It's easy for us to tell you how great the new Wells Fargo will be once we're fully integrated. In doing so, we can lean on some amazing statistics, like over 280,000 team members committed to ensuring you get the best service ever, fee-free access at more than 12,000 ATMs and the country's largest branch network with more than 6,600 bank stores. But it's another thing to actually show you. And I think stories like the one below — about how team members from Wells Fargo and Wachovia are already taking advantage of the merger — really help bring our "One Team, Twice as Strong" slogan to life.
Across the company, team members from both Wells Fargo and Wachovia are already discovering the benefits of working together to better serve you, our customers.
Take Phoenix-based Sheila Chacon, for example.
The operations manager, who works in a Wells Fargo commercial loan operations center, was tying up a closing that — if left undone — would subject the customers to some hefty pre-payment penalties.
There was one hold-up: The customers were 2,200 miles away in Winter Haven, Fla., with no Wells Fargo banking store nearby.
"It was imperative to close that day," Chacon recalled. "Our customers had an urgent need to sign documents and overnight them to our location so we could disburse payoffs to prevent penalties."
Chacon noticed there was a Wachovia financial center near the customer's location and reached out to financial specialist Dwight Faulknor at the Havendale Boulevard store in Winter Haven.
"I received a call from Sheila about 3:30 in the afternoon, explaining her situation," said Faulknor. "I told her I'd be happy to help! The problem was we normally close at 4:00pm, and the documents weren't prepared yet."
When Chacon realized the file likely wouldn't be available until 5:30pm Eastern Time, she offered to find another option.
"But Dwight wasn't going to let it go," she explained. "He just said, 'No problem,' and fully supported the effort. He felt it was important enough to stay until he facilitated the closing, even if it meant staying at work well beyond his normal workday...."
Once the documents were available, the file was so large that Faulknor had to run two printers simultaneously. Meanwhile, he was on the phone with various delivery companies to ensure someone would be available after hours to pick up the documents.
Faulknor sought out teller manager Carrie Perry, who also stayed on hand to notarize the documents and remain with the borrowers awaiting the pickup....
The customers — a married couple who recently moved to Florida from New York — had refinanced the mortgage on their business and were thankful for our joint team's efforts to push the closing through.
"They were so appreciative that both Sheila and Dwight were able to accommodate their down-to-the-wire transaction," said Financial Center manager Kimberly Shallow. "Dwight's not one to put himself in the spotlight, but he's always willing to do what he needs to doto make customers happy."
Faulknor said his two years at Wachovia have instilled in him the importance of customer service. "The way we handled this situation is very consistent with the Wachovia way and what customers have come to expect from us," he declared. "It's why we are now in our eighth consecutive year as No. 1 in customer satisfaction."
Chacon confessed she shares the details of this partnership every opportunity she gets.
"I've communicated this story about 100 times to my team and coworkers," she said. "I'll say 'Let me give you an example of good service. Let me tell you a Wachovia story.' We all know we could learn from this how to handle a similar situation and the type of support you can provide to customers and teammates."
Steve Boehm, part of Pat Callahan's merger management team, said the interaction between Chacon and Faulknor is a fitting illustration of the combined company's message.
"This is one instance where team members spanned distance and time zones to put customers first and help them succeed financially," Boehm observed. "There are numerous team members nationwide from Wells Fargo and Wachovia coming together to do just that. It's further proof that we'll be able to provide our customers with even more convenience, value and service than they've ever had before."
Chacon agrees. "I couldn't have said it better myself," she added. "We've just doubled our value with this merger between our two companies. Clearly, we're not going anywhere but up from here. We are certainly in a good place, if all our Wachovia partners are even remotely as dedicated as Dwight."
What about you? Can you tell us about how our teams have worked together to help you succeed? We'd love to hear from you!
I moved to Lubbock, TX in late 2008 from Amarillo, TX, where my Wachovia account exists; however, there are no Wachovia branches in Lubbock, but plenty of Wells Fargo branches. Last February, I had to dispute an unauthorized transaction and needed to fax the documnet to Wachovia Headquarters. I downloaded the form I needed to fill out, and the Wells Fargo branch inside Market Street United on 50th and Indiana graciously faxed my document free of charge with no complications. Thank you Wells Fargo!
I just moved to FL from ID. I've been a Wells Fargo customer since Norwest took over out of SD. My problem is that since no Wachovia will take a deposit in house I've been forced to make wire transfers. Incredibily slow and costly delays as I'm burning thru thousands of dollars in the move. I also have an account Addison Ave which is a credit union for HP employees. I can make e-deposits (scan), got any credit union, etc. I decided to wait since FL is converting in Jan to keep my account active until then. But I'm finding that its more of a hassle then its worth. My small credit union is more nimble and responsive that you guys...and you're costing me time and money. I'm not impressed and probably close my accounts with you.
this merger has taken forever and the employees have been given no information except we will let you know...we will let you know....tell your customers to keep going where they are going....this is the slowest merger to ever take place.
@liars. The company has been merged for less than 6 months. You are pretty ignorant if you think that they just flip a switch, and the companies are merged and systems are integrated. The First Union/Wachovia integration took about 3 years, so I hardly think this is "the slowest merger to ever take place." Would you rather things get rushed and your account be screwed up?
I have 5 accts with Wells Fargo, since 1995. Moved to Maimi two years ago and no Wells Fargo here except WF Mortgage. We've opened three more accts at another bank waiting for this merger to take place. Now it seems that may be a while.
On top of that issue the $35 WF overdraft fee, repetitively posted, to my accts while allowing more transactions to occur was/is outrageous as a business practice in today's depressed economic marketplace. Diabolical and yet still tinged with evil, plus the added benefit of profit from everyday customers who struggle to meet expenses while still managing to pay for your bailout. It's shameful and I believe President Obama can/will deliver much needed change to the banking industry.
I remember the $5 five-minute wait reward Wells Fargo offered once. You'll never see that in Miami/Doral Wachovia, there is always a 15-20 wait to see a teller. Not convenient at all.
I'd ask for fairness and convenience for long-term, reliable customers like me with a businesses to run.