan and actually applied to consolidate some debt. They declined my loan saying I was never really pre-approved. Now that all of the debt is paid, I am going to start shopping for a new bank.

6 years ago

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CLAIRE KAZLMAN Princeton, WV

I really enjoyed having our mortgage account with Wells Fargo. The website was very easy to navigate, and Wells Fargo had great customer service when it came to our mortgage loan.

2 years ago

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Chanita Carson Richardson, TX

We we very pleased with our Wells Fargo mortgage experience. They were always transparent and communicative about changes that occurred and very easy to understand. They responded to questions quickly and efficiently.

2 years ago

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margaret dickens Albuquerque, NM

The interest rate was good and competitive. The home mortgage banker and the other employees at the bank had an air of arrogance. She didn't provide that warm and welcoming reception but rather an unblinking and hardnosed approach like a super jock. It didn't make us feel very comfortable. We ended up taking our business to Bank of Albuquerque for a home mortgage.

2 years ago

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Germaine James Houston, TX

Wells Fargo has no maintenance fees for checking account. Great customer service. Offers low interest rates for loans. Lot of security features to protect accounts from predators.

2 years ago

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Rom Mendawi Los Angeles, CA

This is one of the best banks. I always have positive experiences with them. Good customer service, fast solving problems, good online options and more. I would highly recommend it.

3 years ago

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Mary Kate F Simpsonville, SC

Wells Fargo has always been an efficient and organized bank and I have yet to report an issue with them! They exemplify great customer service, provide an easy, hassle-free way of managing your mortgage and account, and protect your financial security with the utmost precaution. Overall, I am pleased with Wells Fargo and can only recommend them !

3 years ago

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Brian Elligson Winchester, KY

I've always had a good experience with Wells Fargo. They do the standard practice of buying and selling mortgages which can be a little confusing at times, but overall the process is user friendly. I've always had great chats with customer service and never found it difficult to get ahold of someone to talk to.

3 years ago

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Rogers Family Salt Lake City, UT

My mother and myself have accounts with Wells Fargo and we love them. There ATMS are everywhere and give multiple different amounts. Online banking is easy to use and our business is appreciated

3 years ago

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Peter Harmatuk Columbia, MD

Was a former mortgage customer for nearly 20 years. Never had any issues dealing with the company. Their website was easy to use and they serviced my mortgage and equity line of credit well.

3 years ago

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Tyler B Palos Verdes Estates, CA

I worked with a Wells Fargo mortgage banker for my wife and Is home purchase. Unfortunately during COVID-19 they changed their underwriting standards and left us scrambling to find a banker to buy our home. If you fit within their box, Wells offers competitive rates and good customer service.

3 years ago

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Eric Asare-budu Mechanicsville, VA

Wells Fargo serviced one of my Mortgages and they were really helpful. they communicated with me frequently about my loan with updates, changes. The website makes it very easy to make your payment and i will recommend them.

3 years ago

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Tracey Columbia, MD

Getting started with Wells Fargo mortgage is a cluster "u know what" but once u r finished its not bad. the only issue I have is I get paid weekly so I would like to pay half one week and half another week and they don't aloud it but other than that they have been great. They have definitely been very helpful with the covid stuff.

3 years ago

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A. Taylor Panama City, FL

I last used Wells Fargo mortgage services a few years ago. They were the most straight-forward and easy to use that I have ever had. Simple, reliable customer friendly servie at it's best.

4 years ago

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Kent Logan, UT

We recently refinanced our home to take advantage of historically low interest rates and Wells Fargo became our loan servicer. So far, everything has been smooth and straightforward after several months of mortgage payments.

4 years ago

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John Garcia Albuquerque, NM

I have been a Wells Fargo customer for about 30 years. I have about 9 different accounts with them. They have always treated me with respect and fairness. I would recommend to anyone.

4 years ago

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Andrew Hyde ,

I have only used Wells Fargo for one mortgage. They were unwilling to help me in a desperate time when I was laid off. I attempted to restructure my loan to prevent getting behind on payment until I could find work again. They would not even consider helping me until I was at least 6 months behind on payments. Then, the only help they offered was bankruptcy or turning over my home, both of which would have damaged my credit for years.

4 years ago

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Cynthia Putnam, CT

I absolutely love Wells Fargo. They have been better than any other mortgage company that we have had. They are there for you and customer service is awesome. I feel like they actually care about me as a customer.

4 years ago

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Dave_ Layton, UT

My mortgage is with Wells Fargo. They have provided good customer service to me. They fixed an error in the processing of my payments and have been great to work with when I call them.

4 years ago

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Jon Moreno Sandy, UT

We have had our mortgage and credit cards with Wells Fargo they have always been great to work with and their app is so easy to use to make sure payment are set up on time and properly!

4 years ago

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Jennifer Ogden, UT

I didn't really like the "Big Bank" feel with our mortgage through Wells Fargo. It always seemed like we were just another tiny part of the puzzle. I would have liked better customer service and rates more comparable to others I knew of at the time. The bright side was that the application process was very easy through a very highly skilled mortgage loan officer.

5 years ago

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Reese Pleasant Grove, UT

I have had a mortgage through Wells Fargo in the past and it was a great rate, easy to qualify and low closing costs. They are easy to keep track of and make payments to and the online capabilities is amazing.

5 years ago

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wayne sanders Valley Center, CA

we have previously used Wells Fargo and never had any issues. when we were with them all contracts were clearly explained and if we had any questions there was always someone who could answer it for us. it was nice to have a branch near by that we could go into if needed.

5 years ago

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Amanda Olsen Eagle Mountain, UT

Love working with Wells Fargo. Many services available to help with all financial needs. Competent and friendly staff to help you navigate the loan world along with making long term investment decisions.

5 years ago

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Laura Orem, UT

We have had a home loan with Wells Fargo Home Mortgage for over 17 years. Before that, we had another home loan with them for 10 years. We have been loyal customers. However, suddenly, they sold our mortgage to another mortgage provider. I know this can be a common practice, but it has caused some problems and after being with them for so long, it came as quite a surprise.

5 years ago

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Brody B Orem, UT

Great experience with Wells Fargo.Easy application, fast closing and low fees. Probably the best home loan experience I have ever had. Use Wells Fargo if you are looking for a home loan.

5 years ago

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Ann Bailey Lehi, UT

I have had several home loans through Wells Fargo. They were very easy to work with. They sold our loans quickly, but were pleased how quickly our paperwork went through to qualify.

5 years ago

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Kathy Jo Jorgensen Orem, UT

Great company to use for your mortgage. They have easy online bill pay. We had a slight mix up one month with our mortgage payment and one quick phone call later, everything was made right with no penalty.

5 years ago

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Kaitlyn G. Vienna, VA

Wells Fargo has managed our home loan for the past 3.5 years and we have had no issues. The process is simple and their monthly, quarterly and annual statements are easy to understand.

5 years ago

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Ella American Fork, UT

Wells Fargo is pretty great. Every time I've been, I have gotten excellent customer service. The people there are truly there to help meet your loan needs and do what they can in your best interest.

5 years ago

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Kristiane R Durfey Pleasant Grove, UT

I have been with Wells Fargo for about 15 years and they have been very good to work with. We have linked accounts for our children which makes it easy for us to transfer funds in between accounts. The home loan we had for a short time was at a competitive percentage rate and we were pleased with the process.

6 years ago

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Bob Conley Crestwood, KY

They have never sold my home loan. We pay our mortgage on-time with a little bit extra. We have not gotten much extra for that, but when we have had questions, they have been quick to respond.

6 years ago

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Raven Trujillo Gilbert, AZ

We have been with Wells Fargo for over 5 years and are happy with the service they provide. Their App is user friendly and makes making our mortgage payment and viewing our statements easy.

6 years ago

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Blake Olson Gilbert, AZ

We have had our home financed through Wells Fargo for the past 12 years. In 2012 we refinanced to a 15 yr loan. They handled the process smoothly without any issues. We haven't had any issues with Wells Fargo's service during this entire time and would recommend them to anyone buying or refinancing a home.

6 years ago