Update

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.