Complaint Review: Bank of America

To the President of Bank of America,

 This letter is to inform you of my utter disgust and abhorrence with your company and the absolutely vile unprofessionalism and lack of service of your customer service representatives. 

After being what you dare to call a "valued" customer for 8 years, I had a minor issue with a check that I had written. I had made out my rent check for the month of July and within a day had an emergency situation with my vehicle. Realizing that I now did not have sufficient funds in my account to process the said check I called Bank of America customer service on the morning of July 6th, 2011. I asked the woman I spoke with if she could please hold the check an addition day until I
was able to put more funds into my account. Upon telling me she cannot do that, which I know to be false since I have requested the very same be done many times over in the years I have been a customer, I asked if it was then possible
 for her to hold it simply for a few hours until I was able to come up with funds. After very rudely telling me she could not do this I explained to her the damage that would be caused with my landlord if my rent check would be returned, including possible eviction. Given the current state of the economy I would have hoped that this be understandable. However, it seems that Bank of America and its customer service employees care nothing about the state of the economy or its affects on its customers. After again stating there was nothing she could do, I asked to be transferred to her supervisor. I received the same information about there being nothing the bank could do to hold the check, that it would be returned that same day, and there was nothing that could be done.

She then promptly hung up on me.

Highly upset, I proceeded to explain to my landlord my situation and that the check they had submitted to be cashed would be returned and that my rent would be late. Several days passed, during which I had made two transactions. I was then able to establish the remaining funds to add to current funds in my account to then get a money order and pay my rent. On the morning of Tuesday, July 12th 2011 I checked my balance before leaving the house and noted that there was approximately $550 in my account. I then went to my local branch and along with cash, purchased a money order; $495 was withdrawn from my account. Later that day I withdrew $20.

On the morning of Wednesday, July 13th 2011 I checked my account online and to my horror and immediate fury saw that I had been charged another $35 NSF fee which has caused my account to be overdrawn. I instantly called Bank of America customer service and demanded to know why I had been charged another NSF fee. The person I spoke with, for once, was very kind and apologized for the trouble and informed me that he would be happy to refund me both the NSF fees, although I had only requested to be refunded the second, most recent one. I asked if I was going to be charged and overdraft fee even though it was Bank of Americas error in charging me the second NSF fee causing my account to be overdrawn to begin with. He assured me I would not be charged and overdraft fee.

Extremely disgruntled by the entire fiasco, I went online first thing this morning to check my account and make sure everything was in order. Now, this is where my disgust and disbelief hit the roof. Amazingly, there in front of me, my computer screen is telling me that I have a $35 overdraft charge. Stomping to my living room I pick up the phone and call Bank of America customer service. Trying to suppress my rage, I explain to the girl on the phone the entire situation from day one to current.

Unbelievingly she tells me that I need to explain to her why I would like a refund for the overdraft charge. I calmly let her know that I just did explain why. Confused, she tells me she is going to get her supervisor on the phone for me. Frustration does not begin to describe how I am feeling at this point. After being transferred to a manager I proceed to tell him that I am simply tired of going over this same upsetting ordeal over and over again and can I please just be refunded.

After almost an hour on the phone with the man, he tells me that he does not see that there has been any bank error and is going to deny my request for a refund. I ask him how in the world can he possibly not see the error, upon which he tells me that the conversation is over and he is going to hang up. Instantly furious with the prospect of being hung up on once again by what are supposed to be customer service people for crying out loud! I ask to be transferred to HIS supervisor. He then transfers me to a disconnected number.

Here I am, sitting in my living room in a stupor, wondering how a company that I have for so many years loved and trusted instantly turn to being unfriendly, unhelpful and all around horrid. I pick up the phone and call again. As soon as a young woman answers the phone I burst into hysterical tears and ask to please just be transferred to her supervisor. Once again, I explain the entire thing, and am once again told my request has been denied.

Now please tell me, how does a national bank that no doubt has billions of dollars, denies the request of one hopeless woman who is having a very hard time in life at present, deny here a simple $35? I have reached my wits end and have resolved to close my Bank of America account and go the more reliable, friendly and fantastic local bank and they can take joy in knowing that they will now have me as a reliable valued customer.

You can rest assured that I will be telling everyone I know, and making sure they tell everyone they know this story and fingers crossed that you will be losing a large chunk of customers. I will also be taking this letter to my local paper and have it published. I know full well that losing what to you will be a small customer base will most likely not affect anything on your end; but it will make me happy knowing that I have saved many people from suffering your loathsome customer service and overall despicable business ethic.


Yours Truly,