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Wells Fargo deals with tech issues for 2nd day, extends hours

10 February 2019

The outage is said to have occurred in early US morning and Wells Fargo is in process of recovering its services nationwide. Customer centers are open but callers may face long delays, the bank said.

Wells Fargo still will not say whether an incident at a Wells Fargo server facility in Shoreview, Minnesota the same day was connected to the company's widespread online banking and mobile app problems.

Although the bank said most services were restored, account holders posted on Twitter that cards still weren't working, they were unable to speak with customer service representatives and their direct deposits did not appear in their accounts. "While we restored operations throughout the day and continue to address customer concerns, our recovery from these issues was not as rapid as we or our customers would have expected".

The problems started early Thursday when Wells Fargo said a smoke was reported at one of its data centers, which caused the bank to cut power automatically to the facility and reroute data through backup centers.

Users were still reporting issues to the website Down Detector on Friday and saying the issues were primarily with online banking, the website and mobile banking. For customers that made transactions were not visible online or at ATMs Thursday or Friday, the bank assured customers those transactions were processed normally and should have been visible by Friday evening. "This issue has now been corrected, and all transactions are now visible".

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The bank did scramble Friday morning to restore mortgage services, but that issue was also resolved.

In response to the power shutdown, applications were systematically re-routed to backup data centers through Thursday.

Wenkheimer said getting through to customer service has been the biggest frustration of all.

In their latest statement to customers, Wells Fargo said any fees incurred because of these issues will be reversed.

Wells Fargo deals with tech issues for 2nd day, extends hours