I have waited a few days to write this review because, frankly, I had to have time to cool off.
A few days ago, I went to deposit a check in the ATM behind the building. I put the money into savings. When I received my receipt, it showed a NEGATIVE balance, even after I put in a rather large paycheck. WHAAAAA?
So I went inside and spoke with a teller. Turns out, the money was deposited into an account I closed three years ago that wasn't supposed to be linked to my debit card (and never had been). Apparently the account wasn't really closed properly by another teller, so it had been sitting around accruing fees for years and years. When I put in my check, the fees gobbled it right up. I guess three years of fees is pretty steep. This is an account that "doesn't exist anymore," so I had no access to it and no way to see what was going on. Kind of incredible to think that something in my name was sitting around with a negative balance of that long. Kinda scary, actually.
My teller opened a "commit case"... basically a promise that they will rectify the situation and sort it out by a specified date. The idea is that you have to do no leg work - they know they screwed up, and they are gonna fix it. Well, of course, the date came and went with absolutely no money deposited into the correct account and no correspondence. Furthermore, I called the BOA hotline associated with commit cases. The agent indicated to me that the commit case was handed back to the local bank within 24 hours of being filed for them to finish it up. Someone dropped the ball.
In a fit of controlled rage, I went into the bank to speak with the manager. She let me know that, oh by the way, we fired the person who was assigned to your case and no one knows where your records are. Come again? So you mean to tell me my money would still be sitting in a black hole - an account that "doesn't exist" if I didn't come in and pester you about it?
Things happen. Employees get fired. I get it. But in the end, how can you expect me to remain understanding when you tell me you lost my records? It's a bank, for God's sake. You handle money. Lots of it. YOU'RE NOT SUPPOSED TO LOSE THINGS. ESPECIALLY NOT MY MONEY.
I spent a grand total of THREE HOURS in the bank trying to get this fixed. I got passed from one manager to the next, to an associate, back to the manager, to another manager, to a manager on a BOA hotline, to the assistant manager, back to the general manager, to a teller, to the assistant manager, and to an ATM. That's a lot of passing. The associates had NO idea what was going on. No one knew why it happened or how to fix it. This is WHY you have commit cases - to give yourself time to solve a complex problem before you have a pissy customer sitting in your chair.
Worst of all, the managers kept leaving me in the office to greet other guests and solve their issues, leaving me all alone in their offices to sit and stew. That's part of what took so long - rather than having one associate commit their time to helping me until the problem was resolved, I was made to wait for three hours when I shouldn't have had to handle it to begin with. I must be more patient than I thought - I didn't swear ONCE. Okay, maybe some muttering under my breath, but that doesn't count.
I went to put more money into my account tonight. I was frightened to use my card, because I was just waiting for the big bad BOA monster to gobble up my money again. I don't think I'll be staying with this bank much longer. I don't think my sanity can take it. I DO have other options, ya know.