When you search for your company on Google and realize that instead of “Swarovski” Engagement Rings, you sell the “Swastika” brand…
Look, I know I piss and moan about so many things… I guess my problem is that what I believe are “realistic expectations”, are just no longer realistic . I honestly don’t feel like I am expecting too much. When I call somewhere for customer service, I feel that a 5 minute hold time is acceptable. I feel that when you call a company for service, you should be able to get help on the first try. If it’s something really difficult, maybe the second try. I’m going to outline my last experience with Bank of America – and I’m being totally honest here, this bank is having serious problems. Tell me what you think?
The Problem: I cancelled my last business account three months ago. I now only have a personal checking account at Bank of America. I also cancelled “Online Business Suite” since I am no longer running a business. Online Business Suite was cancelled three months ago. Last week, it turned itself BACK ON! All by itself, and charged me $10. I just want it cancelled for good.
What the Solution SHOULD BE: I call Bank of America and spend 5 minutes or less on hold, and spend maybe 10 minutes waiting for a representative to cancel this service.
What ACTUALLY HAPPENED: I call Bank of America at 6:15 PM. I listen through a ridiculous automated attendant that never once gives me an option to speak to anyone, but instead manages to tell me my balance (which of course, I knew before I even called). So I had to listen to it all over again, and of course, none of the options suit what I’m calling for. I choose the closest option, which is “Did you receive a charge that you did not authorize?”.
I am transferred to a person who doesn’t understand that “Online Business Suite” is a Bank of America product, so she transfers me to the “unauthorized charges” department. I get a nice lady there who says, “I’m so sorry Joseph, I will immediately refund you the $10 charge that was charged to your account, but I’m unable to cancel this service for you. I will need to transfer you to Small Business Banking, and they will be able to take care of that for you”.
It is now 6:30 PM. I get the automated attendant, and I proceed to input my debit card number, and everything else it wants from me. I now manage to hear my account balance ALL OVER AGAIN, as there is no option in this menu that can help me. I finally find the option that I think is the correct one, and I hear, “There has been an error transferring your call. Please try your call again later”… REALLY? Ok, now it’s 6:45 PM.
I get home from work. I log into the account maybe thinking that there is some way to cancel it online. Nope. But I find a live chat window. I also tweet to @bofahelp that their bank shouldn’t be in business anymore. The people who manage the twitter account offer to call me later tonight or tomorrow, but I said, “I’m talking to someone on the BofA Live Chat, maybe they will be able to help me. (SO Kudos to the Social Media reps at BofA for at least trying).
This chat is placed below for your entertainment. I want you to also remember that I sat at my computer for 30 minutes, on top of the 30 minutes I spent on the phone, and I still do not yet have a resolution. This has not been modified in any way, other than names hidden and my personal information blocked out.
Chat Information: Welcome to an online chat session at Bank of America. Please hold while we connect you to the next available Bank of America Online Banking Specialist. Your chat may be monitored and recorded for quality purposes. Your current wait time is approximately 0 minutes. Thank you for your patience.
Chat Information: Thank you for choosing Bank of America. KB is ready to assist you. For security purposes, please remember to close your chat window when completed.
KB: Hello! To assist you with your online access, may I please have your complete business name, your first and last name along with the account number?
You: Hi Kevin, I had cancelled online business suite but it came back all by itself???
You: I called in, they refunded the $10 service charge, but nobody knows how to cancel it
You: I complained on twitter, and and @bofa_help responded and asked me to private message them my account information,and i did, but they didnt respond yet
KB: I’ll certainly help you with the online business suite.
You: i had cancelled this a few months ago, and it was gone… it decided to reactivate itself
KB: Please provide your complete business name, your first and last name along with the account number.
You: the business does not exist anymore
You: the only account is my checking which is a florida account xxxxxxxxxxxx
KB: I apologize for the inconvenience caused to you because of online business suite reactivation.
You: joseph palko is my name
KB: Please never reveal complete account number until and unless asked, as this is highly confidential.
KB: Please allow me sometime, while I access your account information.
You: oh ok
You: i thought that is what this meant “Please provide your complete business name, your first and last name along with the account number.”
KB: I apologize for the typing error.
You: no problem
KB: Thank you for waiting. I’ll be with you in just a moment.
You: no problem
KB: Joseph, I can deactivate this service for you. However, your account security is of prime importance to us. Therefore, may I ask you a few verification questions before I proceed?
KB: Thank you for the permission.
KB: Could you please let me know the amount and location of the last posted ATM transactions?
You: 3/xx/2014 -xx.xx
You: xxxxxxx Beach FL
KB: Thank you.
KB: Ignore my above messages.
You: I have to eat dinner now
You: can i check back here in a minute?
You: or do you think you have enough info?
KB: I see that you are not logged in your profile. Are you facing any problem in logging in?
You: im logged in now
You: i use the login name xxxxxxxxxxx
You: its the only one i’ve ever known
KB: Please never reveal Online ID until and unless asked, as this is highly confidential..
You: online business suite was gone for a few months, at least…
You: i dont care at this point i just want it fixed
You: ill type my social security number into this box if it means you can fix the problem
KB: Joseph, I can understand the urgency of the concern right now.
You: i am getting very frustrated. before sending you this online message i spent 30 minutes on the phone talking to someone who transferred me to number where i was disconnected
You: i have to go to the bathroom, im hungry, my dinner is getting cold and this is all over something that i should not even have to be dealing with
KB: i sincerely apologize for the inconvenience caused you. Please be sure your concerned will be resolved.
KB: Joseph, thank you for contacting us regarding your personal account. I specialize in Business accounts, but I can transfer this chat to our personal team.
KB: It will take a moment to bring them into this chat. Do you mind holding while I connect the chat with that group?
KB: Thank you! A personal account agent will be with you shortly.
You: im here
Chat Information: Please wait while I transfer the chat to the best suited Bank of America Specialist.
Chat Information: Thank you for choosing Bank of America. AF is ready to assist you. For security purposes, please remember to close your chat window when completed.
AF: Hello! I am a personal checking and savings account specialist. Please allow me a moment while I review your previous conversation.
you: thank you
you: i have to say, this company is really getting so out of control. the branches have nobody working in them, you wait hours to get the simplest questions answered. the phone system does not want you to ever talk to a human. this is crazy. i know it is not your fault, but i am getting so mad right now
AF: I can understand why you feel that way.
AF: May I know what is the problem?
AF: I will be glad to assist you with the best resolution you need.
you: i cancelled online business suite months ago.
you: i no longer have a business account
you: it has reactivated itself and is now charging me $10 a month
AF: Thank you for the information.
AF: Let me quickly check that for you.
you: my name is joseph palko i am from florida. my account number is xxxxxxxxxx – you are going to tell me not to type it here but i dont care, i am hungry and i have to go to the bathroom
you: my last transaction from an atm was -xx.xx from xxxxxx beach florida
you: i do not want online business suite!!!!!!!!
AF: Let me check the refund for you and help you out.
you: they did refund it for me
you: i just dont want it appearing anymore
you: i cant handle spending 2 hours a month trying to get this $10 back
AF: I see the refund has been already made for $10.00 to your account.
AF: I see the service is still active.
you: PLEASE CANCEL IT!
AF: Let me quickly grab the number for our specialist and help you out and cancel it for you.
you: it was cancelled
AF: I am a personal checking and savings account specialist.
you: how does it turn itself back on?
you: i dont even have a business account anymore
AF: I can understand that.
AF: The number for the specialist is 1.866.758.5972
you: I have had it for the evening. I worked all day and i contacted THIS STUPID BANK 1.5 hours ago, and I am still being transferred all over creation.
you: thank you
you: i will call tomorrow when i have 2 more hours to spare
Last text message received AF: W are available from 7 a.m. to 7 p.m. Monday to Friday and 7 a.m. to 4 p.m.,Saturday . Local Time.
I have always found it fascinating how companies just lie… lie… lie… when it is clearly apparent that what they are telling you are lies. You would think that the larger the company, the better the chances that they are telling the truth just for the sheer fact that they are big companies, and we should be able to trust them.
Recently, my Bank of America debit card stopped working. The magnetic strip has faded away and all I could think about is how I was going to go about getting a new card. There are quite a few companies out there that are a chore to deal with, but Bank of America ranks in the top five for sure. I’ve always found that they really have some incredible people that work there, but there are not enough of them. Calling Bank of America’s customer service department is enough to make you want to seriously open a vein. I prepared for the incessant hold that I knew I’d have to wait through, and I figured I’d take the liberty of rewriting their customer service script and on-hold language.
Thank you for calling Bank of America. Please listen carefully as we present you with a series of prompts designed to prevent you from actually accessing a human being. We’re going to read you a list everything that people often call about but first we want to encourage you to go to www.bankofamerica.com. If you are unable to find your answer on www.bankofamerica.com we recommend you to go into a banking center to get personalized service. The list of prompts will be read to you slowly, since obviously you are not educated, but it should take no longer than five minutes. Did you know that most of your questions can be answered online at www.bankofamerica.com? Are you sure we can’t convince you to just hang up the phone and check online first? Okay, let’s get started.
- For your account balance, press 1.
- For a list of recent transactions, press 2.
- If you feel your card has been lost or stolen, press 3.
- To apply for our lousy Visa Rewards Card, press 4.
- To refinance your home, press 5.
- To apply for a new mortgage, press 6.
- For all other concerns, please press the # key, or continue to hold… (Yes, we have to make sure 0 doesn’t work).
Thank you for calling Bank of America. Your call is not important to us, in fact, it really grinds our gears that you just can’t go our website to get the answer to your question, which most likely, is stupid to begin with. Did you know that www.bankofamerica.com is open 24 hours a day?
Due to workforce reductions, we have an unmanageable call volume virtually all hours of the day. Are you sure you’d like to continue to hold? Did you know that most of your questions can just be answered by logging onto www.bankofamerica.com? Our call volume tends to be lighter at 7 AM Eastern Time, when most people are sleeping. Would you like to try again tomorrow at 7AM Eastern Time?
Okay, I guess we can’t convince you to try our website to get the answer to your questions, but you really should. Did you know that the search feature at www.bankofamerica.com really works great? Okay, please continue to hold, and we will transfer your call to the first available, overworked human being we have working in our call center sweatshop. The good news is that the representative is going to at least be someone located in America. So even though you have to wait 30 minutes to speak to a person, we’re at least not going to piss you off even more by transferring your call to Apu, whom they call Mike for short – via a poor IP connection where “Mike” will sound like he’s being held captive in a foreign prison.
30 minutes later… You will be connected to a very hard working person who clearly has been through hell working for this greedy corporation for the past 25 years hoping that today isn’t their last day, or they won’t be let go tomorrow. The employees at Bank of America, especially the ones that have been there for years really deserve a round of applause. They may be impossible to get a hold of, but they sure work hard to help you once you get the opportunity to talk to them…