Wells Fargo Provides Update on Restoring Services for Customers
SAN FRANCISCO--(BUSINESS WIRE)--Feb 8, 2019--In response to system issues experienced on Feb. 7, Wells Fargo & Company (NYSE: WFC) is offering extended hours in branches and additional staffing in contact centers to service customers’ needs and address any concerns. All 5,500 Wells Fargo branches will extend their hours by one hour Friday, February 8 and Saturday, February 9 (for those branches that open on Saturdays). Customers are encouraged to contact Wells Fargo if they have any questions.
The system issues were caused by an automatic power shutdown at one of Wells Fargo’s main data-center facilities, triggered by a smoke condition created by routine maintenance activities in the building. In response to the power shutdown, applications were systematically re-routed to back-up data centers throughout the day yesterday. By end-of-day, most critical systems had been recovered, and Wells Fargo continues to restore services across all business and operational areas. Wells Fargo continues to see high call volume and online and mobile traffic. Team members are aggressively working to resolve customer issues. Any Wells Fargo fees incurred as a result of these issues will be reversed.
During the process to restore systems, some transactions, balances and payroll deposits were not visible in online banking or ATMs yesterday or earlier today. Even though they were not visible, the transactions were processed normally, and customers can use their accounts with confidence. This issue has now been corrected, and all transactions are visible. There may continue to be delays in mobile and online banking as customers check their balances.
“I apologize to our customers and team members for the inconvenience caused by yesterday’s system issues,” said Wells Fargo CEO and President Tim Sloan. “While we restored operations throughout the day and continue to address customer concerns, our recovery from these issues was not as rapid as we or our customers would have expected. We will review the system issues in detail, and do all we can to ensure that this type of disruption doesn’t happen again. Our dedicated team members stand ready to serve our customers in branches, 24 hours a day in our contact centers, and at offices across the country.”
Restoration of services continues, including:Wells Fargo ATM services have been restored and are available for customer use. Mobile and Online Banking systems are operational, but experiencing intermittent delays. Additionally, some features such as consumer credit card and mortgage balances are not available. We are in the process of restoring those features. Customers can use Wells Fargo credit and debit cards for purchases. Wells Fargo bank branches are operational. Our contact center systems are restored, but customers may experience longer than usual delays contacting Wells Fargo’s Phone Bank.
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,800 locations, 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 37 countries and territories to support customers who conduct business in the global economy. With approximately 259,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 26 on Fortune’s 2018 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
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SOURCE: Wells Fargo & Company
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PUB: 02/08/2019 03:13 PM/DISC: 02/08/2019 03:12 PM