TROOOOLY STOOOOOPID Customers! - Bank of America Customer Service Message Board Discussions on Bank Of America Sucks : Official Bank of America consumer opinion site :

BofARepMark

I'm sure there are some of us that had been on the phones for a while, or still can listen in on a call, or some of you that still take calls, or are in an environment that maybe even deals with customers face to face, that has had to stifle a roll of the eyes, or has to hold back from busting out laughing, or has put someone on mute/hold to just yell out, "I can't friggin believe this friggin IDIOT!..." that would have a story to tell or something to tell that the rest of us can relate to. Or just something to let those of you that are complaining customers just how you come across to us and probably to anyone that is a bit objective and honest. So here--lets hear some of you!

Halleck

Doesn't take too long to figure out that Bossman (a bit of an egocentric monicker), BofARep and Freedomtoact are all the same person...

BofARepMark

So to start, I was sitting next to someone on a team that was struggling with handle time and was live listening to a call and in came a call from someone that was calling "on behalf" of her account. And right away, you know, what runs through my mind is "so where is your account that it can't come on the phone.." LOL. Ok so, so much for "on behalf" oh her account...

So she had a number of things that were upsetting her for quite a while and she thought BofA was charging her fees unnecessarily and was letting transactions go through her account--and to top it off she told the rep that she was looking at her ONLINE STATEMENT and was getting very upset.

So she said she had two transactions for $40 each done on the same day and one was a duplicate and fraudulent. The date was Nov 1, 2011..and she called yesterday February 6! She said one was to a taxi in NY and the other was a duplicate and fraudulent. So the rep asked her if she had take then taxi ride and she said "Yah it was bout $36 and I gave him a $4 tip" Ok so the charge DID say NY TAXI $40, so where is the problem. Her reply: The other is fraudulent, they charged me twice. So the rep (a little bit of a smartass) asked her, " well is it a duplicate charge or is it fraud.." She said, well maybe a duplicate.

So he looks at the item and the Descriptor is "Phone Payment to BofACredit Card XXXX" Its RIGHT there, so he told her " that other $40 on Nov 1 is a phone payment to your Bank of America credit card" and she asks, "who's credit card did it go to?" He asked her "do you have a credit card ending in XXXX ?" and she said she did. Then he told her it says Payment to Credit card XXXX and had her click on her credit card for Nov 1 (All online mind you) that said "Online Payment from Checking Account XXXX....she was silent! LOL

Well then she said she changed her address but her statements continued to go to her old address, so the rep say that her last address change happened on Jan 22, 2012. He asked her when she changed her address, and she said "it had to be after January 15, because I couldnt move until that Martin Luther weekend.." So he asked her if Jan 22 sounded right. She said "Yah and I even called back to check and they said it was changed, because I didn't want my statements going to my ex boyfriends address, but he dropped off my January statement so you guys "F-ed up! and I want a manager.."

So he asked her the date on the statement her boyfriend had dropped off and she said "its my January statement and I changed the address on Jan 22, even you just told me that.." So he asked her again about the date on the statement----Jan 6, 2012-- LOL

Then she said, "well I need to file my taxes and you guys have not sent me my interest thingy.." He asked "1099?" He told her..."your tax statement for the IRS.." She agreed and said your website says I have to report it if its more than $10. So he looked up her interest and it was $6.14" and then he had her click on her savings account and add up the interest--- $6.14. So the banks don't report it and she doesn't report it.

Then he asked her if there was anything else he could do for her or if he had answered all her questions--she first then said, "no thats it!" then said " well I'm sick of you guys, you guys always screw up like this, how can I close my account?!..."

Just another troooooly stoooooopid customer!

xstortionist

This is all speculation, so what was her name? You just making up stories to make you and your team look good.

You guys are pathetic, go get a real job, stop talking shit behind peoples back.

unvaluedtaxpayer

Thank you B of A representative for providing a shining example of why we hate your bank. You continue to prove, in writing, that B of A reps do not even have the discipline to refrain from commenting about customers publicly. You are doing your bank a great favor by degrading your customer base, and further promoting the image of your sleazy institution.

All of your posts continue to solidify our points. Keep posting!

Halleck

Can you imagine how badly B of A exposes its employees to hostility that they feel the need to even come here on their own time to lash out at customers? It must be very difficult to deal with so many customers that are upset over their treatment by B of A and have to fake civility and concern with these customers on the phone. Anyone can do that a little bit but B of A "customer service" staff must be exposed to negativity and stress on the order of police officers, ER doctors, fire fighters, etc....except they do not get paid or rotated like on those other jobs. And B of A employees have to lie continuously as well. Very stressful.

JTL54

Incompetence and arrogance is an incredibly bad combination in a customer-service business.

FormerVP

Halleck

...or you could just go to a financial institution that's more liberal and honest in respect to how it charges "fees."

FormerVP

FormerVP

Halleck

I'm skeptical over the value of "intelligence" when you are dealing with an organization in which, in your own words, "9 out of 10 were people complaining about overdraft (NSF) fees, many where the callers were yelling at the associates. Plus there is the pressure to cross sell products and meet performance metrics."

It seems that an intelligent person could reasonablly expect to encounter an inordinate and reletively high level of problems when associating with B of A. You can be a very clever person and still lose at Three Card Monte...it's not the intelligence factor as much as the slight-of-hand and dishonesty of the bank, er, I mean dealer. That's been the experience with SOOOOO many of us here.

Teensy

Well, and frankly, as I've said so many times before, banking should not be inherently risky to the relatively unintelligent. That is just morally reprehensible. Banking at the most basic level has become fairly essential to modern life. It's easy enough for clever, ambitious, upper-middle class people to come here and say, "all you have to do is work the system, and it will pay YOU, instead of you paying IT!" But we all know that banking has become deliberately complicated in order to fleece the less fortunate, gullible, easily intimidated and easily frustrated among us. Unfortunately, no one noticed until they got careless with the algorithm and the fees started hitting the middle class.

javagal

Does BoA suck? Um yeah. Seeing that I worked at that seventh level of hell for 12 years. Does a percentage of the customers act like that on the phone, yes- yes and yes.

People's phone manners are disgusting. Banks are just that, banks. They are not non-profit, never have been non-profit, never will be non-profit. They offer a service, that has fees which ALL banks have. Fees aren't new, they've been around forever. Get over it.

Your customer service sucks? Well do to cut backs, BoA is firing long term employees for flimsy and stupid reasons, hiring new ones who wouldn't have made it through the door years ago. They don't care that they don't get a pension, incentive or any of the other perks as they are getting hammered by jerks on the phone who are rude, ignorant and just plain stupid when it comes to their finances. It sucks going to work everyday, because it's that or live off the state- you take your pick, knowing you're getting it up the you-know-what, while the upper management and stockholders are rolling in the dough.

Teensy

Well, it wasn't "do" (sic) to cutbacks when I was getting crap service. It was due to the fact that they've always had high turnover in those call centers. Please. We've all heard how they only hire "the best of the best." Maybe that was true, but it only speaks to the pathetic applicant pool for those jobs. No one with another option would work there.

alyissinful

I don't know of any long term employee that are being fired for fake or flimsy reason they are being fired after mutiple attempts to coach them, and put them on action plans over and over before they even get to the verbal warning and written and final written and possible termination. That's because BofA is stepping up its customer focus and wont tolerate mediocre phone reps or banking center reps and its working. Already if you look on Agent Webstation you can't get time off or schedule days off in May or June or July because new products are being expanded to states and the demand is expected to be very high, just like our new PREFERRED gate that already has overtime every day because of the high customer demand.

New hire classes are being formed in centers and people go through 3 interviwes plus assessments and many are no longer making it on the floor, they are told to go early into the training because the instructors can tell they are just there to do a job rather than start a career and half way through the class their true colors show.

But customers are stupid and its known that only about 12% of our customers ever call us, the other 82% never call and never have a need to go to the bank and never have a need to seek technical support for online banking. Can someone tell me how you call your bank for online banking help and tell them that fo for two weeks you can't get online and you enter your online ID and/or Password and can't get in or you tell us you have been trying for two hours and see your site key but your password doesn't match and then when you call us--you can't even get to the website??? Ask us what the website is called? Ask us if its BofAOnline.com or bankofamerica.com, and then can't even maneuver an address bar or a google search?? How can you call and get 22 password resets in 3 calendar days and tell us its not your problem, it's us? How can you say these people are not stupid when they preface every call by saying how many accounts they have and how long they have been customers and how long they've been online and when you ask them for their account number they ask you where they find it? Or ask you if its the middle set of numbers, and they don't know how many accounts they have or what kind of accounts and they are labled FREQUENT CALLERS on the screen and you know, you just know they've asked these questions 33 times this year alone?

And how many people that have had accounts for over 10 years or more, how many called us Good Friday this year and every year for the last 10 years, to ask us if we're open when we are answering the stupid phone, and how many called us again this year to ask us if we're open Easter Monday? What the foos is Easter Monday? You know these same people for the last 20 years call the day after Thanksgiving to ask us if we're open and hello, we are answering the phones!

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