“Sir, your branch does not accept customer calls” – Bank of America
Yesterday I arrived in Salt Lake City, after a three day trek from New Jersey with my son (Alex, 25) in a Penske Truck. During the trip, while my son was driving, I took care of some last minute housekeeping issues with accounts, changes in address and all the related matters of moving. One of the issues at hand, required me to speak with my branch manager to see if there was any way she could help with difficulties in making a wire transfer. I went on line to find the phone number for my branch. When I called the number, I was greeted by a call center agent. I explained that I had expected to get my branch and that I needed to speak with my branch manager. She kindly explained that customer calls were being taken by the general call center. In that case, I asked to be transferred to my branch manager, to which she replied she could not because all customer calls to the branch were being taken by the general call center. I explained, that I needed to speak to my manager to see if there was any way she could assist me in making a wire transfer, quickly. She explained that in order to do that I would need to go to the branch. I once again asked for my branch’s telephone number, and hen she said it “Sir your branch does not accept customer calls – I cannot give you their number, especially in this busy season”. I gave up. To some executive, who has not needed the help of a banker in the last 20 years, the process he/she has set in place is adequate, I’m sure. But how is it that anyone in the business of taking CARE of people’s financial needs thinks it is remotely ok to create a situation where, you cannot speak with the person immediately in charge of taking care of your financial needs. My funds and banking activity will also be moving.
9 comments
Great move! This bank and others like it have an abhorrent EXECU-CENTRIC
business model in place. They spend all of their current customers money on their severance/retirement/stock option package, and they take wahts left and use it to advertise to potential new customers. What happens to you, the “valued client”?
Even the Call center recordings for Bank of America announce hold times in excess of 21 minutes. Why?
Because they know that consumers won’t do anything about it. Drive by your local branch and watch 5 employees picking their collective ass for one customer in the branch – and they’re ” too busy” to take a customer’s phone call! On top of that, they’ll sometimes try to nail you for the” in Branch assistance” these days, stating that ” you could have done that transaction at the ATM”!
Good for you leaving…I did many years ago.
Dave
I have found this happens quite often with quite a few banks. I find a problem with this one for the simple reason the call center should of at least gave you the number to your branch office,you can also call the 1-800 number that is located on the back of your credit card and they “should ” be able to give you that number, I do not understand why the call center did not have an 800 number to assist you. This is where there is unexperienced people working at the call center and what she should of done waas get her supervisor and i think your problem would of been taken care of. You would of at least got an 800 number or the number to your branch. I totally understand your frustration and do not blame you at all for changing banks but you will probably run into the same problem if you ,yourself donot have your branch number.
Glenda,
thank you for your comment. Yes, I was also very surprised. The process was flawed, I think with a unilateral management view. “Our branch management is busy taking care of retail customers and we have this large call center which can take care of customer via phone”. Seems simple to force each to their respective places.
sometimes we’re short a penny for the dollar, and that alone keeps us apart from the cookie.
thanks again.
I am in the process of looking for another bank because of the fees. Twice within a span of a month Ive been hit with overdraft fees some new policy… The first time I was hit three times for $105.00. they ok a larger payment and hit me with the smaller three which added up to less than the larger on… The problem I saw the overdraft and borrowed money from another account, and because of your new policy which I found out about today… If it’s electronically transfered it sits in pending a day or two even though it was transfered the same day as the shortage. What are you doing with the interest on this money when it’s not in either account. I was told by the Bank manager I must have transfered it after business hours [on the east coast], but she could not show me the transfer time. The second time [same same as the first time] I came in and your employ couldn’t fix the problem, because the two overdrafts were pending and so was my transfer. I came back today and got the same story I must be at fault.. couldn’t show me the time of the trans fer of funds. That and how you did me when I was a couple days late on a credit card so you shut off the other cards to make sure I couldn’t cover the first card until my VA Disability check came… Bank of America what a joke…
I had the same problem all these hidden fees. I had a problem where i was overdraft by $3.00 dollars and they charged me $35.00 dollar fee which is unacceptable the next morning i went to pay the fee and the Bank Teller tells me that if i pay the $3.00 dollars i would be okay, that they wouldn’t charge me the fee because it was still pending so i thought that i was okay one less thing to worry about. Well that wasn’t the case i checked my bank this morning and the fee was there so i called the banking center and asked why if the teller tells me that i wont get charged I’m going to believe them obviously! Well they didn’t want to help me so i asked to speak to the Supervisor! and all this guy tells me is that its my fault for not managing my bank! ARE U SERIOUS! i said that if someone tells me that i wont get charged I’m going to take there word! and he tells me “well you’re more than welcome to talk to the teller who assisted you” I’m leaving this bank because all it gives me is problems and headaches…..
Rodrigo,
thanks you for your comment.
The more I think about it, the more I become convinced that automation has much to do with the lack of consideration customers are receiving. Corporations, all too often hide behind the appliation, as if it’s “the system’s” fault.
The fee is assessed because you were late. The fact taht you were late becuase if the bank’s mistake is transparent to the system, and therefore, becomes transparent to management.
Rudy V
I wanted to get rate information but was put on hold for what I was told would be twenty-three minutes: NOT ACCEPTABLE. I reached Citizens Bank and actually spoke to a branch employee who gladly explained the bank’s rates to me. I’m considering moving my money to Citizen’s. Check and see how much my wife and I have in BOA. To us, it’s substantial. Maybe you don’t want us as customers. Your policy of customers not having phone access to a branch is frustrating and not customer oriented. Bear in mind that BOA is not doing me a favor by accepting my money. On the contrary, I’m doing you a favor by investing in your bank. If BOA is so large that it loses sight of whom it serves, then shame on BOA.
Sincerely,
Frank J. Batt
Frank,
thank you for your comment. It isn’t acceptable, but what is more unacceptable is that most customers deal with it. As you may have noticed, I have a “bank issue”, but I finally found a bank I think cares. MetroPacificBank (www.metropacificbank.com). I moved from BoA, then from Well Fargo, from WaMu: 4 times is a charm.
Thanks for stopping by and sharing.
RudyV