My brother and I walked into the bank at *:** pm on Wednesday Feb *.**We stood at the...

GetHuman-bnmdeni's customer service issue with Bank of America from February 2019

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The issue in GetHuman-bnmdeni's own words
My brother and I walked into the bank at *:** pm on Wednesday Feb *.**We stood at the “reception desk” for a couple minutes and then a woman who was seated at the desk in the far right office came out to her doorway. She said (from across the bank lobby) “do you have a question?” I said I didn’t have a question, that I needed help. I wanted to add someone to my account.” She continued to speak to me from across the room. This was obviously unprofessional and rude. I walked to her and she asked if I was “her *o’clock appointment.” I said no, I didn’t have an appt.**She said we would have to wait until *:** and then if her appt did not show up she could help me. I was shocked. I asked her she couldn’t help us until the person showed up, or if there was someone else who could help. She said no. My brother was only here for a short time on his way to Washington State and we needed to get this done. His wife and small child were in the grocery store across the street picking up some things. We said we would wait.**She (a woman, Latina, **’s, blonde longish hair) walked through a door into a back office. A few minutes later she appeared at a window and again motioned*spoke to me from too far away. I approached the window and she told me that her manager said that I would have to “make an appointment.” I told her I had been banking with B of A for decades and had many accounts with B of A. She did not budge. I was very unhappy with the unprofessional attitude and the absence of any desire to help me. I said, NO, I will close the account right now. She directed me to the teller line.**I told the teller behind the window that I wanted to close this account (and I presented her with my recent statement for the acct ending in **** – a checking account with a steady balance of over $**,***. The teller said it was over the limit that she could handle and she’d have to get the manager. **Another woman came out and asked me what I needed. She clearly already knew. **During the “across the lobby” encounter with the first “customer service” representative, a customer who was writing at the desk and had overheard said “they’ve gotten too big for their britches.” This was an unsolicited comment, we were not engaged with him at all.**While at the teller window while the manger was going through all of her keystrokes and asking me twice about the numerous other accounts, another customer standing behind us and behind the first man who commented, also on his own said we should try the *st bank across the street, that that was his bank and he always got good service, never had a problem there.**We were the only customers in the bank at that point. **The manager and the *st person showed no concern at all, made no effort to help and in fact “refused to help” I asked for the names of both and had to ask twice and the manager gave me her card. Heather Briseno handed me her card (which I assumed would have the first person’s name written on it). She stated that they did not “refuse to help me” that they gave me the option of driving to the Hwy *** branch where I could be helped- this is about **-** minutes away at this time of day and my family was at the grocery store. Or I could make an appt to come back. My brother was only in town for a short period of time and I NEVER anticipated a problem like this.**I have walked into a bank (BofA in Irvine where one of my business accounts is located across from the OC Airport) with no appointment (what is THAT?) and added a board member as a signator with no problem. This was about * months ago.**I have an account with Bank of the West and I walked in there without an appt to add another person to an existing account I have there with no problem as well.**I have been with BofA for ** years. My husband and I have business, non-profit and personal checking and savings accounts with BofA. I recently chose BofA for a car loan to buy out a lease.**I will be ending all of my business with BofA because of this encounter and the unprofessional behavior. **It would have taken less time, disruption and trouble for someone to simply add my brother to my account than it did to go through all of this and in plain view of other customers.**I opened this very account with THIS branch without an appointment at around *pm on a Friday afternoon with Marla Steinberg (?) who was efficient, professional and extremely helpful.**This is unacceptable and I will absolutely share this experience with my extended network of people I work with and family and friends through my non-profit work, my neighborhood networks both locally and in Orange County CA.
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Bank of America

Customer service issue
Reported by GetHuman-bnmdeni
Feb 15th, 2019 - 8 mons ago
I have an issue with Bank of America too
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Feb 15th 8:10pm