Moving forward to make things right.
We are deeply committed to serving you and your financial needs. We know we did not live up to that commitment. We want you to know that we’re making things right and that we’re even more dedicated to serving you and making sure you know where you stand. There is nothing more important than for you to experience the very best from us. That’s why we’ve already taken action:
Putting your interests first: We have eliminated product sales goals for our Retail Banking team members who serve customers in our bank branches and call centers. This means that their focus will be on meeting your financial needs, not meeting sales goals.
Proactively communicating with you: We send a confirmation after you open a new consumer or small business checking, savings or credit card account so that you know what is happening and can tell us if anything we’ve confirmed is different than what you expected.
Full transparency: You can always see your eligible accounts any time when enrolled in Wells Fargo Online.®
Fixing what went wrong: We have provided full refunds to customers we have already identified and we’re broadening our scope of work to find customers we may have missed. If we have any doubt about whether one of your accounts was authorized, and any fees were incurred on that account, we will contact you and refund fees. If you have any concerns about your accounts or any aspect of your relationship with Wells Fargo, please come into a branch or call us on our dedicated hotline 24/7 at 1-877-924-8697. The trust you place in us means everything and we will work hard every day to earn it back.