Some Wells Fargo customers complained about their paychecks not appearing after a major bank outage, but Wells Fargo says the money went through.
Wells Fargo says the issue that caused some customers to have trouble seeing paychecks and direct deposits in their online and mobile banking accounts has been corrected.
A day after the bank suffered a major outage, customers posted on social media early Friday about missing paychecks and overdrafts.
“As a result of the process to restore systems yesterday, some transactions and balances were not visible in online banking or ATMs earlier today,” company spokesperson Hilary O’Byrne said in a statement to USA TODAY. “The transactions were processed normally, and customers can use their accounts with confidence.”
O’Byrne added that “all transactions are now visible.”
However, there “may continue to be delays in mobile and online banking as customers check their balances,” the bank said Friday afternoon in a news release.
All 5,500 Wells Fargo branches are extending hours by an hour Friday, according to the release. Branches normally open Saturday also will stay open an extra hour.
The bank said it is continuing to see high call volume and any “Wells Fargo fees incurred as a result of these issues will be reversed.”
Widespread technical difficulties hit Wells Fargo’s online banking and mobile app Thursday following a power shutdown caused after smoke was detected at a data center in Shoreview, Minnesota. The outage was “not due to any cybersecurity event,” the bank said.
By late Thursday, Wells Fargo said in a statement that ATM services had been restored, and mobile and online banking were “operational” with the exception of some features, like consumer credit card and mortgage balances.
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Wells Fargo responded to Twitter users earlier Friday saying it was aware of ongoing issues after customers said direct deposit paychecks were not appearing in their accounts.
“My check is not in my account #WellsFargo,” Twitter user @_MinaDan wrote.
“Wait did i not get my direct deposit bc Wells Fargo is garbage,” Twitter user @unfortunvteF wrote.
Wells Fargo replied to several users, stating, “We are aware of an issue regarding the processing of direct deposit into Wells Fargo accounts and we’re sorry for the inconvenience. Some may not yet be able to see payroll deposits in online banking. Customers should operate as they would normally. Thank you for your patience.”
Tim Sloan, the bank’s CEO and president, said in a statement that the recovery “was not as rapid as we or our customers would have expected.”
“We will review the system issues in detail, and do all we can to ensure that this type of disruption doesn’t happen again,” Sloan said.
Follow USA TODAY intern Ben Tobin on Twitter at @TobinBen and Money reporter Kelly Tyko at @ktyko
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