Geeks, Guitars and Guinness

I worked at fleet as a loan specialist and before that I did customer service at the telephone banking call center. I am now a supervisor for Customer Service and Support for BOA. first let me say some of you have valid complaints and I do apologize on BOA's behalf. I know how upsetting it is when the branch sends you to the call center and then you get sent back to the branch. We at the call center have been trying to educate the branches on actually what we are able to handle. Something's are only for the branches to handle(e.g. updating or correcting a customers name, because it requires the supporting documents can only be handle with at the branches) and yes most of the branches do have attitudes that need some adjustments but what I can say is at the call center we are working hard to make your banking with us a pleasant one. We had some issues with the merge with Bank Boston (as Fleet) and then with Fleet, however we have finally fixed them. and anytime anyone has a problem with a rep on the phone all you need to do is ask for a manager and it will all be taken care of including actions being taken towards that rep. Which includes being fired. At the call center ruddiness from a rep is not taken lightly. We also monitor the calls to hear how the rep. are on the phones (and they are silent monitors so they don't know we are listing to them our selves, best way to catch them messing up. On that note though not all calls are monitored)

OK now about are banking fees. Any and all banks are going to asses a fee when you over draw your account (mine including, which by the way is a credit union, and their fee is the same as BOA). It is your responsibility to keep track of your money and the checks you write. not BOA's. and if you over draw your account, its your fault not ours. And if it is a banking error we will rebate any fees and interest we have charged you without a problem. And most times even it is the customers fault we will still give a COURTESY rebate when asked unless you're overdrawing your ACCT numerous times in the past and have rebates totaling something like $300.00 in a12 months period then it is shame on you, maybe that is mean but this is a business and all banks have the same policy. You cannot honestly expect to bounce checks left and right and for BOA to allow it. I mean bouncing checks is illegal if you are not taking care of it. Second of all when it come to automatic payments that a customer sets up with a company don't you think if your closing the checking account you would need to contact the company YOU gave permission to, to take the money out in the first place to let them know YOU are closing your account...that's not BOA's job, how are we to keep track of all the agreements YOU make with the companies YOU do business with (we are not mind readers. ) We don't assign each employee at BOA one account to monitor all day long. There is no way for us to do that.

And don't yell at a CSR for following policy and procedures. We are only doing our jobs and if we go against it we wont have a job, and like you we have families that we are supporting. I know that I do the best I can for ALL my customers when they call me and will go above and beyond to get things done right the first time but I do have limits and I most follow company rules or I wont be around to do anything, just like any job there are rules set that we all must follow. Besides try to imagine what it is like for us. All day long people call us and yell and swear (very vulgar words) and threaten us because once again they bounce a check because THEY didn't write down in their check what THEY have been spending, and are screaming it is our fault THEY cant balance it and how dare we charge a fee for those 6 bounce checks. Then we go home after being yelled at all day to screaming kids, bills that need to be paid, and a house that needs to be clean. What a fun day for us.

Also if people would read the stack of papers you get when you open your account and ATM cards you would see that it state that if you continuously overdraw your account or leave it at a negative balance for a long period of time that we will close the account, so don't blame us if your not capable of the responsibility it takes to have a checking account and the privilege is taken away from you.

As far as the on-line banking, automated phones service, ATM machines or even customer service they are all just tools to assist you with knowing what has come in at the moment you are looking at the acct. There is no way for a computer or person to know what items you still have outstanding, We don't put microchips in your checks, but since it is YOUR money and YOUR checks you know what you are spending, so use the tools we provide but keep your own records too.

As far as holds on your deposit there is a federal regulation call REG. CC that states whenever you make a deposit it is subject to holds. And depends on 3 things, 1. is the deposit cash (will have no hold) 2. Is it a local, non local check, 3. and is it over $5000.00. I fit falls under any of one or two then expect a hold. Again this info is provided to you in your ACCT disclosures if you as an adult choose not to read that information provided to you than its not the banks fault but your own.

And Bank of America really does appreciate and value each and every one of their customers, but we cannot condone abusing your accounts. We will treat all customers with respect but since we are human to, try given the customer service reps some respect to, be amazed how much more of a nicer experience you could have if you didn't swear at people. Well, I have said what was on my mind and thank you for hearing me.