The Van Wert County Courthouse

Saturday, Dec. 15, 2018

Flagstar working on customers’ problems

Van Wert independent

Some customers of the local Wells Fargo Bank office found that the transition to Flagstar Banks did not go as smoothly as Flagstar had promised. Flagstar recently purchased 52 former Wells Fargo banks in Indiana, Michigan, Ohio, and Wisconsin as part of Wells Fargo’s goal of reducing retail banking branches by 5,000. However, the first day of Flagstar operations at the local bank saw a number of problems.

A number of local customers complained on social media of being unable to log into their accounts on Monday and to gain access their money, and the parking lot of the Van Wert Flagstar Bank was full of vehicles a good part of yesterday as customers tried to obtain assistance, often unsuccessfully, from bank employees.

Flagstar had previously noted that it expected the transition from Wells Fargo to proceed seamlessly, but, if Monday’s activity is any indicator, that confidence may have been somewhat misplaced.

Meanwhile, Flagstar took a number of actions over the past two days and has issued an update to its customers on what was done, or being done, on Wednesday and what customers needed to do to get access to their accounts. The update is as follows:

On Wednesday, the bank did, or was doing, the following:

  • Corrected the issues with flagstar.com.
  • Updated flagstar.com/welcome with specific steps and instructions for logging in the first time.
  • Brought on a significant number of people to provide extra support for the bank’s call center.
  • Reversed any late or overdraft fees caused by these issues.
  • Delivered debit cards to customers within 24-48 hours of their request, depending on the time of day the request is received.

The bank also noted it has plenty of cash and instant-issue ATM cards at its branches to help with customers’ immediate needs. Plus, customers can use their cards fee-free at Allpoint and Presto network ATMs. These are available at most CVS, Walgreens, Target, Kroger, Publix, Safeway, and Circle K locations.

Here’s what customers can do:

  • Those who had trouble logging in to Flagstar, go to flagstar.com/welcome.
  • For those who have concerns about transactions made as Wells Fargo customers over the weekend, those transactions will show in their balances at the end of today, December 4.
  • Customers who would like to add another account holder to their checks can call 888.248.6423 or visit a local branch.

For other information, visit flagstar.com/welcome, visit a local branch, or call the above number.

POSTED: 12/05/18 at 8:35 am. FILED UNDER: News