It’s a recurring nightmare for the average bank customer.
Bank of America, Bank of Nova Scotia, Citibank and other big-name banks charge customers to maintain their boiler systems.
The problem is, they can’t always tell you when it’s going to happen, and they don’t want to have to tell you.
Buy the boiler, install the maintenance connection, and wait for it.
If it never happens, well, that’s just as bad as having the system fail, the bank says.
“I can’t tell you how many times I’ve been told, ‘It’ll come soon enough,'” said Elizabeth Hickey, a Bank of Colorado customer who said her bank has repeatedly failed to fix her boiler issues.
“It’s a terrible situation, and it’s not going to change any time soon.”
Wells Fargo customers who get boiler service are supposed to check their account for any unusual activity or suspicious activity and report any concerns.
The bank says it will pay for this work.
The boiler problem is the latest in a string of problems for banks.
In April, Wells Fargo announced it was shutting down the company’s customer service department, with about half of its staff staying on.
And last year, Bank Of America’s customer services bureau was forced to shut down after about 150 customers complained of poor customer service.
Wells Fargo says it’s trying to address the boiler problems by installing maintenance connections for the customers who are stuck with them.
But for now, those customers are stuck using their bank accounts to pay the bank for maintenance.
“The only way to fix this is to buy the boiler,” Hickey said.
“That’s the only way you’re going to get your money back.”
Wells Bank of California is also struggling with boiler problems, and is working on a plan to fix them.
The California bank says about one in five customers reports boiler issues and that it will offer an online service that will allow customers to report issues and get free maintenance for the next three years.
But Wells Fargo’s boiler problem hasn’t changed much.
The account was shut down last year and Hickey hasn’t heard from the bank since.
It hasn’t been replaced and she says she’s not sure what’s next.
“Wells Fargo has never told me if it’s gonna fix it or not,” she said.
Hickey says the bank should have told her that if it was going to fix it, it should have done it by now.
“They should’ve made the announcement, they should’ve said, ‘We’re going down the line to fix the boiler,'” she said, “instead of putting out a statement saying, ‘Oh, it’s really just a boiler issue.'”
Bank of the West, the nation’s second-largest bank, has also been struggling with its boiler problem.
About 60% of its customers said they had been told they needed to purchase a new boiler and about two-thirds reported that they had received no notice of the maintenance service.
But that wasn’t the case for most customers.
About half said they were told they had to pay for maintenance or that they would have to pay to replace it, according to a Wells Fargo survey conducted in August.
In the meantime, Wells’ customer service team said they will have to suspend the account.
Wells spokesperson Amy Brown says that customers who were told to pay a $1,000 service fee for a new heater have been told that’s the cost of the heater, not the boiler.
But the boiler issues don’t seem to be slowing down.
“We’ve had people come in and say, ‘Well, I can’t pay for it,’ ” Brown said.
The Bank of Oregon has also struggled with boiler issues, and said it has started to send customers a notice to take their boiler out.
It has also hired additional maintenance specialists to help customers who still don’t have a problem.
Brown says the boiler service is still “a critical component of our business.”
Wells said it is doing a study to determine if its existing boiler issues are affecting customer satisfaction.
The company has already started offering customers a free online service called “Get the Money Back” that allows them to cancel a service contract.
But there are other steps Wells needs to take.
Wells should have started by informing customers that they could pay for the service.
The problems that Hickey and Brown have been having are not uncommon.
Wells says it has received about 50,000 complaints in the last two years about boiler issues from customers who said they received no warning that they needed a service.