Public Mediation

Wells Fargo Bank-Dispute-#5956826

R. M. vs. Wells Fargo (Headquarters)
420 Montgomery St, San Francisco, California, 94104-1207, United States
Amount Involved: Other terms
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Statement of Claim
Complaints Involved (11) - View
Claimant says:
"This complaint is in reference to the location inside of Tom Thumb at:

6333 Mockingbird Lane
Dallas, Tx
75214

I initially signed up with a staff who is no longer employed at this location. They seem to have a constant turn over as far as their staff is concerned.

Initially, when I established my business accounts at this location I thought this would be great. I was a new business owner and met the branch manager who is named LaPrie Townsend. I had to find out the hard way about certain fees that applied which resulted in NSF charges which he reversed after explaining to me why they happened. Than more fees occurred which then resulted in the same outcome. I thought this to be a very nice customer service gesture at the time.

One day he heard me saying how inconvenient it was traveling across DFW to collect money for my business. He then informed me of merchant services that Wells Fargo offered. I ended up with a wireless device that he explained was portable and able to take payments over the phone. He also told me the ONLY FEES I would encounter was the percentage of whatever the type of card was being used would be. I thought this was a great idea and so I signed up for merchant services. I processed my first payment from a client for a small amount to see how it worked. The money went straight into my account and I was then charged and outrageous fee which he said after I approached him about it "would work itself out." Well, it did work itself out on a continuous basis in my account every month when I would go in to ask him about he was busy or doing something else. After a month I finally got in touch with him and he said to contact a gentleman named Timothy Williams who was in charge of merchant services. I had initial contact with him when setting up my account but I had not met him...only through emails and telephone could I reach him. I first contacted him on 6/21/2012 through email about these charges which over time had continued to hit my account. I even went into the branch yet again after two months where I was met by yet another staff and a woman by the name of Stephanie Stafford greeted me. She told me LaPrie was on the phone and I said I would wait. Then LaPrie went to the back room and I was informed he was still on the phone. I told her I wouldn't mind waiting for him. She then said he would be a while and asked me if there was anything she could do to help. I was showing her these charges which she then informed me were due to merchant services. Before any of this occurred though I had made mention of wanting renter's insurance for our new house my fiancee and I are renting to own. That seemed to be her only concern which I had made clear was not going to do until I had resolved this issue. She continued to press me for enrolling right there on the spot and I informed her that when LaPrie called me to get this resolved I would come back and enroll. Well I never saw LaPrie or received a phone call from him.....EVER! However I did receive phone calls from Stephanie Stafford calling in regards to my inquiry about renter's insurance. After having a very bad taste from that whole experience I decided to try and email Tim again since LaPrie was impossible to get a hold of now. Emails have piled up over three months trying to get this resolved until I finally had enough and went to a different branch at the Tom Thumb store located off Lovers Lane to get it resolved. There were charges which were reversed and needed the NSF fees cleared...two of the to be exact for a whole new issue and they said they had to call LaPrie about them. LaPrie told the staff member at the new location he was gong to reverse the fees and that this would be the last time. This was the first time I had brought anything to anyones attention about it. I thought this was completely distasteful and made my blood boil. I gave him the benefit of the doubt and waited for him to clear the charges which never occurred. SOOO...I found out today I signed up for a three year contract with LaPrie for merchant services and there are plenty of fees to go along with it. So between Timothy and LaPrie I got the runaround for three months which took me two and half hours almost to understand and fix what could be fixed. I've not canceled my accounts yet thanks to the Branch Manager at the new location but I would highly advise to stay the heck away from LaPrie Townsend and his branch!!!!"
...
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What Claimant Wants Hide
Just make me happy!
Claimant invites Wells Fargo (Headquarters) to make a fair offer.
1. Other – Pay for claim posting cost Sep 21, 2012 $7.95
Cash total : TBD
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Respondent's Counteroffer

There has been no response to this claim from Wells Fargo (Headquarters). This claim will remain posted until resolved
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  • Comment: by Nicole Turchiano — Online mediator
    • On: 11-13-2012
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  • Before I had completely read through the argument at hand, I was more in favor of the claimant, seeing as we all know how technically any bank will give you the run-around if it comes to some sort of profit. But after reading through the whole complaint, I was a little confused by the complete contradiction in your argument. At first it was the turnover rate of employees, which in no way affected you other than opening your account. The actual problem was the misinformation of the fees, a lot of times these fees are in the fine print of an account agreement and no one tends to pay much attention, there was also the problem of the run-around and no communication. From experience, any kind of large chain has a bad habit of lacking the communitive skills with their customers. But, from what you have stated, the problem was resolved, even though it took you such a long time for that to be handled. In the end, what you wanted was done, and as I said earlier a contradiction. If I would have had THAT many isssues with a bank/business I would have cancelled my accounts and chose to go somewhere that I could deem a reliable place to handle my accounts.
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