Another View: At Wells Fargo, a tone-deaf response to shattered lives - Opinion - Bucks County Courier Times - Levittown, PA
The next time you see a commercial declaring a new era at Wells Fargo, or the next time you hear a Wells Fargo executive touting a new culture, remember Stan and Melissa West. The Wests were among several families in a powerful report by The Charlotte Observer's Deon Roberts that detailed how a Wells Fargo mistake involving mortgage modifications upended the lives of customers. Instead of leaving it at "we were wrong," Wells Fargo spokesman Tom Goyda explained that despite the bank working with the Wests, "they were unable to keep up with their payments and we eventually foreclosed when they were two years behind." Certainly, it's human nature for bank officials to want to put the best face on bad mistakes, and it's true in this case — as Roberts noted in his report — that customers bore some responsibility by failing to make their mortgage payments. But Wells Fargo's error compounded the burdens that job losses and other difficulties placed on families.