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Non-Tech : WELLS FARGO -- Ignore unavailable to you. Want to Upgrade?

To: David C. Burns who wrote (1219)	5/16/1999 10:42:00 PM
From: JPhilipS	Respond to of 1281

In no way did I mean to imply you had anything to do with the poor service at Norwest. I apologize if my language was so vague as to leave that impression. Actually I appreciated your encouragement to call, and meant to give you credit for such. Because of your encouragement I wanted to give you an explanation of why I was posting again. That was the only reason I mentioned your name. Clearly you believe in WFC. I simply think potential investors have a right to know when a customer service department promises to call back, but doesn't; when two mortgage customer service reps didn't understand what an amortization table is; etc, etc(and believe me, there is more). Such performance could have a bearing on a company's success, could it not? Nothing I've said is untrue, unsubstantiated or defaming. I am reporting on their customer service as I've experienced it. When Norwest clears up the problem, I'll post, giving them credit so that investors can know that fact as well. A customer service supervisor took over my complaint at the end of last week. On Saturday I received notice from my bank of the double charge to my account. I will give the supervisor a chance to finish her work with this new information. If she cannot rectify the problem, I will, indeed, call the number you suggested.

To: David C. Burns who wrote (1219)	5/17/1999 8:32:00 PM
From: JPhilipS	Respond to of 1281

After two months and twenty+ phone calls, Norwest Mortgage Customer Service finally came through. They volunteered to wire money back to me, pay insufficient funds charges caused by their mistake, and adjust my principal balance to reflect the way it should be. I must say that, after miscue after miscue, the person who helped me did a very thorough job. She had researched the problems and identified them to me before I had to explain them. I do give credit where credit is due.