“Sir, your branch does not accept customer calls” – Bank of America

By : Rudy Vidal | | Category : Corporate Culture

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.