Wells Fargo 2006 Annual Report Download - page 25

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23
Ruby: “I met Ricardo, the manager of your bank in Panorama City. He
apologized for the mistake, told me how sorry he was and helped calm
me down. He alerted your mortgage team and helped me fill out forms
to fix the problem. He showed he really cared about me.I’m sure he
went way beyond his job duties to sort out my problem. I think so
much of him that even though he’s moved to another Wells Fargo bank
about 20 miles away, I still drive there when I need personal attention
because I know he’ll take good care of me. In fact, three weeks later,
I walked into that bank, and Ricardo recognized me immediately. I now
have 10 products with Wells Fargo, and I’ve encouraged my family and
friends to become Wells Fargo customers. All because of Ricardo.”
“I asked that my mortgage payments through
Wells Fargo be deducted automatically from
my checking account, but they weren’t. So,
through no fault of my own, my payments
were unpaid and overdue. I was really upset
and walked into my local Wells Fargo bank
to complain.”
Ricardo Villarreal
Regional Banking
Los Angeles, California
Ruby Pantoja, Los Angeles, California