I filed a claim with BOA because I had an unauthorized charge from a bookstore, so after calling the claims department to report it, I then called the bookstore directly and they reimbursed the money to my account. Two days later BOA reimbursed the money to me also, so I was given back double the money, now being an honest person, I called to let them know of the error, and had to press 1 for English, then remain on the phone for over FIFTEEN minutes pressing buttons and listening to an automated voice mail, I absolutely HATE that, and for trying to do the right thing, I think this is completely unfair, you're customers want to speak with a HUMAN, not a computer!
In spite of rising fees and some rude personnel, I have kept my accounts at Bank of America for 30 years. The rude, condescending treatment I got today is causing me to reconsider.
In February someone fraudulently charged pornographic materials on my debit card. I saw it within a few days looking at my online account. It took three different phone calls and talking with half a dozen people make a complaint and cancel my debit card, with a new card sent to me. Today I looked at my account online and I saw that Bank of America had canceled the credits they had given me for the fraudulent charges. I called the customer service number an waited on hold for 20 minutes to talk to a representative. When I finally reached that representative, he told me that the credits had been canceled because I had failed to return paperwork to Bank of America. Since no one had told me I would receive documents which would need to be completed and returned, and I received no such documents, I was surprised. The customer service representative told me he would transfer me to the fraud department. There was another 18-minute wait. The fraud representative treated me as though I were a slow-witted three-year-old. He interrupted me when I tried to describe the problem and told me that if I checked my statements I would have seen that the merchant had given me a credit so Bank of America canceled theirs. Since I had received no communication and no funds from the merchant, I was surprised. I am a well-educated professional woman and I resent the arrogant, imperious attitude this man exhibited toward me. One would think that Bank of America could find employees who could treat customers with respect, but apparently they cannot. USAA here I come!
After putting up with more and more new fees showing up, typically without explanation or advance warning in understandable English, I have come to the conclusion that Bank of America only sees my company as their opportunity to pile on more fees so as to increase their profits. When I called yesterday to complain about the latest surprise on my small business statement, I got shoveled from one person who said he did not know to another person in another department who said that she did not know to another person who finally said he had specific knowledge that this new fee was being charged in error and he could help me with it as soon as he consulted with his manager while putting me on hold. The moment he put me on hold, the lousy Bank of America call system dropped the call AND HE DID NOT CALL ME BACK. After waiting 25 minutes I started the whole process over again but achieved no resolution for my issue. I DID LEARN THE FOLLOWING IMPORTANT OPERATING POLICY FOR THE BANK OF AMERICA CUSTOMER SERVICE CALL CENTERS: IF THE CALL GETS DROPPED, THE BofA PERSON IS PROHIBITED FROM CALLING ME BACK. HE/SHE HAS ZERO ABILITY TO ORIGINATE AN OUTBOUND CALL AND FURTHERMORE THE MOMENT MY CALL GOT DROPPED, HE WAS SWITCHED OVER TO A NEW IN-BOUND CALL FROM ANOTHER ABOUT-TO-BE-FRUSTRATED-AGAIN BofA CUSTOMER.
US Bank does not operate their call centers this way. That is where I am now taking my company business and I recommend that readers of this posting do likewise.