Alice Doesn't Work at Wells Fargo Anymore

By
Real Estate Agent with Preferred Properties Key West

This is a true story. I feel compelled to tell my readers that what I write is real because there is so much on the internet and in broadcast media that is fake or framed in such a way as to make many people skeptical of what they read or see or even hear. I also know that people who claim to be real truth tellers can be liars. I am not one of them.

 

A few years ago I was having considerable difficulty in getting a real estate deal closed. The mortgage lender worked at Wells Fargo which had an office in Key West. I made several phone calls to the lender who I will refer to as "Alice".  She did not return my calls. Key West is a small town. I drove to the bank to see if I could find out where Alice was and when she would return. I entered the bank and saw Alice sitting behind behind the glass wall in her office.  She was quickly moving her mouse about while looking at her computer screen.  I used my cell phone to call her to announce my presence. She picked up the phone, looked at the caller ID, and put the phone back on her desk.  Undeterred, I went inside her office to discuss our deal. While I was not happy having been ignored, I had the upper hand with her. She knew I knew she had been bad. Very bad. I didn't raise a fuss. I got her to take care of business. End of story.

 

I never got over that. I never sent her any more business. A year ago or so I was discussing some real estate deal with a fellow agent. We have known each other for over twenty years. One thing led to another when he told me about the time he went to Wells Fargo to find out why Alice wasn't responding to his phone calls. He could see her at her desk looking at the computer. He called her from outside her office. He watched her not answer the phone. He said he tore into the office and gave her a piece of his mind. He never used Alice again.  

 

Bad conduct one time can be excused to some extent. Twice, it is a pattern.  Third time it is a management issue. I don't know if there was a third time. I do know that Alice doesn't work at Wells Fargo anymore.

 

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Florida Monroe County Key West
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Ambassador
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Jeff Dowler, CRS
Solutions Real Estate - Carlsbad, CA
The Southern California Relocation Dude

Gary:

This is someone who should have been out the door a while ago! I feel sorry fpr the next company that hired her!

Thankfully, I have a preferred lender who is fabulous - an amazing communicator, and someone I trust implicitly. She have proven who she is and how she operates multiple times.

Jeff

Jun 09, 2019 08:09 PM #22
Rainmaker
3,060,372
Kristin Johnston - REALTOR®
RE/MAX Realty Center - Waukesha, WI
Giving Back With Each Home Sold!

Great post!  I can see why Kathy included it in her list this week!

Jun 10, 2019 06:24 AM #23
Ambassador
1,907,412
Hannah Williams
Re/Max Eastern inc. - Philadelphia, PA
Expertise NE Philadelphia & Bucks 215-953-8818

Glad this was featured by everyone  Customer service is so important not only your present business but in any business you hope to get in the future 

Jun 10, 2019 07:55 AM #24
Rainmaker
1,218,679
Gene Mundt, IL/WI Mortgage Originator - FHA/VA/Conv/Jumbo/Portfolio/Refi
NMLS #216987, IL Lic. 031.0006220, WI Licensed. APMC NMLS #175656 - New Lenox, IL
708.921.6331 - 40+ yrs experience

Everyone has a time when they just can't pick up the phone.  As a LO, I understand the meaning of "triage" ... sometimes there IS a pecking order to importance of time and attention for files/issues. 

That said, I'm more inclined to be upset about the myriad of calls ignored prior to your physical visit to Alice.  AND ... why, if busy at the time, she didn't return a phone call later in the day to explain and assist you?  THAT is completely inexcusable and you have every right to be mad and never send business her way again.  This is a situation that, unfortunately, takes place all too often within today's transactions by way too many professionals whether LO, attorney, appraiser, agent, etc. ... it's an epidemic ...

Gene

 

Jun 10, 2019 11:19 AM #25
Rainmaker
573,867
Pat Starnes-Front Gate Realty
Front Gate Real Estate - Brandon, MS
601-991-2900 Office; 601-278-4513 Cell

Yikes! There isn't much to add to this story. The truth is, she could have worked for any number of companies who fail to provide the utmost in customer service.

Jun 10, 2019 01:53 PM #26
Rainmaker
615,192
Debra Leisek
Bay Realty,Inc Homer Alaska - Homer, AK

Reminds me of a Tom T Hall Song
Pay no attention to Alice....

Everyone hits the wall now and again... some crash and burn
some crash and learn.... Alice didnt make it

Jun 10, 2019 08:04 PM #27
Rainmaker
3,178,200
Endre Barath, Jr.
Berkshire Hathaway HomeServices - Beverly Hills, CA
Realtor - Los Angeles Home Sales 310.486.1002

Interesting story and unfortunately there are a lot of Alices even in the Real Estate Profession, I am waiting for three call backs and two emails...Endre

Jun 10, 2019 11:26 PM #28
Rainmaker
746,432
Nick Vandekar, 610-203-4543
Long & Foster Real Estate Inc 610-225-7400 - Devon, PA
Tredyffrin Easttown Realtor, Philly Main Line

As agents we learn very quickly who to trust and we notice quickly when their standards drop off. We need to be aware so as to protect our customers and clients.

Jun 11, 2019 04:52 AM #29
Rainmaker
743,724
Jill Sackler
Charles Rutenberg Realty Inc. 516-575-7500 - Long Beach, NY
LI South Shore Real Estate - Broker Associate

That's good that both of you were able to prove that Alice was getting but ignoring her phone calls.

Jun 11, 2019 08:45 AM #31
Rainmaker
379,523
Marney Kirk
Cummings & Co. Realtors - Towson, MD
Towson, Maryland Real Estate

How disappointing to learn someone is ignoring issues by not answering or returning calls. Good for you both for checking to find out what was happening. I am not surprised to hear she is no longer working there!

Jun 11, 2019 02:02 PM #32
Rainmaker
79,460
Jon Boyd
Home Buyer's Agent of Ann Arbor - Ann Arbor, MI
Ann Arbor Real Estate Buyers Agent

I'm with Gene Mundt on this. Every professional will have times in the day when they don't pick up a call. But for her to not call you back? No excuse for that.

We had a loan with a local bank right across the street from our office. Not a lender we recommend, but it is always the buyer's choice. When we had a purchase agrement signed the loan officer didn't call the buyer back. Didn't call our agent back either. We ended up walking over to the bank to find out the loan officer quit and nobody was picking up her phone calls. That is where I thought your story was going with Alice!

 

Jun 11, 2019 05:51 PM #33
Rainer
22,850
Corey Vandenberg
Platinum Home Mortgage - Lafayette, IN

I have seen people come to me for a refinance solely to get away from a certain lender. It is unfortunate that the big banks just don’t get it. They seem to have plenty of management to push goals and little management to actually train and better the environment in order to prosper and meet those goals...

Jun 11, 2019 06:41 PM #35
Rainmaker
1,513,585
Marte Cliff
Marte Cliff Copywriting - Priest River, ID
Your real estate writer

Many years ago, back when every long distance call cost money, I had a transaction where both buyer and seller were out of state. Since I had an 800 number, they both kept calling me to see if I had an update on how the buyer's loan was progressing.

In response, I kept calling the loan officer, who was at a bank in the next town. (Also long distance.) This went on for a couple of weeks. She would not answer the phone or return my calls, but she did call the buyer and say "Would you tell your damn realtor to get the hell off my back!"

Needless to say, I discouraged future buyers from using that bank.

Jun 11, 2019 08:27 PM #36
Rainmaker
1,462,552
Georgie Hunter R(S) 58089
Hawai'i Life Real Estate Brokers - Haiku, HI
Maui Real Estate sales and lifestyle info

That's a good story... too bad it's real though, and you had to go through it.

Jun 12, 2019 02:52 AM #37
Rainmaker
394,962
John Wiley
Right Move Real Estate Group- EXP Realty - Fort Myers, FL
Lee County, FL, ECO Broker, GRI, SRES,GREEN,PSA

Great story with a great message.

After reading, I looked at my list of vendors to see if "Alice" was on the list.

She was not listed: I had fired her.

Thanks for sharing.

Jun 12, 2019 07:43 AM #38
Rainer
32,471
Joan Beduze
Keller Williams Realty Acadiana - Lafayette, LA

Unfortunately, this type of behavior is pretty much the “norm”, for Wells Fargo- all the way to the TOP. I have had dealings with them from both the Buyer side, as well as trying to do short sales with them as Seller,( a nightmare). I have come to the conclusion that they are outright CRIMINALS, & should be shut down and persecuted to the fullest extent of the law. They do not care about the consumer, & that is very evident in the way they do business.

Jun 12, 2019 08:55 AM #39
Rainmaker
288,759
Jay Beckingham
Bank of England Mortgage - Delray Beach, FL
Seniors ROCK!

i'm old school (about some things). i do have two computers on my desk, and another screen, and my pad, and there's...my phone, when it rings i answer it whenever possible...that's 561-400-3981. if not i want to get back at you as soon as i can. that phone's my lifeblood, and you are my client. i'm happy when you call (even if it's about something difficult)...you're my client!

Jun 12, 2019 10:17 AM #40
Rainer
94,017
Brian DeYoung
Howard Hanna Real Estate Services - Ithaca, NY
Brian DeYoung

great story, and cautionary for us all,  except maybe Jay Beckingham

Jun 12, 2019 03:57 PM #41
Rainmaker
497,441
Mary Hutchison, SRES, ABR
Better Homes and Gardens Real Estate-Kansas City Homes - Kansas City, MO
Experienced Agent in Kansas City Metro area

I always tell buyers they will get much better service by using a local bank with local processors.  That has been my experience.  I have never had a deal close on time with a BOA or WF etc.  Not service oriented at all.

Jun 13, 2019 08:41 AM #42
Rainer
91,044
Patrick Willard
Rio Rancho, NM

Early on I worked for a large brokerage that brought in an in house lender. Her desk was across from mine. A couple years later I had gone out on my own & she moved to a local lender. I sent her a lot of business. Then I had two customers I had referred to her for pre-approval. After a few days I called to check with them and they both said they'd left multiple messages but she never called them back. My calls also went unanswered so I drove to her office. When I asked her why she wasn't calling my customers back she said "We are so busy with refi's we don't have time to call your customers". I took them somewhere esle & never used her again. A few years later I was talking on the phone with a friend, a fellow agent that had worked at the large brokerage with me. We got to talking about the lender and my friend told me she'd seen her a couple years later and she was complaining about how slow business was. I think she evenually left the biz because I haven't seen or heard of her in at least 15 years.

Jun 13, 2019 09:59 AM #43
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