Bank America Horrible user experience

For just about anything you want to get off your chest about credit cards.
14 posts
daveesco
 
Posts: 2
Joined: Tue Sep 23, 2014 1:56 pm
Location: calif.

Bank America Horrible user experience

Postby daveesco » Tue Sep 23, 2014 2:35 pm

I received my Signature Visa yesterday. Called BofA to activate from home. BofA 's recording stated that BofA would be try to cross sell me on additional products. A real CS person came on and asked if I had any questions, I said no and hung up.
Today I went to breakfast and tried to use my card and it was declined. I called BofA CS who said that there was a fraud alert about the merchant, and that he would allow my card to be used. I attempted to purchase breakfast for a Second Time and my card was declined again.

I called BofA CS and requested a manager who came on online. I explained what happened and she put me on hold for a very long time.

Eventually, someone else came on the line and demanded that I identify myself. I explained that I had ID myself to both the Computer and the CS manager, so why must I continue to answer additional questions. The Bof A person would not identify herself or explain what was going on until I answered numerous additional questions.
I was interrogated and kept waiting for approx. 20 mins until the BofA nazi explained that my account was not properly activated yesterday. Finally the BofA Nazi activated my account and allowed me to charge $6.25 on my new card for breakfast.
I have never had such a horrible CS experience with any of my other cards and a total lack of common courtesy.

The "CS "manager" transferred me to the BofA Nazi without communicating that she was transferring the call or explaining why the call needed to be transferred. The BofA Nazi resused to explain why she required additional information, or why I could not use my new Signature Visa.

A very Horrible user experience with people who do not understand what Customer Service means. BofA reputation for terrible CS is well deserved.


MemberSince99
Centurion Member
Centurion Member
 
Posts: 4913
Joined: Sun May 20, 2012 4:35 pm
Location: WI

Postby MemberSince99 » Tue Sep 23, 2014 2:55 pm

They should explain to you what is going on. However if you think about it, there are reasons other than they are fascist bastards for what they did.


They need to verify it's you activating the card to prevent fraud, which they could be on the hook for most if not all of it if someone got their hands on it. You too could be liable so it also benefits you.


So it might behoove you to consider why they would do something before assuming they are just brownshirt thugs who want to treat you like the last Jew in the reich.
Perhaps by the time they were satisfied it's you they were so irritated at dealing with you that they didn't care to explain themselves. They should still make an effort to give great service regardless, but they are human just like you at the end of the day.


Just some food for thought.

daveesco
 
Posts: 2
Joined: Tue Sep 23, 2014 1:56 pm
Location: calif.

Postby daveesco » Tue Sep 23, 2014 3:59 pm

The Customer does Not / and should Not be kept in the dark while BofA asks lots of questions.

Simply informing me that the activation process did not work would have defused, and made me much more cooperative.

I guess BofA does not admit that their processes do not work, but rather treat their customers like children and choose not to explain what or why BofA needs to ask additional questions.

I do not feel comfortable providing lots of personal information over the phone, while standing in a public restaurant, to someone who refuses to explain why it is required.
A truly Horrible experience, because of a total lack of Communication on the part of BofA CS. The Customer should not need to guess what or why personal information needs to be provided.

MemberSince99
Centurion Member
Centurion Member
 
Posts: 4913
Joined: Sun May 20, 2012 4:35 pm
Location: WI

Postby MemberSince99 » Tue Sep 23, 2014 4:58 pm

I'm sorry you feel that way. I'm obviously not going to convince you there could be a valid reason why they asked those questions and why it could even be to your benefit. I'm sure they could have done better, but again they are human. They obviously were not sure they were talking with you, and you probably did not make a great impression on them thus alienating them. Not an excuse in a way but think about how much you enjoy working with people who are difficult.


Not sure what we are going to do to help you. The times I've called them I've had no issues. Doesn't mean you didn't have a bad experience or others won't though.

Super100
Green Member
Green Member
 
Posts: 10
Joined: Mon Sep 01, 2014 4:58 pm
Location: USA

Postby Super100 » Fri Sep 26, 2014 5:43 am

Sorry to hear that, i have never had any problems with BOA in 13 years...

Heisenberg118
Gold Member
Gold Member
 
Posts: 30
Joined: Wed Sep 17, 2014 8:54 am
Location: Maryland

Postby Heisenberg118 » Fri Sep 26, 2014 11:17 am

... and the moral of the story is: activate your card yourself online. =P

Not trying to be a smart-ass, but seriously, it's easier and quicker.

User avatar
otter
Centurion Member
Centurion Member
 
Posts: 639
Joined: Sat Aug 24, 2013 8:45 pm
Location: Grand Forks, ND

Postby otter » Fri Sep 26, 2014 12:05 pm

And this surprises anyone?

http://www.fool.com/investing/general/2013/06/25/its-official-bank-of-america-has-the-worst-reputat.aspx

http://bangordailynews.com/2013/07/19/business/national-survey-again-ranks-bank-of-america-worst-for-customer-service/

http://www.huffingtonpost.com/2013/03/29/bank-of-america-consumer-complaints_n_2978920.html

Not trying to sound like... well I won't even mention his name since I've fed the troll enough... but Bank of America's customer service really is worse than Fingerhut!

I've dealt with them (and their predecessor banks) for years and closed accounts with them many times (mostly because NCNB/Nation's Bank/Bank of America kept on buying the banks I'd move my account to). Admittedly, I've deliberately opened accounts with them a few times because they go through periods where they seem to be reformed- they'll lower or eliminate many of their fees and stress they're going to emphasis keeping customers happy and then they totally change overnight into a company which has creative ways of extracting additional fees and uber-rude CSR's. BoA is the alcoholic who has been in and out of rehab and graduated AA dozens of times... they sound sincere this time but you know it's only a matter of time before they're back on the sauce.
In my Wallet:
  • Amex PRG NPSL[3-14, bd 91]
  • Sallie Mae MC $8000[1-14]
  • Chase Freedom $4700[1-14]
  • Discover It $2750[8-13]
  • BoA UCF Alumni Cash Rewards $5000 [3-15]
Sometimes in my Wallet:
  • GM BuyPower WEMC $5000[9-14]
  • Wells Fargo Propel 365 Amex $7000[4-14]
  • Barclaycard Arrival WEMC $7000[3-14]
  • BoA Better Balance $3000[2-15]
In my sockdrawer: Amex BCE $1000[10-13, bd 91], OCCU Duck $10000 [11-13], The Sportsman's Guide Visa $8000[8-14], Chase Slate $4000 [9-14]Delta Gold Amex $2000 [2-15 bd 91], Diners Club MC $20000 [10-14] Commerce Bank Visa $2000 [3-15] Citi Double Cash $1000 [3-15]
Total CL: $90450

Heisenberg118
Gold Member
Gold Member
 
Posts: 30
Joined: Wed Sep 17, 2014 8:54 am
Location: Maryland

Postby Heisenberg118 » Fri Sep 26, 2014 12:24 pm

I guess to each his/her own. I've had a banking and credit relationship with BofA and I've always had good experiences when I've had issues, whether it's getting a fee waived, doing a product change, getting a loan, etc.

User avatar
kcm7
Centurion Member
Centurion Member
 
Posts: 205
Joined: Wed Feb 19, 2014 10:05 pm
Location: TX

Postby kcm7 » Fri Sep 26, 2014 12:43 pm

I got caught in their security net the other day. I wouldn't say that's a bad thing (at least they're trying to make sure it's really me), but it was annoying.

I'm heading out of the country, so I tried to notify them of my travel plans via online banking (telling them which countries I'd be in, etc.). I did the same thing on Barclays, done online in 30 seconds. With BofA, it spit back a message saying it wasn't able to complete my travel alert online and that I needed to call customer service. Great.

So I sit on hold, until I finally get a human who asks me to verify who my "Assets manager" is. I have a debit card and checking acct with BofA. Who the heck is my "asset manager?" Apparently since I also have a Merril Lynch account due to some stocks I have through work, I have an "asset manager." His name is apparently on the statements I get once a quarter for my stocks that I promptly shred.

So, anyway, I can't give them the name they need, and the customer service rep has no idea what to do next. So I'm put on another hold until someone comes on the line to ask me some ID verification questions from my Experian report. I pass the test. Altogether, half an hour of my time. Annoying, but necessary evil I suppose.
Cards:

-Capital One Quicksilver
-Barclaycard Arrival (no AF)
- US Bank (no rewards)
-IHG

User avatar
otter
Centurion Member
Centurion Member
 
Posts: 639
Joined: Sat Aug 24, 2013 8:45 pm
Location: Grand Forks, ND

Postby otter » Fri Sep 26, 2014 1:07 pm

Heisenberg118 wrote:I guess to each his/her own. I've had a banking and credit relationship with BofA and I've always had good experiences when I've had issues, whether it's getting a fee waived, doing a product change, getting a loan, etc.


Well, according to the article referenced above in fool.com, they do have 52% approval rating among current customers, so you must be in the slim majority of BoA customers. Still, slightly above half isn't a very good record. BoA's biggest strength is that even though they don't have a footprint everywhere... where they have one, it's usually a deep footprint.

I used to work for a company in Florida which had 100 locations and mine was the only location which dealt with BoA since it was the very last resort bank and there were no other banks within 10 miles. One payday, I went to the bank to cash my check and was told there would be a seven day hold on the check on my personal account(it was drawn on my company's main bank, not BoA). I left, called my boss and he gave me permission to cash it at work and deposit the check with that day's deposit. The same teller waited on me and refused the check part of the deposit practically accusing me of some sort of scam. I went back to work and called our comptroller who authorized me to close the account and reopen one at the next nearest bank 10 miles away the next day. I went back to the bank and said I wanted to close both my personal account and my company's account(I had opened the location I worked at so had been the one whose signature was on file and I was authorized to close it). For the first time in three years, someone at that branch was nice to me, but it was too late.

"Cashier's check?" the usually rude branch officer said looking like she was about to cry. No, cash I said... and watched as they scrambled around to get the 6 digit balance 5 minutes before closing and after most of their tellers had already balanced their books. After they got all the cash together 10 minutes after closing, I said I changed my mind and cashier's check was fine.
In my Wallet:
  • Amex PRG NPSL[3-14, bd 91]
  • Sallie Mae MC $8000[1-14]
  • Chase Freedom $4700[1-14]
  • Discover It $2750[8-13]
  • BoA UCF Alumni Cash Rewards $5000 [3-15]
Sometimes in my Wallet:
  • GM BuyPower WEMC $5000[9-14]
  • Wells Fargo Propel 365 Amex $7000[4-14]
  • Barclaycard Arrival WEMC $7000[3-14]
  • BoA Better Balance $3000[2-15]
In my sockdrawer: Amex BCE $1000[10-13, bd 91], OCCU Duck $10000 [11-13], The Sportsman's Guide Visa $8000[8-14], Chase Slate $4000 [9-14]Delta Gold Amex $2000 [2-15 bd 91], Diners Club MC $20000 [10-14] Commerce Bank Visa $2000 [3-15] Citi Double Cash $1000 [3-15]
Total CL: $90450



Return to “General Credit Card Talk”

Who is online

Users browsing this forum: No registered users and 2 guests