Renagerie

A friend of mine made several calls to Wells Fargo over the last week attempting to accomplish the simple task of closing a CD. The automated system did not provide any way to do this, so she was forced to talk to a human. It took at least three separate calls before the transaction actually took place, due to unspecified problems on their end, but it finally worked.

Shortly thereafter, she noticed that her account had a couple of $2 charges with a description like “Phone Support”. Eh? There was no mention that there would be a charge. In the end, she did get the charges removed, but is still shocked about the situation.

A quick google turned up this blog entry about the same issue: Wells Fargo charges two dollars to talk on the phone. « Tweblog – Toby Getsch

I also found the following at Wells Fargo’s Fees FAQ:

Wells Fargo offers free unlimited automated Touch-Tone Banking Service to all of our customers.

There is also no charge to speak with a Phone Banker for calls that cannot be handled by our automated service, including:

* Opening a new account/Change to a different account
* Reporting lost or stolen checks or ATM cards
* Change of address/phone number
* Changing your password
* Stop Payments
* Direct Deposit Advance
* Photocopy request
* Check orders
* ATM/Check Card claims

A $2 fee may apply when you call 1-800-TO-WELLS (1-800-869-3557) and choose to speak with a Phone Banker when your request could have been handled by our automated service. We waive the fee if you maintain a minimum daily balance in your consumer checking account. Please refer to your Fee and Information Schedule for details.