Bank of America
Los Angeles, CA 90051-9931
To whom it may concern:
We phoned several times trying to get an actual name attached to customer service at Bank of America, but apparently this is privileged information. Or perhaps there IS no real person attached to customer service at B of A. Based on our experiences, that would be my guess.
My husband and I are longtime Bank of America customers. We never chose B of A, but after our bank was bought out there was never any real reason to switch. Unfortunately, in the past year we have become so frustrated by the people and policies of B of A that we will be closing all of our accounts -- checking, savings and investment -- and switching to a credit union as soon as we can process the paperwork. This is entirely due to the lack of accountability and customer focus we've dealt with at your bank since you laid off our Premier Banking rep, Jennifer Gallando. (She was wonderful to deal with. If she were still with your company, there would be no reason for this letter.)
We are so frustrated with your complete lack of concern for your customers that not only will we be moving our money, we will be posting the following review online at every possible review site for your bank:
Like most people here, I wish they gave an option of 0 stars, because that's what B of A deserves. They are too big to care, and there is absolutely no incentive anywhere in their system that would cause employees to be concerned with how their actions affect customers. NOBODY should bank here. We're moving all our money to a credit union tomorrow.
We became B of A customers only because our smaller bank was bought out by them years ago and we never got around to switching. They were okay till the recession, when they laid off everybody who gave a damn.
Our experience over the last year is that at least once a month, our credit and/or debit cards will be rejected for no reason. (This has happened twice when my husband was with clients and numerous times otherwise.) This happens because a flawed computer algorithm flags normal transactions as "suspicious activity."
B of A's computers shut off cards for everyday activities like going to one restaurant for dinner and a second for drinks or dessert, or renewing an international professional membership. (The organization was located in Europe, but the transaction came from Seattle, where we live. This caused not just one but two shutoffs -- the second after a B of A reps swore the transaction would be processed.) No notification, no questions, just automatic card shutoff.
B of A claims they call customers to let them know this has happened, but they don't. In our case, their actual record is 1 phone call out of the double-digit number of times this has happened. And they claim that there's always somebody on duty to respond and reactivate the card when this happens and you call them. Trust me. There isn't.
The final straw was today when I had a debit transaction rejected. (Think about that. Debit. Access to our own money denied.) I went into the bank to find out why, and the cust. service person connected me to their fraud line by phone. Because apparently local people are not allowed to do anything in these cases -- they have to turn customers over to faceless people a thousand miles away. It turns out my transaction was rejected because my husband and I filled up both our cars with gas on the same day! This is apparently not allowed, and they shut off both our cards. But they didn't bother to call to let us know, so I found out when I went through the embarrassment of having a transaction refused.
(In a way, this is a good thing, as my husband was leaving for a business trip to Mexico the next day and he wouldn't have had bank access there. Of course, when he called the bank to let them know about the trip, nobody bothered to let him know that there was a hold on the card. Apparently letting customers know of bank actions that might affect them is not in the travel person's tiny little job description.)
Then, after I spent 20 minutes on the phone with the customer service rep, they STILL didn't reinstate the card, even though they claimed they had. It was denied again at the grocery store ten minutes later. I called customer service when I got home and they said the problem was an alert left over from a vacation we got back from A MONTH AGO! Even though we called TWICE with exact dates and times of departure and return -- because we knew from past experience that one call would not guarantee we'd have access to money when we travel -- they still couldn't be bothered to get it right. Now they claim they've reactivated the card and it "won't happen again." Uh-huh. Sure.
B of A does not care. They don't have to. They are staffed by people who never have to deal with the results of their actions and who get paid whether or not they're competent. Nobody in this huge, impersonal organization gives a damn about silly, old-fashioned ideas like customer service, because when people like me leave they figure others will be naive enough to take our place.
Don't do it. Don't be that next sucker. Do NOT bank at B of A.
Your company seems to believe that you're doing us a favor by allowing us to access our own money -- a favor that can be withdrawn at any time by unaccountable employees and flawed computers for no reason whatsoever.
I'm sorry, nameless customer service person, but it is OUR money. And apparently the only way for us to make that point is to close our accounts and never do business with your bank again.
me and the spouse