Tags: wells | fargo | outage | pay | accounts | access

Wells Fargo Customers: Outage Still Blocks Account, Pay Access

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Friday, 08 February 2019 02:10 PM

Wells Fargo customers said Friday they continued to experience trouble with accessing online or mobile banking as well as other banking services nationwide, a day after a fire at one of the bank's data centers.

The San Francisco-based bank said Friday most of the disrupted services have been restored, but both the bank's employees and its customers had trouble accessing information on their direct deposits earlier in the day. The bank said that issue has now been corrected, the Associated Press reported.

The bank will extend branch hours by one hour on Friday and Saturday to help customers deal with any issues they might have had during the outages, Wells Fargo said in a statement.

"While we restored operations throughout the day and continue to address customer concerns, our recovery from these issues was not as rapid as we or our customers would have expected," said Wells Fargo CEO and President Tim Sloan in a statement. "We will review the system issues in detail, and do all we can to ensure that this type of disruption doesn't happen again.

The problems started early Thursday when Wells Fargo said a smoke was reported at one of its data centers, which caused the bank to cut power automatically to the facility and reroute data through backup centers.

However, the transition did not go as planned and customers complained that they were unable to access online and mobile banking, and some reported they were unable or restricted in their ability to withdraw cash.

Frustrated bank customers took to social media to complain that their direct deposits weren't reflected in balances on the mobile app, according to CNBC.com and The Wall Street Journal.

Wells Fargo said in Twitter post that it was "a contained issue affecting one of our facilities, and not due to any cybersecurity event."

"As a result of the process to restore systems yesterday, some transactions and balances were not visible in online banking or ATMs" as of Friday morning, Wells Fargo said in a statement.

"The transactions were processed normally, and customers can use their accounts with confidence. This issue has now been corrected, and all transactions are now visible. We are experiencing higher than normal volumes so there still may be delays in online banking and contact center response times."

Some Wells Fargo employees were affected. "Some team members were not able to see the payroll deposits in their online banking accounts for a short period of time. Wells Fargo payroll was processed normally. This issue has now been corrected," the bank said in a separate statement.

Wells Fargo on Thursday blamed the technical issues on smoke, which was "detected following routine maintenance," the Associated Press reported.

It is unknown how many Wells Fargo customers have been impacted, but the fire at the unspecified location has caused reported outages to Wells Fargo's mobile banking app as well as its online banking portal.

Business news outlet CNBC reported that the incident happened at a data center in Minnesota at around 5 a.m. CST Thursday and was under control starting at 9 a.m.

Twitter complaints about Wells Fargo (WFC) being down were nationwide, particularly in the parts of the country where Wells has a large presence, like the South, California and the East Coast.

San Francisco-based Wells Fargo, the nation's third-largest bank, can't seem to catch a break when it comes to its customer service issues over the last few years. The bank has been plagued with scandals over its sales practices, attaching insurance contracts to auto loans that did not need it, and putting homes into foreclosure where it shouldn't have happened.

Wells Fargo stock (WFC) was down 59 cents, or 1.23 percent, at $47.49 late Friday.

© Copyright 2019 The Associated Press. All rights reserved. This material may not be published, broadcast, rewritten or redistributed.

   
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Wells Fargo customers said Friday they continued to experience trouble with accessing online or mobile banking as well as other banking services nationwide, a day after a fire at one of the bank's data centers.
wells, fargo, outage, pay, accounts, access
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2019-10-08
Friday, 08 February 2019 02:10 PM
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