Thursday, February 12, 2015


I received a call this afternoon from a Home Equity Executive Mortgage Specialist in the Customer Care and Recovery Group with Wells Fargo.

She explained that Wells Fargo had tried to fax the document two days ago but it wouldn't go through.

I spoke with our office manager who said our fax system does have a difficult time receiving faxes from certain fax machines.

When I asked why no one simply called or emailed the next day, I was told the policy is simply to mail the letter.

The Specialist has sent me the document through secure email and is sending a hard copy through Fed-Ex.

I sincerely appreciate the follow through this afternoon.

But really, let's just think for a minute about how this could have gone:

  • Customer calls on Feb. 5 requesting a document about their account
  • Wells Fargo asks for the request in writing
  • Customer submits request
  • Customer receives document no later than Feb. 6
  • Everybody is happy

Instead we had this:

  • Customer calls on Feb. 5 requesting a document about their account
  • Wells Fargo asks for request in writing via fax, and phone call later
  • Customer faxes request and calls on Feb. 10, assuming document would be ready
  • Customer told the requested document would be faxed to him within three days
  • Wells Fargo tries to fax document, but is unsuccessful
  • Customer reaches out to Wells Fargo on Feb. 11 suggesting there must be a better system than waiting three days for a fax - unaware that Wells Fargo had tried to fax him
  • Wells Fargo calls the afternoon of Feb. 12 to explain that they tried to fax, then sent the document in the mail, and now are sending a secure email and Fed-Exing the letter
  • Not sure how happy anybody is

Seriously, it's 2015 - there's got to be a better way to do this.

Comments and suggestions are welcome.

Wednesday, February 11, 2015

An Open Call To Help Our Friends At Wells Fargo

Do you ever have one of those situations where someone really needs some help, but they just don't know how to ask for it?

Sometimes it takes someone else noticing the issue and then getting everyone to help.

That's what I'm trying to do now - I'm asking for help on behalf of my friends at Wells Fargo.

You see, while most of us live in a world where we can gather information and get that information to others quickly and efficiently, it seems as though our friends at Wells Fargo are stuck using 1980s technology or methodologies.

I'm just asking them for a simple document about my account - I was told to fax the request in - that's right, fax, and that they should have my account updated the next day, then I would have to call to ask for the document.

At this point I was a little concerned for my friends at Wells Fargo, I mean, that seems like a rather tedious and time-consuming process, but I went with it.

But when I called to ask for them to send me the document, that's when I knew there was a real problem.

They told me it could take up to three days for them to fax me the document I asked for.

Three Days.



That's when I knew, it's time for us to come together and offer our friends at Wells Fargo some help.

So, I'm calling out to all IT professionals and efficiency experts and asking for your tips and recommendations.

You can leave them in the comments section and I'll forward them over to Wells Fargo.


Letter faxed to Wells Fargo

                                                                        Wednesday, February 11, 2015
                                                                        Charles K. Grant
                                                                        15 S. Dillwyn Road
                                                                        Newark, DE 19711
                                                                        P: 302-588-4151
                                                                        F: 302-XXX-XXXX

Wells Fargo
F: 866-238-6880

Friends at Wells Fargo,

I want to help you out.

Last week I called about getting documentation stating that there was a freeze on any possible loans or advances on my mortgage as we’re getting ready to refinance and that’s apparently one of the documents needed.

I was told to fax in the request, then call back to get the official document.

So, I faxed the request last Thursday and called yesterday to get the documentation sent to me.

I was told that could take three (3) days.

My friends at Wells Fargo, this is not good. You should be working with more efficient tools.

This is where I can help.

You see, I know how to do one thing kind of well – I can bring people together and help with projects.

So, here’s what I can do for you, my friends at Wells Fargo.

Tomorrow, Thursday, Feb. 12, 2015 – I will launch a web site that can be easily shared on all social media platforms encouraging IT experts, efficiency experts, and others to help come up with ways to better serve the Wells Fargo customers.

Think about it – within the three days that you’re taking to send me a simple document, we could have dozens, possibly even hundreds, of people contacting you to offer their insights and expertise so that you can better serve your customers.

I’ll check later today to see if any of the following urls might be available:

Please let me know if you have a preference or another suggestion.

Also, please let me know if you would like any responses sent somewhere other than the fax line, perhaps an email address or web portal – anything is possible.

If, however, you’re able to fax or email me the document I need today, then I will assume you’ve done your own research and might be on your way to using the tools available to operate more efficiently for your customers.

All of my contact information is listed above, I look forward to your response – if I don’t hear anything from you by 4:00 PM (EST) today, then I’ll assume you really do need my help and I’ll start setting up the website.

Working together, I’m confident we can do a lot to help Wells Fargo move into the 21st century when it comes to technology and efficiently helping your customers.


Charles K. Grant