Bank of America Complaint - Horrible Customer Service
I received a message from an automated voicemail saying to return a call to BAC Mortgage - that it was not a sales call. I immediately returned the call and spent 20 minutes on the phone with a representative who told me that they had not received my May payment for my mortgage and asked me to fax a form in with my account information showing the payment. I was skeptical with it being the bank and asked him why he was not able to view my account to see that I had made the payment and he said that BAC does not have access. Afraid that he might not be with the bank and fraudulent, I did not share this information with him. Instead of dealing with the issue internally they said that they needed to transfer me. The representative hung up on me. I called back and explained my story again and the representative again accidentally hung up on me. Next time I contacted BAC the representative answered the phone and said "who am I speaking with?" After telling him my name he asked me "are you asking to speak with this person" (meaning me) and then I answered "no I'm the customer telling you my name." It was horrible. Spent two hours on the phone with them and no one had answers. I was in tears after 2 hours of them wasting my time. Finally called BOA and they were able to somewhat help me but still the service was not that great and got transferred 10 times. Called back today to check on the issue that still had not been resolved and again got transferred 3 times and after 2 hours I told the woman on the phone I didn't care what department she worked for that she would stay on the line with me and conference all of the departments necessary to get me the answers that I need. Only after telling her that I was going to write a review about them did she offer me prompt answers. If I didn't have so many accounts with them I would pull all of them from the bank TODAY!!! So frustrated. The worst part is that I am on vacation and the issue is not even my fault. They should have handled it internally and followed up with a call after - now that's good customer service.
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