When Did Banks start Hating on their Customers?

What is the point of having a customer service account on Twitter if you won’t even engage your upset customer?

You may have noticed, I’ve complained about Bank of America before. The first time was when the website was down. The people controlling the Twitter account said it must have been an internet issue on my end because it was working fine for them.

When I told them that the rest of my internet was working fine. I didn’t get a response.

For the record, I have low account balance threshold alerts set up. I should get an e-mail and a text, but can only seem to regularly get the e-mail. I got an alert at 5:53 a.m. Too bad after I checked my account, I found out that I got hit with a fee yesterday what looks to be early. (Bank of America doesn’t timestamp the transactions.) Frustrated, I sent out this tweet: dear @bofa_help it is beneficial to have a low balance notice sent BEFORE fees kick in. sincerely, a disgruntled customer.

I’ll just say the response was faster from friends who have had a bad experience than the actual @bofa_help (who I still only just heard from.)

A rather smart, business savvy friend said he’s personally heard complaints from all levels of customers of Bank of America. From simple checking account holders up to multimillion dollar loan holders.

I’d love to switch. Unfortunately, I’m a bit hand cuffed as my current company uses Bank of America. Since I have direct deposit, I can get paid a full day earlier for taking advantage of this arrangement.

All I really wanted was someone to listen to my complaint. Too bad the people listening were also irritated instead of the people with the power to help.

10 a.m. Update: Bank of America contacted me again to say I wasn’t following them and therefore couldn’t DM me an e-mail address. That has since been rectified, but still no e-mail address to a real person.

A great local bank, Landmark Bank, recommended in the article here by Justin Willett contacted me on Twitter to say they’re sorry to hear about my complaints and offer help. They even went as far as to read this post and directly comment. I must say, I’m pretty impressed. If their in person customer service matches their online customer service, I might be sold. Look for further updates throughout the day.

Update: As of 7:30 a.m. on Friday, April 16, still no actual person contact. Sure, they said to e-mail the best time to reach me, which I did. But on Wednesday they called an hour after I said I would be available and on Thursday an hour before. The poor, confused man who called yesterday admitted to NOT KNOW WHAT TIME IT WAS in the Central Time Zone. Google, much? Then, instead of leaving a number, he suggested I contact them on Twitter again. Because that worked so well the first time. I am actually hoping they try to call again this afternoon. Maybe they’ll get the time correct.

3 thoughts on “When Did Banks start Hating on their Customers?

  1. I use USAA and they are WONDERFUL beyond words. We both get paid a day early too and our employer’s don’t use them. You have to be related to military thought to join.

    I would really go somewhere else. I think with all direct deposits you should get it a day early. If you get paid on Friday it legally has to post on Thursday night. Typically, you have the funds on Thurs too to use.

    Check out the Clark Howard (a nationally syndicated consumer reporter that is wonderful – I subscribe to his podcasts) for his take on BOA, here.

  2. You may have missed it, but there’s a growing movement around the internet for big bank customers to move their money to smaller localized banks. I highly recommend this, especially if you have access to good credit unions which I’m sure you do here in town.

    I’ve only ever had a car loan through Bank of America, and it was the worst experience of my life.

    I bank with the military and do my car insurance through USAA and agree with Karen, they are phenomenal. They call to check up, have wonderful service, and offer so many useful programs and tutorials it really started our marriage off steps ahead.

    I recommend moving to a credit union or at the very least more localized banking. Despite what these big banks think, we don’t have to give them our money or service.

  3. Jessica and Karen,
    It is good to know about the movement toward smaller banks. If only we knew where we will be living in the next four years. I know that isn’t a reason not to change, now, but after the hassle we went through in Texas changing banks, I would like to avoid that disaster again.

    After living in San Antonio (I think it is USAA’s central location), I agree they are top notch. Unfortunately, we don’t have the location or military connection to use them.

    Obviously before I change our entire banking system, I have to talk with J. however, given that it is now a full three hours after I contacted Bank of America again, we may be moving in that direction.


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