Wells Fargo recently “improved” their “user interface” for on-line banking...and, like so many over-sized organizations, they didn’t bother to emulate good models, or to ask their customers what they want/need. And, to make sure they “stay within budget” they committed the one blunder that reputable companies have learned to avoid: Instead of creating one website with three ways of information representation (via full-screen computer, tablet, or cellphone), Wells has taken the “tried and failed” approach of one website appearance that is equally unsuitable for all. In the past month, I’ve spent over 30 hours trying to “fix” my accounts, and automatic payments, and STILL have accumulated four “late payment” charges (which I was successfully able to get reversed; other companies sympathize with us over the Wells Fargo “new and improved” disaster).
The Wells Fargo “Support Community” website is rife with complaints, and there’s one poor soul on the WF side, trying to appease people with platitudes. Clearly, Wells Fargo is taking a “We Don’t Give a DAMN!” attitude toward their customers.
So, I have two questions:
1. Who are you HAPPY with as a bank with a decent on-line banking system the provides the kinds of Internet services we’ve come to respect, because they’re built by people who CARE about customer experience? Are there any? And, are there any “on-line only” banks that are worthy of consideration? (I find that—in my back yard—smaller banks have held onto ancient systems that no longer are suited to the modern array of technology options, and in rural America, large banks don’t have much of a presence in our community of 10,000 because its’ just not worth their effort.)
2. If you’re a Wells Fargo customer, and you’re as unhappy with their arbitrary redesign-without-purpose, what options do we have (besides moving accounts, which I’m already preparing for)? Can you participate in their “Support Community” to help build a customer-driven movement toward them actually providing at least the resemblance of something called “customer service?”