Wells Fargo customers wake up to missing paychecks

Due to Thursday's outages, customer's bank apps were not showing their proper balance — if they could login at all.
The Wells Fargo Bank at 4100 4th St. N, St. Petersburg. [Times]
The Wells Fargo Bank at 4100 4th St. N, St. Petersburg. [Times]
Published February 8

Wells Fargo customers across the country and in Florida woke up Friday with the worst kind of surprise: Their paychecks were missing.

Some said they couldn't get into their accounts at all. Others who logged into their mobile bank apps said money they were expecting to be deposited wasn't showing up.

The ordeal came a day after Wells Fargo had intermittent outages due to a "power shutdown" at one of its facilities, where smoke was detected during "routine maintenance," according to a statement on its Twitter account.

"As part of the system issues connected to (Thursday's) outage, some team members were not able to see the payroll deposits in their online banking accounts for a short period of time," Wells Fargo spokeswoman Hilary O'Byrne said in an email to the Tampa Bay Times. "This issue has now been corrected, and all transactions are now visible."

Some Wells Fargo customers posted to social media saying they were able to check their actual balance by calling a customer service line, even if they weren't able to see the money in the app.

But even by early afternoon, Laura Nelson of Clearwater was still unable to log into her bank account online.

"I tried two different times this morning and I could not get on," she said Friday. "The third time only showed my accounts, which didn't look right, and when I tried to see the account the app closed down."

Nelson works the switchboard for a fire protection company and, like millions of Americans, Friday was payday. Thankfully, she said, most of her bills are set up on auto-pay so she's not expecting any major issues. For now, she plans to stick with Wells Fargo, the nation's fourth largest bank.

"(It's) too much trouble to switch," she said. "But if it becomes a normal thing, I might have to consider switching."

O'Byrne said due to a higher than normal volume of customer inquiries, there could still be delays in online banking and service call response times.

Contact Sara DiNatale at [email protected] or 727-893-8862. Follow @sara_dinatale.

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