Support for Members and Cardholders from Wells Fargo
Thursday, April 16, 2020
As we continue to learn more and react to the COVID-19 crisis, we wanted to provide an update on some of the things we’re already doing here at Wells Fargo Retail Services to help the customers we share during this critical time. We’re closely following the Guidance received from our regulator, the Office of the Comptroller of the Currency (OCC), to help navigate this unprecedented situation. Currently, if a Cardholder contacts our team and indicates they are experiencing a hardship related to COVID-19, our customer service and operations teams are empowered and already offering any number of the following options:
- Late fee waivers
- Interest waivers
- Plans for deferring payments up to 90 days
Our operations teams are working to keep up with high call volumes, and we’re making every effort to keep these teams as well staffed as possible. Given the guidance from the federal government and CDC around social distancing coupled with workplace attendance recommendations for those with underlying medical conditions or those with recent COVID-19 contact, staffing continues to be a challenge that we’re addressing with premium pay, cross-training and work from home accommodations. We’re making every effort to be here to field their calls and support our shared customers during this time.
We’re here to support you however we can through this incredibly difficult time. We value the partnership and relationships we all share, and we’re committed to navigating our way through this pandemic while keeping the health of our teams and communities front and center.
We have set up four promotional plans for Mother’s Day to support you in any sales you’re able to make during that time. Dates of these promotions will be April 17– May 17.
Please reach out to your Relationship Manager, Sarah Miller, with any questions, comments, or concerns at 515.444.2205 or email@example.com. We are here for you during this uncertain time.
Thanks for your partnership,
Wells Fargo Retail Services