For the second time in two weeks, Wells Fargo finds itself at the center of social media fury after customers reported being locked out of their accounts.
Some Wells Fargo
We apologize to our customers who may be experiencing intermittent issues navigating within Online Banking and Mobile. Thanks for your patience while we research this issue. If you are impacted, please check back here for updates.
— Wells Fargo (@Ask_WellsFargo)
February 22, 2018
It was the bank's only tweet since last week, when it apologized for an incident in which customers
Providing social media updates that inform customers while not
Managing public relations around technical difficulties remains a struggle for many banks.
“Reputational risk has to be treated with the same urgency as, say, credit risk or fraud risk and, candidly, it just isn’t yet in most cases,” said Sam Kilmer, senior director of Cornerstone Advisors, in a previous interview with American Banker.”
Wells Fargo customers ran into another glitch in January, a double-billing snafu that the bank said was caused by an “internal processing error.”
Wells Fargo said in a statement that it had resolved the problem. "A few customers may experience residual issues through this evening, and we apologize for the inconvenience," a spokesperson said.