Jump Start America > Home - A Return to Customer Service!

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Posted by: gbenton	9/9/2009 9:35 PM
As promised, I am returning to the subject of customer service. Another important part and necessity for customer service is to honor what you promise. I would doubt that anyone has never been let down or disappointed at sometime in their live. Especially if at a point of crossroads, because what someone had promised and failed to honor. I think that American society has lost some credibility by failing to live up to promises made to itself and to others in the world. Where has this value gone? The best example I can give is the following copy of a letter that I recently mailed off. I think you will find the letter serious and honest and a pretty good example of a company so far failing to honor what they promised. Feel free to comment with your own story. September4, 2009 Dear Wells Fargo Executive Office, I am writing to you in response to the frustrating and absurd process of trying to first refinance my mortgages into one, and latter trying to go through the process of the HAMP program. I have been a Wachovia customer for over a decade and have taken advantage of many financial programs from credit cards to home mortgages and lines of credit. My financial history with you has been almost nothing short of stellar, and I have made every effort to stay in contact with the correct departments during financial changes in my life. I believe that I have done more to contact you and assist you than has been done for me as a consumer. I find it disappointing and embarrassing for your company. For over the time period of one year I have tried to either refinance my two Wachovia mortgages into one, or have them modified. At least on 4 separate occasions I have had to send more paper work or had to start a new process with a new department. It was as if the rules for modification changed in the middle of the application time table. I have spent well over 40 hours on the phone, lost numerous hours of work production due to your inefficiencies and lack of due process. You can blame the Federal Government all you want, but the lack of concern and effort for me as a consumer overshadows any slow down the Federal Changes may have caused. If it was not for the fact that I have 5 children to look after, I would walk away from all my financial obligations to Wachovia, and since Wells Fargo has absorbed them, they will be left with the bad assets on their balance sheets. I would, however, continue to make my payments to any other companies, considering that they have been more than helpful, and have gone above and beyond to help their customers. I will continue to make my payments, since unlike some companies, I have standards, and good morals. I would really hope that I could receive a response from someone within your organization that can actually do something to assist me, and not from someone who just is a pawn in your quicksand process. I do have a personal website that fortunately for me gets hits from not only within the U.S., but also from around the world. My intentions are to post both this letter I am writing to you and any response that you may have to it. After reading this letter, it will be your decision entirely to prove that Wells Fargo and Wachovia are sincere and honorary in your commitment to provide the best service in the industry. I believe that many of the visitors to my sight will be waiting for your response as well. Sincerely, Greg Benton Cc: Clark Howard-Channel 2 Action News John G. Stumpf-Wells Fargo President and CEO Consumer Response Center-Federal Trade Commission

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