Wish they had a ZERO STAR... TERRIBLE and I am a Wealth Management customer. Supposed to be their best. LMAO
THIS COMPANY IS THE WORST AND THEY DO NOT CARE AT ALL! I have been with them for 37 years and a WEALTH MANAGEMENT CUSTOMER. Been since Bank South and Nations and they keep getting worse. It's the same the biggest does not care, loses some clients and they could care less. Think Anyone even reads this? NO How can they be so bad. The Branches are THE WORST. Try and call one to speak to someone NOOOOOOOOOOOOOO... Drive Through banking NOOOOOOOOOOOOOO Automated video tellers NOOOOOOOOOOOOOOOOOOOO Good hours NOOOOOOOOOOOOOOOOOOOOOOOOOO
Really If I didn't have a good friend that is my wealth management guy I would NEVER bank with them. Tell me ONE THING they do good for service. A JOKE

As a LONG TERM customer with an extremely good banking history, as well as a great credit rating and history, I was truly shocked by how poorly I
Was treated and 'handled' by the Bank of America 'system'.
I am 70 YOA now, financially stable, and I'd been a customer of BofA since I was a very young man. (Back when the local bank was named Seattle First National).
I had always maintained a great banking relationship with BofA over the many years I had been with them. I also had a Alaska Airlines credit card for at least the past 25 years and used it for specific business related travel and expenses. Because I used it limitedly and specifically there were not regular charges and I usually paid it off quickly when there were charges.
Over a year ago (in 2022), I put an approximately 16K charge against my credit card and set up auto pay payments much greater than the minimum amount due each month to pay it down and reduce the balance rapidly. I made the error of setting up the autopay for only a set number of payments instead of indefinitely. I did not catch that the automatic payments STOPPED and I had a late payment penalty. I went into the branch to correct the issue, not knowing, (not understanding at that time), why the automatic payment didn't work and go through properly. Oddly enough the banker I met with didn't understand either, and whomever it was she contacted via the phone was totally unforgiving. The 'contact', would not reverse the $39 late fee, and could only request a 'review' of the situation. The banker did however assist me with re-setting up the automatic payments and we discovered what was likely my error in setting it up the first time for a set number of payments.
ANYWAY-
When I looked up and reviewed the next on-line statement there was an additional fee from the time over-lap and nothing was reversed or credited.
I went back into the bank and when it was readily apparent that the banker or whomever she once again contacted via phone would not immediately reverse fees and charges, I choose to pay-off the entire balance due.
I was sent thru the teller to do so and based on the conversation I absolutely and honestly believed I was paying off the entire balance.
The TELLER gave me what I could ONLY ASSUME was a Pay-Off balance.
Because I was set up on paperless statements AND believing that the amount I was told, and paid, was the entire amount owed; I paid no attention to my Bank of America account for the next few months.
In January the ANNUAL FEE for being an Alaska Airlines card holder is posted and I looked at the account, only to realize there was a severely overdue balance.
Of what was initially a fairly SMALL amount of accrued interest from the days just before paying OFF the balance due months before. HOWEVER now, in addition, I owed 3 months of late fees and additional interest expense to the tune of over $100 additional dollars.
This time I DID NOT go into the branch, but instead called the number on the back of the card.
I explained everything and pled my case. The ONLY ANSWER I received was that he understood the frustration BUT could only 'request a review' to have late fees, charges and additional interest reversed. ALSO, I had to pay the past due balance before that request could be submitted.
So I paid Just Over $100 and was told there would be little... to no balance due... and potentially actually a credit balance, IF they reversed the amount of the late fees as charged.
Next I dicover my Credit Score has dropped from the high 700s, (even from as high as 798 just years ago), to 676.
Shortly after that, I received a letter from BofA saying my credit card 'credit limit' was being reduced to $500.00 - I called them to re-explain EVERYTHING.
I referenced the Teller having given me the bad Pay Off information and even though I was ultimately responsible for not reviewing my account on-line I hoped that they would take that into consideration because I felt it was paid in full. Almost rudely he told me it was VERY CLEARLY stated in Red on my monthly statements that the statement balance due continues to accrue interest after the statement date.
I mentioned that I was complying with the 'save the environment' movement and did not receive paper statements. Instead of taking it lightly, like the jokingly intended way I said it... again, rather rudely and defensively, he said its in red on the statements AND I am responsible to read my statements whether in paper or on-line. He didn't want to hear about my request and intention to PAY OFF the card... only sticking to the statement and statement balance accrues interest POV; so I doubt that my position was referenced in the request for review YET, I still requested that the $17,500 credit limit be reinstated. I was told that ONLY a request for review could be made it wasn't his place to do anything but place the request.
Next, I received a letter saying the request was denied - primarily due to my 'severely late payment history'.
The letter referenced TransUnion as the main resource of information.
I called, spoke with the credit reporting company representative and requested a detailed copy of my credit report. She could not, would not disclose anything but she said my request was processed and I will be receiving a full copy of my credit report via mail.
To my knowledge BofA is the ONLY creditor that could have reported anything BAD creating the bad score, and so, I am anxiously awaiting the report.

Now, today I received another BofA letter stating my account and request were reviewed; the $39 dollar late fees for November December and January Would Not be reversed and that was their Final Decision.
I called the number on the card confirming the balance due was $94 and change. Because of the Past Experience I reiterated that I wanted a final, total payment amount. Very surprisingly he said that was the correct balance because they can calculate the additional days of interest,, and that's what he already did!
And even though that spoke directly to the heart of my original issue, I let it go and got him to agree to credit back the annual card fee of $99.00 - called it a push, and CLOSED MY ACCOUNT.

After a 50+ year relationship, I will Never do business with Bank of America again.
Saddly, to my knowledge and belief, I really don't think they care.
Wil F.
February 2024

I have been banking with BofA for almost 8 years and I am a Patinum rewards customer. For the first time I needed your customer service agents to help me and your agents on the phone literally harassed me, transferring me from one department to another WITHOUT EVEN LISTENING TO ME OR MAKING ANY EFFORT TO LISTEN to what I had to say for three long hours. Everyone was a headless chicken blabbering without knowing which is the correct department that could help me. I was in tears when I hung up and decided to go to your Superstition Springs office ( E Southern and Power) hoping that I would get some help. 6 days ago, my DEBIT CARD details and my online banking details (user ID and password) were compromised due to a fraudulent text I received saying my card had been suspended and I needed to click on a link ( that took me to a webpage that looked exactly like BofA). I called your customer care immediately and reported the fraudulent activity. They transfers me to your fraud Dept, cancelled my compromised debit card to send a new one in mail and suspended online banking. I am a student / future healthcare provider, working 14 hour days in the middle of nowhere with ZERO signal and no access to internet, so I had to wait until yesterday, Saturday Aug 27 to be able to drive back home where I'd have internet to change my online banking details and get my account re-activated. I work 200 miles away from home until the end of September, so without online banking I have zero access to cash or any suspicious activity on my account and with limited phone signal and busy work schedule, it is impossible for me to make calls and wait fir hours just to get through to a rep who can talk to me.
I called your helpline at 9 am and was transferred to debit card dept, online dept, online fraud dept, online debit card fraud back and forth a million times without getting anyone yo help me re-activate my account. NO ONE KNEW WHAT THE HELL WAS GOING ON. Online banking said they can't reactivate it because it was the fraud department who blocked my account, the fraud dept said it was debit card fraud dept, who then said it was the Digital debit card fraud who asked me for a claim number which I didnot have because I was never given one, so they put me back to online banking and the same cycle went on for 3.5 hrs. At noon, I gave up and went to you branch hoping we would get some help. The lady was kind and did everything she could. She called your fraud department with me sitting right there listening to the call, and to no surprise, her colleges threw her in the same loop. She was thrown from one dept to the other, just like I was and she was a manager. I could see the frustration and embarrassment on her face. She was in shock because every agent she spoke to said the same thing "yes mam, I have spoken to my supervisor and it is dept XYZ that you need to talk to. I am 100% sure" when the truth was THEY had no idea, neither did their supervisors who recommended the next department.
Seriously, she couldn't even look me in the eye.
Bottom line - 6 hours of messing around and NOTHING. And this is a Platinum customer, banking with you for 8 year, a professional, needing your help for this one time, due to a very serious emergency ( Fraudulent activity on account) and this is what I get? I can't even imagine how your people torture those who don't have the resources or awareness in their time of need. I will ensure I share my story with everyone I come across moving forward on every social platform and tell people ABOUT THE ABSOLUTE COMMUNICATION BREAKDOWN that exist between the 10 million departments you have created without anyone knowing what they are supposed to do. Not just with external customers like myslef but your internal teams can't even help each other. The lack of empathy towards the inconvenience this causes to hard working people like us is SHAMEFUL AND TOTALLY UNACCEPTABLE.
You need to fix your systems and train your staff to be nice, listen and HELP … isn't that what they are being paid to do in the first place?
Thanks for nothing, please feel free to share my feeback with all your SUPERVISORS, hopefully someone who cares hears me out and lends a helping hand.

My issue began March 3rd, 2021. I made a reasonably high dollar purchase online using my California EDD unemployment prepaid debit card: issued by Bank of America. This raised a security flag & temp locked my card. This is common & so I called in to verify the charge and unlock my card. The agent I spoke to was very stern & was speaking to me the entire time as if I had done something wrong & even made the remark " this Unemployment scenario is terrible, between that and everything going on nowadays never a bad time for a little retail therapy to keep you people sane". A condescending blow because he's referring to people who were laid off due to Covid as "you people" & then another additional blow to me personally regarding where I spent MY own money, which he had ZERO idea what it was actually on & was making an assumption based on the merchant from where it was bought & my previous account purchases. He validated that last part because after putting me on hold for 30 minutes to review my account he returned to inform me " after a review of your account we are NOT going to remove the hold/block on your card at this time". "You are going to need to contact your "sponsor" (which is OBV EDD) and have them submit to us a completed BENEFITS ELIGIBILITY VERIFICATION form. A what? First of all one does not just contact EDD and have them do anything. Lets just clear that part up. Getting EDD on the phone is another task that you basically need a masters degree in doing.

I contact EDD finally & am informed there is no ACTUAL Form persae. Its more like they just verify all my personal information with me and then its updated and by them continuing to to issue me my bi weekly unemployment benefits via direct deposit into my Bank of America card account th6e system on B of As end will reflect there are no more issues at all. Because why would there be any. Let me rephrase that in one of the simplified contexts I have had to use with Bank of America to TRY and get them to process the issue at its core. EDD is saying " Your account is fine. There are no issues with your claim, no issues with verifying you & no further actions we are able to take that we haven't already to inform B of A of this. We are going to continue to deposit money for you into your B of A account, every two weeks that you certify. " For the past month ANY time I would call B of A they would verify EVERY piece of verifying info they have for me including sending a code to my phone and my security question I setup. Then they would tell me they still have not been notified that my claim is verified yet by EDD. Keep in mind one of the questions they ask me when verifying me when I call is
"when was the last deposit from EDD made"? Which is usually a few days prior because I call these people every couple days. Some will tell me they COULD unlock it if they could get direct info from EDD. Others will tell me their system won't even allow it. Most will literally gaslight me and tell me I NEED to call EDD this is their issue. And some will just repeat " You need to contact your sponsor and ask for the form". On April 12th I was somewhat lucky enough to reach an EDD agent who was determined to figure this out. He filed what's called a EBP ID ISSUES LOG with the EDD technical support team to try and fix it. But still was certain and confident that there was nothing more EDD can do. I began contacting B of A daily at this point explaining to every agent at their high level dept called: RISK what was going on, all the points & repeating over and over there is nothing more EDD will do this is a Bof A issue. Why are you ignoring the fact that I am still getting payments!? Not only that but when I login to the app I can't even see my account balance or account history at all. They have all the info blacked out.

Then something different finally happened when I called in on April 22nd. They placed me on hold and then spoke to someone and came back & said okay so you will need to go into a Bank of America branch with TWO forms of ID and then have the branch manager either call us or call us and then hand them the phone & then we can unlock the account! So to verify I said "You want me to actually go into a public building to show 2 forms of ID & speak to the bank manager & basically give him or her no choice but to contact you & you want me to hand over my own device that my mouth is near everyday to speak to you?" And this is on the assumption that I am able to even leave my house or feel comfortable enough to go into a bank? If I have had covid recently (Which I HAVE. 2 weeks ago!) im just SOL? L regardless went into the bank the following day with two forms of ID & the manager contacted them after explaining this whole story to him & they said my card would be reactivated in 24-48 hours. Tuesday rolls around and would you believe me if I told you that the CARD STATUS IS: LOCKED. Still! So I call Bank of America back and talk to them I tell them I went into the bank etc etc. The agent at RISK tells me " Well then you are going to have to give EDD a call because this is obviously an issue on their end"! LOL. WOW. I hit him with all the logical points because B of A also fails to adequately note ANYTHING. So also keep in mind I have to Re EXPLAIN EVERYTHING I just did EVERYTIME to EVERY person. Which also keep in mind has resulted in more hang ups and transfers due to the rep being to lazy or annoyed because they dont know what to do then you care to know. And the hold times to get to these reps has been up to 2 hours max. Anyway. After re iterating to him AGAIN his final response is this: "Oh" here is the issue "You need to contact your sponsor EDD & have them complete and send over a Benefits Eligibility Verification form. I hung up.

This has been going on for 2 months. EDD has been actually polite and helpful and BofA has been rude, unprofessional & very condescending 90% of the time and been providing me with false and misleading information. I am relying on this money to support my family. Both of my grandparents lost their lives in a disturbingly difficult battle with this virus not even a month ago & it we weren't even able to hold a funeral service. Our children are suffering because our benefits have been unavailable for 2 months while they continue to accumulate as I certify every 2 weeks & still have not been able to return to my job. Please if there is anything you can do to help I am begging you to do so. I dont know where else to turn with this.

On August 13th 2020 at around 3pm I talked to VANESSA who works in the consumer and small business department and I had the WORST experience I have ever had being a Bank of America customer.

Backstory: I opened a business bank account on August 7th. I called in to open an online account and I was told that I could not open an online account because I did not have my checking account number and I was also told that I had 7 days to fund the account and that I had to go in person to do so since I didn't have my business debit card or my business account number yet.

I called back again a couple days later and talked another representative to confirm that I only had 7 days to fund the account. I called because alot of bank's are closed in Georgia due to covid so I would I have to drive pretty far to get to a bank that is open and before I do that I wanted to confirm that this 7 day rule was true. The agent on the phone tells me I have 30 days to fund my account.

So now I have one rep telling me that I have 7 days to fund my account and another telling me I have 30 days to fund my account but both agents told me that I can open my online account for my business account by calling in once I had my checking account number.

The rep who told me I had 30 days to fund my account sounded less certain to me so instead of risking it I decided to waste 1 hour of half of my day and go to the bank in person. Better waste time than have my account closed is my thought.

So I go to the bank and fund my account and get my checking account number.

I get home and I call to set up my online account and that's when I had the misfortune of talking to Vanessa.

From the beginning of the call she sounded like she didn't want to be bothered.

She asked me the name of my business and I told her and she said she would put me on a brief hold while she pulls up my account. It seemed odd that she needed to put me on hold just to pull up my account but that being said I was okay with that and didn't feel one way or another about the action but it did feel odd.

Then she tells me she's having problems logging in and asked me if I wanted to call back at another time. I was fine waiting…I just wasted almost 2 hours having to go in person and stand in long lines at first outside then inside. So of course I was fine waiting and I told her "take your time I will wait"

Then she asks me what I needed help with and I told her I wanted to set up my online account. She tells me I can't because I have not returned some paperwork in the welcome packet.

I expressed my confusion because two other reps told me that I could set up my online account once I funded the account in person and had my account number.

Then Vanessa goes on to say I would have to go back in person to set up my online account or wait for the welcome packet. At this point I was frustrated because I just came from a 1 hour and half trip to the bank and I mentioned setting up my online account to the teller and I mentioned that I was funding my account so it wouldn't close and that I would call to set up my online account and the teller never expressed to me that I needed to set up the account in person…

I told Vanessa what the two other reps told me and I asked her what the rules were in regards to funding my account. She says "I need to transfer you to the sales department because they know those rules. I service accounts I need to transfer you"

And I say "I never talked to the sales department I talked to your department and they told me two different things…

She says "I need to transfer you to the sales department because they signed you up" so then I had to reiterate that I signed up online and I NEVER talked to the Sales department (keep in mind…in this exchange she's raising her voice and I'm matching her voice tone).

I also restated what I was told by two different reps…At this point I'm so confused I just want to know the rules…So I ask her "Are you saying that you can't find out the rules in regards to how long I have to fund my account" and she says "I'm not saying that"

First of all she didn't answer my question and second of all if she can tell me the rules (keep in mind two other people in her department told me the rules so I don't believe her) why is she trying to transfer me? It's like she didn't want to help at all!

At this point she tells me to lower my voice. (In my mind I'm speaking in a way to match her voice tone). Then she immediately says "I gave you an answer and you need to call back another time goodbye!" (she did not give me answer!)…At this point I'm yelling "do not hang up do not hang up" she puts the phone down for 5 seconds (I can tell because I can hear the background) then she hangs up and I know because I heard a click.

So then I call back and I talk to a different rep and GUESS WHAT!
Apparently I CAN open an account online just like the other two reps said! So I opened my online account!
This rep was also very nice like all the Bank of America reps I usually speak with.

So now this begs the questions.
Why did VANESSA tell me that I could not open an online account when I could?
Why was Vanessa so rude in her tone of voice?
Why did she hang up on me just because I was asking questions to get an understanding of the situation (which is a reasonable thing to do when when you were told by two other reps that you could open an online account (and they happened to be right!))
Why did she claim that she could not tell me the rules when that was obviously a lie as well! ( all three business account service reps were able to tell me the rules except her)

To sum it up:
Vanessa was rude!
Vanessa was Wrong and most likely a liar!
Vanessa could have caused me to waste an additional hour and half if I really needed to have an online account.
Vanessa hung up on me!
Vanessa lied! (She lied about not being able to give me the rules pertaining to my account AND she either she did not know that I could open an online account or she lied on purpose!)

The reason I'm writing this:

I want to have it record because if there is a pattern of behavior like this from Vanessa it needs to be dealt with. Everyone has a bad day…If she was just having an off day that's okay! But I felt like it was my duty to report this because if this is more than just a bod day and if Vanessa has a history of behaving this way then the Bank of America I know and love should NOT tolerate this behavior and take appropriate action!

Great

Nice service and timely too.

No complaints I've been with them 20+ years

We have never had a issue!

$#*!ty options, $#*!ty service.