Wells Fargo Credit Card Dispute

There are many reasons to call Wells Fargo's customer service number. Current customers might call to ask questions about their accounts or get help with online banking. Someone purchasing a home may want to know about the bank’s mortgage loans.

A consumer planning to open a new account may have questions about free checking or high-yield savings accounts. I called the Wells Fargo 800-390-0533 customer service number to find out if they offer a free checking account and if a free account requires a customer to maintain a specific balance.

An automated voice response system answered my call with a welcoming greeting, offered an option to hear the information in Spanish, and told me the call might be monitored.

Next, the system asked me to say my card number or enter it. I replied that I didn’t have a card number, and the voice said to hold and it would transfer me. However, before transferring my call, it said if I wanted written communication from Wells Fargo in compliance with the Americans with Disabilities Act, I should let a representative know. 

Next, the voice said, "Welcome to Wells Fargo Claims Assistance Center," which was not what I was seeking. Shortly after, a human answered, welcomed me to the Claims Assistance Center, and asked for my card number. When I told him why I was calling, he transferred me to what I thought would be a person I could speak to. However, an automated voice began talking and stated, “For account access or questions, say the account or card number or enter it." I could also say, “Other options,” which I did.

The automated voice gave me some options to choose from, including opening a new account, and when I made that choice, the voice said it would transfer me to a representative. While I waited, some music played briefly, and then, the voice returned, telling me if I wanted to open a new account to apply at WellsFargo.com or visit a local branch. It also said I could call a branch and make an appointment. After hearing that information, I heard a disconnect tone, meaning the system hung up.

This customer service line did not help me much because I wanted to speak to a customer service representative about the company's checking accounts. While I did have a temporary encounter with a human, this number was specifically for claims assistance.

I assumed I would speak to another person when the individual transferred me, but instead, my call went back to the automated voice. Ultimately, the automated system referred me to the website or branch for help.

In my opinion, I didn't need to spend over four minutes mostly listening to an automated system that, in the end, referred me to a website or branch. I think the system could have provided that information to me within seconds of answering the call.