Yesterday morning. Somehow, in trying to pay some bills online, I locked myself out of my online banking account. Wells Fargo requested I change my password (because they take the security of my information seriously - seriously). So after changing my password, I get a note that says my account has been temporarily suspended, so please call a phone number to access my online account. So I call - put on hold for 10 minutes. The gal on the other end (may have been the business end, but def not the smarter end) said because this was a special account, she couldn’t help me, she had to transfer me somewhere else. On hold for another 5 minutes. The next gal says she’s not the right person either, but changes my password to a 6 digit number and I get the same message (temporarily suspended, call a certain phone number, same as before). I get transferred again to a gal who says the reason I can’t get in is because I haven’t answered “security questions” on my account. She asks me (seriously), “How close am I to a Wells Fargo Branch?” So I’m angry now. I say, “I’m just trying to pay some bills online and now you want me to go into a branch? Honey, the only reason I am going to a branch now is to close this friggin’ account!” I ask to speak to a supervisor - she says I will have to hold. After an hour of this I hang up on her. I am fed up. I try to cool off. I call my banker husband who says he will try to help. I take several big breaths. I call the generic 800 number and I explain my tale of woe to the gal on the other end. She actually helps me. In spite of the fact I have no security questions, she ID’s me through my ATM card. After going through the six digit reset password thing (which doesn’t work again…) she ASKS me what browser I’m using (Microsoft Edge) - she suggests we try Google Chrome. One more six digit password exercise and I’M IN! We change my password and I can go down the road after over an hour. I patiently wait another couple minutes on hold to get her supervisor and tell him that not ony does this Customer Service Rep deserve a medal, she deserves a big raise. Fire everyone and hire everyone like her. To change my password, this took over an hour of my life I will never get back.


Moral of the story - don't forget your password - ever.