3 /5 Kim Aguilar: I want to thank Mark Eubank for being so kind, courteous and friendly to us the first time visiting this bank. He went above and beyond for us and did his very best to provide excellent service. He explained everything very thoroughly and helped me a great deal set up apps and bank transfers on my phone as well as helping sort out my legal name change from recently being married. Hats off to you sir.That being said, I am not sure of the managers name although she was not the nicest or most sympathetic person.. I live in Tyler an hour and 20 mins away and I have been trying to come in person to have my name changed for the past two months so that I can deposit my checks that are in my new married name. I had to open another bank account locally with another bank in order to utilize my cash on another card as there is no Wells Fargo where I live. I tried calling Wells Fargo customer service, multiple different customer service departments the day my automatic payment for my credit card went through, to try and cancel that automatic payment because I wasnt able to deposit my checks and my account was short of the payment due amount. They would not accept any other card or account over the phone for payment the same day due to the name difference. I spoke to another representative and they said no payment or overdraft had went through that day. The customer service on the phone does not communicate to the banks at all or leave notes in the account as they say. They act as though the different departments are a completely different company. We deposited money over Zelle to cover the payment for the meantime over the weekend but because I accidentally did not shut off my automatic payment I was still charged an overdraft fee. I have been a Wells Fargo customer for 10 years now and I seldom ask for any refund or assistance with my account and always make payments on time and keep money flowing in my account. The management does not consider who you are or seem to care about your loyalty to the bank and your overall history. She made me feel as if I was a freeloader and asking for hand outs. She gave me a 50 percent refund instead of a full one over a simple mistake. Because of the way this was handled, I am not looking forward to doing further business with this company or this branch here and I am looking to utilize my other bank full time. I hope this helps someone and shout out to Mark, thanks again brother.
