Wells Fargo Bank, Lutz FL

First of all, the teller who helped me deserved five stars. In this branch, they have a huge sign on the wall claiming that their customer service concentrates on courtesy. Other than in that one teller who helped me, I did not see courtesy in this bank. I went in there at 12: 20 pm. One team member walked out “for lunch” and left one teller behind the counter. Other than the customer being helped at the counter, five others were waiting in line. After more than 10 minutes later, a team member who worked on the floor but was not helping anyone came up to thank us for being patient. She did not go behind the counter to open another line. We were then told that the customer at the counter was doing an international transaction that would take more time, and other than the team member who walked out earlier, there was another team member at lunch. Ten more minutes later, one team member returned from lunch and started helping us who had been standing in the line for more than 20 minutes. By the way, the drive up window in this branch has been permanently closed. We were told the reason was they could have one less teller. So the company is courteous to allow two out of three of their tellers go to lunch between 12 and 1 pm, but is not courteous enough to help the customers who rush in there during their lunch hour to take care of their banking needs. Ironic.

Came into the bank to do a transaction. Clean building is the first thing I noticed. Walking towards the line, was greeted by staff in offices. I like that. One person in line before me, no biggie. Staff behind counter greeted me and advise they will be with me shortly as there are drive through people being served. 3 minutes later I'm being helped. Had to handle some things on my end. Come back in. Everything done in 5 minutes. Everyone is super nice and I go home. A few days later the manager calls me personally and thanks me for my business. What? !? Unheard of. They made me feel really important for such a simple transaction and that's important to me.