Wells Fargo Just Used Social Engagement to Aid in My Engagement
On July 15, I became a pretty lucky fella. I asked my girlfriend if she’d spend the rest of her life with me and for reasons unknown, she agreed to the deal. Photographic proof below:
Leading up to the engagement, there were a few things that really stressed me out. I was born and raised in the South, so I had to have the big conversation with the lady friend’s father (who happens to be a Russian named Vladimir). The other big moment was picking out the ring.
I purchased my ring from a retailer and followed the advice of my parents to go the financing route to build up credit. It was a good deal, so I agreed. Financing was run through Wells Fargo. I applied and was swiftly accepted. I was told that I would receive information on how to set up online payments and other details within 30 days. Around 45 days after purchase, I began to get a little worried when I hadn’t received anything from the bank.
I called Wells Fargo multiple times over the course of three days and never really spoke to the right person. During the final call, I was finally pointed to the right person. It turned out that somewhere along the way, my address did not include my apartment number (which was clearly written on the application). I was charged two late fees along the way. The associate on the phone was nice but not very reassuring when updating my address. They also did not give me a guarantee on whether or not I would be receiving future statements. The associate didn’t even tell me how to set up online payments or if my late fee was waived.
After a pretty heated conversation, I hopped on Twitter. I threw down a few Twitter bombs (pictured below) and within an hour received a response from the Wells Fargo team.
We exchanged messages back in forth through DMs and I was assured that my information would be forwarded “to the proper party”. The reason I use quotes is because I am a Community Manager. I know that even when issues get forwarded “to the proper party” things fall through cracks, “the proper party” may not have an answer, “the proper party” may be on vacation, etc. I held my judgement.
Within 48 hours I received a phone call from a service member referencing my Twitter conversation. The gentleman was kind and reassured me everything was taken care of. He gave me exact dates of when I would be receiving statements and validated that all late fees were taken care of.
Wells Fargo showed a cohesive, social response strategy. In fact, their social customer service far outweighed their traditional. I loved how I was able to communicate with them through multiple channels and still receive the same experience.
Keep in mind though, social shouldn’t be the last place to go for customer service. I should have received some sort of notification beforehand and I shouldn’t have been the one hunting down a company for payment.
So, yeah, I’m engaged and was recently engaged by Wells Fargo’s social team.