I was just reading an article the Consumerist on some bad customer service over at Bank of America. If you haven’t heard, here’s the meat of it:
When Paul Kelleher called Bank of America to let them know his mother had died, the BoA reptried to get Paul to pay off her account, even though he’s not legally obligated to. When he pointed out that BoA could go through the standard probate procedure like everyone else, the rep tried a different approach:
CSR: Oh, that’s really not the way to look at it. I know that if it were my mother, I’d pay it. That’s why we’re in the banking crisis we’re in: banks having to write off defaulted loans.
I also saw a post on the Bank of America Overdraft Fee Class Action Settlement. If you are or were a Bank of America customer, see if you qualify.
Photo Credit: Brad & Sabrina
It reminded me of some past problems I’ve had with banks. Let me take you through them:
Reduce and Eliminate ATM Fees
Basically I wrote this when I discovered how high some Bank of America ATMs were charging for out of network withdrawals: $3. I understand trying to make some profit, but $3 is extremely high. , a Director of Business Development at Allpoint, pointed out:
The average surcharge has grown over 43% since 2004 and exceeded inflation by 500% in 2008.
I don’t see them lowering fees anytime soon, even though some of these banks have received some bail out money.
Another Reason Why I Hate Bank of America
Ana from DebtFree Revolution brought this scheme to my attention. Business Week released a story about the credit card rate hike. Bank of America had sent out a letter to its customers notifying them that their rates would increase. In fine print there was an opt-out clause requiring them to send a letter to Bank of America. Interestingly, calling the bank is not an option. If they did not do this then their old balances and new balances would increase.
Banks and Credit Unions Are Not Doing You a Favor By Giving Back Your Money
This was the second time that money was taken out of my savings account and I called customer service to see why this happened again. After seeing it was their fault, I was niformed what they were ‘going to do for me’. They were going to refund the money! I would’ve been okay if they returned the money but to present it like a favor made me upset.
Some Good Customer Service is Still Out There
I’m Frustrated with My Credit Union (Ok, They Fixed My Problem)
I had money taken out of my savings account for a third time and I’m a bit frustrated. I contacted customer service to get to the root of h problem. After she confirmed what I found out, she said they’ll have to mail me paperwork, have me fill it out, mail it back to them, and THEN they’ll refund the fee! I explaind why I didn’t think this was acceptable, but I requested the paperwork sent tome as soon as possible to get started.
The credit union contacted me later and they fixed the error on their side. There was going to be no paperwork for me to fill or mail. Not perfect, but much better than what they offered.
I got some good customer service from my bank and wanted to share it. I noticed earlier this week a fee from my free checking account. That seem wrong so I contacted the bank through email link since I was pressed for time and didn’t want to take a chance on waiting on the phone. The result?
Customer Service explained was a charge with Quicken pulling my data and after asking me if I wanted to continue with the fee, she deactivated it and apologized for the confusion. It was quick and simple and I appreciated it.
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{ 8 comments… read them below or add one }
I agree with you. The things we have been hearing on the news about banks can be improved if banks just had better customer service.
@ Trevor: Yeah, better customer service doesn’t have to expensive. Empower employees to fix common situations and change your script to be more respectful are two things that can make a huge difference.
Every business should imply good customer service techniques. I understand why you would want BOA to eliminate charges for out of network uses, but why would they do that or any bank? Essentially they are helping you out when you are in need, you are paying for their service. I think the prices are high which is why I always try to make sure I take out from my own bank. I understand your point, but technically you are not their customer.
@ Craig: I agree that businesses should have a high standard of service. I’m not expecting Bank of America to eliminate the fees, after all they are a business. I just found their prices ridiculous .Their policy of having high fees has alienated many customers and encouraged them to leave, us included. It became more about the money than the customer. I think Allpoint’s business model shows that banks can offer a convenience to customers without charging an arm and a leg.
I got the sense that BofA were more interested in feeing good customers than giving good service when we were with them. After they withdrew a bill from the wrong account, they charged another fee. We contacted them about the problem. I was looking at my screen and saw what the bill pay instructions have (we were correct), but they refused to budge. The customer service representatives have a script and do not deviate.
(As you can see, my experiences with BofA’s customer service didn’t go well.)
I am always amazed at the lack of quality customer service evident in so many places, and especially in banking. I have worked for a company for many years who has always placed the utmost importance on delivering the best possible customer service during every interaction, no matter how small or simple. I am used to working with this philosophy, and regardless, just being nice to people and using manners was something ingrained in me as a child. Why would it be any other way?
It seems “The Golden Rule” was thrown out the window a long time ago – it’s more common to see a lack of manners anymore than people actually using them. Quite unfortunate.
@Jason: I think taking pride in your work has taken a backseat for some people. I also worry about companies that have apathy as part of their culture. The Golden Rule would definitely resolve most problems.
I have been trying to get info on my grandfather from a bank in Oklahoma, which goes back to 1945. This bank does have paperwork on him, and it has been requested by Oklahoma Unclaimed assets,proof he banked at this bank. The vice-president said she would send me the info, then she turned around and refused. I know this must be a power trip for a small town hick bank to deny giving out this info, but this info is over 50 years old and my grandfather has been dead since 1952. Any suggestions?
@ Tammy: I’m not sure, but I would contact ‘The Consumerist’ for some information and tips.