Wells Fargo says problems are solved, but many customers still having issues

Banks’ customers take to Twitter to express frustration, offer helpful suggestions to other

The company said the power shutdown was not due to any cybersecurity attack, but rather smoke at one of its facilities.

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.”

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.

Helpful Wells Fargo customers posted tips and suggestions on social media for those experiencing problems.

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.

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