The CEO of WSFS issued an apology to customers after a Black Friday glitch led to a delay in customers getting paychecks deposited into their accounts.
The apology from Mark Turner stated that a technical issue that in retrospect could have been avoided led to the delay in direct deposits that are typically used for payroll checks.
The deposits were in the accounts of customers by 11 a.m. However, the incident did take place on one of the busiest shopping days of the year, with some customers getting a “card declined notice” on their debit cards.
A number of customers posted comments on the bank’s Facebook page with a couple taking note of its advertising slogan “We Stand for Service.” Others expressed relief when the funds showed up in their account.
“For this, I am very sorry, and take full responsibility,” Turner wrote in the apology that was posted on the home page of the company’s website and on social media. Turner went on to ask customers who may still have problems to contact the bank.
WSFS spokesman Jimmy Hernandez stated that “we are working to understand the impact on each individual customer who was expecting a direct deposit on Black Friday. We are reaching out via contact information we have to impacted customers, social media, and on its wite wsfsbank.com. Mark Turner and our leadership team are committed to making this right by them, and we will use customer conversations to determine service recovery actions.”
Hernandez also reported that customers affected by the problem did not see overdraft charges.
Wilmington-based WSFS is the largest financial institution headquartered in the Delaware Valley. WSFS is now one of the largest full-service banks in Delaware.
The financial institution has been expanding into Southeast Pennsylvania and has added to its trust and fee-based money management services.