“We apologize for any inconvenience this caused, and will work with impacted customers affected by the issue,” said a statement from Wells Fargo this week.
Bank customers complained about their debit cards being charged twice for the same transaction, cards being frozen and charges denied when attempting to make purchases. Before social media, customers would likely think the problem was simply an isolated error with the card or bank accounts. However, online outlets made clear when customers lit up chat rooms and social media it was a nationwide issue.
Big or small, it is important for banks to be ready with a social media response when it comes to crisis management.
To its credit, Wells Fargo’s apology came in the form of Twitter on Thursday, the same day that people hit their favorite outlet to complain. But it just shows once again how critical it is for banks to respond in like fashion to customer complaints.