Branch hours expanded, increased staffing to support customers following system disruptions
SAN FRANCISCO--(BUSINESS WIRE)--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:
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Wells Fargo ATM services have been restored and are available for
customer use.
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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.
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Customers can use Wells Fargo credit and debit cards for purchases.
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Wells Fargo bank branches are operational.
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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.
