Page 28 - Wells Fargo Bank (C) Case Study

The Los Angeles Times quoted the “Wells Fargo's pressure-

cooker sales culture” where staff were pressured into

‘selling’ products or lose their jobs

“Erick Estrada, a former Wells Fargo personal
banker and business specialist at a Canoga Park

branch, said managers there coached workers on

how to inflate sales numbers.
Employees opened duplicate accounts, sometimes

without customers' knowledge, he said. Workers

also used a bank database to identify customers

who had been pre-approved for credit cards —
then ordered the plastic without asking them,

Estrada said.”

"They'd just tell the customers: 'You're getting a
credit card,'" Estrada said. He admitted to opening

unneeded accounts, though never without a

customer's knowledge, he said.
When customers complained about the unwanted

credit cards, the branch manager would blame a

computer glitch or say the card had been

requested by someone with a similar name,
Estrada said.”