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| - Short story.... lines are long and not enough tellers at this branch. Seems to be faster down at Biltmore or Thomas / 44th location. Better yet, drop BofA and go with Chase for more personal, helpful service.
Longer story...I make monthly payments to my dad at this branch, walking in each month to deposit a personal check (from Chase Bank) into his BofA account. This month, dad received a notice in the mail from BofA informing him my Chase account could not be found (the account from which I wrote the check). So my 85 yo dad drove 30 minutes to a local BofA nearest to him where they told him the same thing.... we can't find the Chase account.
This account they can't find does exist and and it's the same account I've been writing checks from, to him, each month for about 7 years. Maybe a technical glitch? Possibly a data entry error?
So, I went into this BofA on Camelback where I deposited the check to inquire. Explained everything to a personal banker. She said I would need to make an appointment because it was 4:44 (I checked)...and they close at 5. I said "no, this is a problem on the banks end and I'm not coming back". She was in a big hurry and went to get a manager. I explained again. Martha the Manager was in a hurry too. She said she could do nothing to assist without dad present. I explained (again) he is 85 and in Michigan, and had already been turned away at his BofA. "Oh" (seemed she hadn't heard that the first time). Well, he really would need to go back again to his branch (huh?). She gave me a customer service number he could call (not me, though). There was nothing she could do to assist me to resolve the issue.
She left skid marks.
So, 15 minutes more in line to deposit a cashiers check into dad's account. I came prepared... had spoken to my Chase personal banker who said this was the 2nd time that day someone had asked home about the same issue with BofA. Very rare, he said, so it seemed there must be a technical issue. Chase banker was proactive in offering a short term solution and suggested I go back to BofA with a cashiers check... and waived the fee) .
Still breathing the fumes from Martha's tail pipes, I ran my story by the BofA teller for good measure. He's always really nice (previous visits) and patiently listened. During all that waiting, I started to question why couldn't BofA just try to resubmit the check and make sure all the routing and account numbers were entered accurately? Maybe the scanner they use just didn't read the check accurately and maybe dad's bank staff in Michigan was in just as much of a hurry as Martha, so didn't check? When I asked if he could resubmit the check manually, typing in the numbers because it may have been a scanner issue, he said that would have been no problem...he could do that and wouldn't require my father's presence at all. I declined because we already had a solution with Chase cashiers check.
So, why didn't either the personal banker or the manager offer that solution? Why did I need to trouble shoot and ask? Why were they in such a rush and treat me like a problem, speaking in corporate customer service-speak and saying I would need to come back for an appointment and dad would need to put another 60 miles on his Grand Marquis?
The problem was definitely technical and it was most likely on their end. Why not even offer to redeposit the check for good measure to see?
When I make this monthly deposit, the tellers at this branch rarely fail to ask me to set up a BofA account (at least, when manager is within earshot and its not 4:45). They've often asked me if I'd like to consider opening a line of credit or a new mortgage when I'm at the teller window. Great salesmanship. But why not offer to solve our problem when it's so simple?
It's clear that BofA focuses its training on new sales... not on retention or problem solving.... and all training is out the window when it's 4:45pm on a Thursday.
As I wrote this review in the parking lot the manager walked past my car. She was out of there by 5:25p. That's cool. I'm sure Martha and her colleagues work hard. But something going on with BofA (has been for a very long time) that prevented Martha and that personal banker from offering a few minutes, right then, to help out my elderly dad. That pisses me off.
Chase employees across the street still working. I've never felt rushed there and they are solution oriented vs reactive. Same laws, same state, same banking fees, across the street from each other, totally different culture and customer experience.
Not my first lousy experience with BofA. Will be my last. Dad is closing his account. I closed mine long ago. Was fed up. I'd been with BofA 30+ years. Had no idea until going to Chase there are banks that actually treat me like a client instead of a number, a problem, and an easy mark for a new line of credit.
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