For second time in a week, Wells Fargo apologizes for app problems as customers rant

Wells Fargo customers erupted on social media Thursday morning as the bank apologized for the second time in a week for problems with its online banking and mobile app.

Wells tweeted that customers “may be experiencing an issue with our online banking and mobile app” and asked for patience from customers. The bank’s homepage was down with “technical difficulties” but said accounts were accessible through ATMs, stores and customer service representatives. Some customers reported that cards were being declined as well.

At 12:45 p.m. Thursday, the bank tweeted that the problems arose from a power shutdown at an unnamed facility after smoke was detected during routine maintenance. Wells said it was still working to restore services.

Thursday’s apology echoed the one the bank issued last Friday, when its online banking and mobile app went down on a payday, preventing some customers from paying bills or accessing their accounts.

“@WellsFargo I stuck with you through even the worst accusations, but this is absolutely inexcusable,” tweeted B.R. Giacomazzo, who added that she’s moving her accounts to another bank.

Wells “probably doesn’t want to get their stuff back up now because they know a ton of people will be switching banks as soon as they do,” Mimsy added on Twitter.

The online problems add to customer headaches for Wells, which has tried to repair damaged relations after revelations in 2016 that employees possibly opened 3.5 million unauthorized accounts to meet high-pressure sales goals.

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Bruce Henderson writes about transportation, emerging issues and interesting people for The Charlotte Observer. His reporting background is in covering energy, environment and state news.