Bank Of America Complaint - Customer Retention Not Part Of B Of A Culture
QUEEN CREEK BRANCH, ARIZONA -- I've been with B of A for almost 20 years and along the way they've made a few errors on our accounts, nothing to precipitate a crisis. But when my husband and I separated last fall, we went to b of a, I opened all new accounts in my name only and the bank manager deleted my name from my husband's accounts, we received new debit/check cards and separated our credit card accounts. That was November 2006. My husband and I do online banking, paperless statements, use the bill pay option and have very little "human" contact with B of A. Almost 4 months went by and I noticed when I signed in and got to the account overview page, my husband's accounts were still showing on my account display. I checked with him and he was experiencing the same. Personal information going across the internet due to the bank's errors and negligence. We solved that without rancor and everything settled down. Then this past week a $5.95 Check charge shows up on my household account, the account into which my social security check is direct deposited. Like clockwork, on the 4th Wednesday of every month of ever year, my social security check is deposited and therefore I do not pay any charges for my account.
So I called them on this $5.95 Charge and they said there was no direct deposit that month and the charge will stay. I wrote back giving them the date of the deposit and b of a replied to me that my social security check was deposited one day outside this month's opening and closing dates, so technically there was no direct deposit during what b of a considers a "month" and the charge was valid and would remain. So I responded and logically explained that when I ran 22 stores in five cities in three states, there were times I would measure the net cost to my company for a small thing like a$5.95 Fee, and that I understood perhaps he didn't even have the authority to make a $5.95 Decision in his position with b of a and very soon I'd be taking my business elsewhere, 2 accounts with only a few thousand in them, but an inheritance of a quarter million was on its way to be put in a long term CD, but not at b of a anymore. I just clearly wanted someone to see that "yes, you earned $5.95 For your bank today and made your point", but you lost my business that would have generated far and again that $5.95, And that I would strive in any publication or forum to spread my experience with Bank of America to as many people who would read and listen.
I ended by asking him to please not respond to my emails as I would hate to see his department going into overtime mishandling a $5.95 Company error. The customer is no longer important to the culture of Bank of America. That is my message.
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