Adam Kalsey

This is the blog of Adam Kalsey. Unusual depth and complexity. Rich, full body with a hint of nutty earthiness.

Wells Fargo -- broken business processes

7 Sep 2006

When I picked up my temporary card from Wells Fargo, they told me that my wife couldn’t get a temporary one because she wasn’t cancelling an old card, just ordering a new one. No one could explain to me why this arbitrary restriction exists. The fact that she did cancel a card doesn’t matter; this new card isn’t being ordered in direct response to a cancellation, so no temporary card for her. Not that it matters, since we can only use the temporary card on Tuesdays in November following a heavy rain after a full moon. And then only if we’re wearing red. Or something.

Wells Fargo screwed up. They didn’t send a card when they were supposed to. They’re unable to provide a ready replacement, and the reason is they didn’t send the card when they were supposed to. Their mistake is triggering this bad business process and keeping me from my money.

And get this... when I picked up my temporary card, I got the same old song. It doesn’t appear that a card has been ordered. So let’s do that now. And it will take 7-10 days for the new one to arrive. That’s four times in a row this has happened to my wife. And now once for me. That’s right, they had no record that my card had been ordered either.

Oddly, however, when I called Wells Fargo tonight about the missing deposit, they were able to see repeated orders for new cards, followed by cancellations. So someone is lying. Or their systems are seriously in trouble. Either way, I don’t have a whole lot of confidence in my bank anymore.

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