Wells Fargo says problems are solved, but many customers still having issues
Wells Fargo assured its customers Thursday night that ATM services were restored, and both online and mobile banking systems were working. That didn’t seem to be the case for some people, however.
Just after 9 a.m. EST on Thursday, the bank announced via Twitter there was an outage because of a “power shutdown at one of our facilities, initiated after smoke was detected following routine maintenance.”
» Wells Fargo reports outages to online, mobile banking apps
The problem, the bank said, “is a contained issue affecting one of our facilities, and not due to any cybersecurity event.”
We’re experiencing system issues due to a power shutdown at one of our facilities, initiated after smoke was detected following routine maintenance. We’re working to restore services as soon as possible. We apologize for the inconvenience.
— Wells Fargo (@WellsFargo) February 7, 2019
We’re experiencing system issues due to a power shutdown at one of our facilities, initiated after smoke was detected following routine maintenance. We’re working to restore services as soon as possible. We apologize for the inconvenience.
— Wells Fargo (@WellsFargo) February 7, 2019
The update, posted on wellsfargo.com stated:
• Wells Fargo ATM services have been restored and are available for customer use.
• Mobile and Online Banking systems are operational, with the exception of some features, such as consumer credit card and mortgage balances, that we are in the process of restoring.
• 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.
Customers checking their balances Friday morning, expecting to see their direct deposit paychecks reflected, were left unsettled when they weren’t showing up.
My direct deposit hasn't posted and I've been on hold for more than 30 minutes. Are others still having similar issues with @WellsFargo? #WellsFargo #WellsFargoDown
— Carmen Cusido (@carmencusido) February 8, 2019
Direct deposit always come early Friday mornings and all of the sudden I have no direct deposit money from my job today .... Wells Fargo stop playing because it has to be y'all
— im a princess (@_TallGirlsOnly) February 8, 2019
The app isn’t down anymore but my direct deposit usually goes through around 2am LA time and I still haven’t received anything
— 🍕Horchata Mami™️🍕 (@_horchatamami_) February 8, 2019
Helpful Wells Fargo customers posted tips and suggestions on social media for those experiencing problems.
If you didn’t get your direct deposit from @WellsFargo call 1 (800) 869-3557 it will tell your balance the money is there just not on the mobile app! #WellsFargo #wellsfargooutage #WellsFargodown
— The MC Family🏳️🌈 (@TheMCFamily1) February 8, 2019
A possible Wells Fargo direct deposit fix: I transferred money from my savings to my checkings account and it refreshed my online account. My direct deposit was there!! Someone else tried with a penny! #WellsFargo
— maria ☃️ (@spacephantoms) February 8, 2019
The app isn’t showing my direct deposit went through, but I called the number on the back of my card it’s saying the correct amount. So, if your app or online isn’t correct- try the number or the ATM.
— Sophie (@sophwelzant) February 8, 2019
This sucks, sorry whoever is effected by this
This is the second time in a week Wells Fargo has had to apologize to customers for an issue with online and mobile systems. On Feb. 1, some customers had trouble accessing their accounts for hours. The problem, the bank said via Twitter, was resolved around 5:30 p.m.
We apologize for the issue we had with our online banking and our mobile app. Our technical teams have resolved the issue. If you continue to experience issues please let us know.
— Wells Fargo (@Ask_WellsFargo) February 1, 2019
The website downdetector.com, which tracks service outages of companies, indicated Atlanta was one of the hotspots for Wells Fargo customer troubles on Thursday. Wells Fargo's problem happened the same day Atlanta-based SunTrust Banks announced it is merging with BB&T and moving its headquarters out of the city.
"Based in its namesake tower on Peachtree Street in downtown Atlanta, SunTrust is Georgia's largest bank and No. 1 in metro Atlanta in terms of deposits. It is second in total number of branches, with 154 offices as of June. The company has 21,000 employees nationwide, but declined to say how many in Georgia," The AJC's J. Scott Trubey reported.
» New details, reaction to SunTrust merger with BB&T
» SunTrust merger with BB&T means another bank HQ leaving for Charlotte
About the Author
Nancy Clanton is a lead producer for The AJC's platforms team, but also writes stories about health, travel, events and entertainment. A native of Knoxville and graduate of the University of Tennessee, she has worked at the AJC for 24 years.
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