Wells Fargo Bank

This review is not just for this branch, but for the whole bank. Before I joined Wells Fargo, several friends and family warned me not to, but my company used them and it was easier. Yet another lesson about taking the path of least resistance… often not worth it in the long run. I think I may be spoiled by having banked most of my life with a small town bank in TN or with a teachers’ credit union in NM. This is my first experience with one of the big banks. So, here is the story… originally when I started using Wells Fargo it was Wachovia. Wachovia actually was a great bank. Wells Fargo — not so much. I have been trying to cancel a transaction that was mistakenly put through by my chiropractor. They cancel the transaction the same day it posted as «pending» on my account. However, we are now on day 6 that the transaction has remained in pending mode. In the meantime, my car payment bounced and I was charged an NSF fee. I immediately went in to discuss this situation with the bank the day after the charged showed as pending. Basically, I got the run around from the bank person. Nothing was resolved. They said that there was no proof that there was anything wrong with my account and that the transaction should clear by midnight. I explained to the person that it had been «pending» for two midnights with no change. They said that this was the chiropractor’s fault and likely it takes their system 3 – 5 days to process the cancellation. I talked to the chiropractor and they immediately verified with their accountants that the cancellation was received at my bank and provided me with written verification (which the bank person had no interest in seeing when I tried to show it to her). The next day the transaction remained in a pending status, so I called the chiropractor back and asked them to please send it through as a refund to my debit card. They did this and again provided me written confirmation that it was processed. I called the bank’s customer service and they said that there was nothing wrong and that likely it would clear up in a few days. I said that was not acceptable and that the charge needed to come off my account. I said that when I make a return to a store with my debit card and the store credits the amount back to my card, it immediately shows up on my account (I have personally checked this out). I asked so why not only was the cancelled transaction not going through, but the refund was also not showing up on my account. They said again that this is likely a vendor issue, but that they would be glad to submit a dispute claim for me. I asked why they couldn’t just address the issue and make the necessary changes. Just got stonewalled and repeated offers to submit a dispute claim. I finally gave in after considerable yelling and high blood pressure status and said fine file the claim. I then received a nice notice by email that they had received my claim dispute and gave me a number I could called for a status update. This morning I checked my balance to see if there were any changes to my account now that the claims people were investigating… no change — same negative balance in the same pending status. I checked again this afternoon and low and behold my deficit decreased by $ 35 but there was no indication as to why the balanced changed — no explanation on my account anywhere… so I took a deep breath and called the claim status number. OH BOY… another round of high blood pressure moments… the claims rep asked for all the pertinent information from me to verify who I was and then asked me what I was disputing. I said… well don’t you know? I am calling to get an update on my claim… can you please give the update? She just repeated again the question as to why I was calling and what the claim was for. Soooo, I told her AGAIN the whole story. She says that there is nothing wrong with the transaction and that she can actually see where the cancellation came to them on the 15^th and then the refund a few days later, but that it would take 3 – 5 business days to process. I said so to understand it correctly… once you received the notice to cancel or refund it takes your bank 3 – 5 days to process but when I make a purchase with my debit card it posts within 24 hours. I asked if I was understanding her correctly. She did not say yes or no, she just repeated the spiel about 3 – 5 days. So, I decided to stop that line of questioning for clarification and attempted to find out why the negative balance on my account had decreased without any explanation evident. She said she didn’t know and would be glad to refer me to a customer service rep to review transactions with me. I said so let me get this straight… to find out why my balance changed today I have to go back and talk to someone who was unable to tell me anything about anything before? She said, yes…(blank stare) Jeez, really? Still not resolved… HELP ME!

This is my favorite Wells Fargo in the Fairfax/​Springfield area. There is very seldom a wait (even on weekends!) and everyone I have interacted with here has been extremely customer service oriented. Other banks should take note; a big smile, a handshake and a «thank you for being here» attitude go a LONG way with people in an area known for people rushing from one activity to the next.
They also have two ATMs and ample parking in an easy in/​easy out part of the Pan Am shopping center.

Excellent customer service, very efficient, pleasant and courteous staff. Best Wells Fargo branch I have been to. The manager even walked me to the car after I withdrew some cash.

I agree with Daniel, terrible customer service. Ive been with wachovia for 7 years but now I m looking for a new bank. Few days ago I ve been told by wells fargo employ that it is what it is if I dont like it I can take my business elsewhere !!

It’s no longer Wachovia but now Wells Fargo but I have been going to this location since I’ve moved to VA.
They have always been helpful and got what I needed done. It’s a bit of a drive now because I moved but worth it because they take care of you!