bad form by BoA, customer service

[iNTeNSeBLue98]

So disgusted with Bank of America's customer service line for the mortgage unit.

Call 1: Long intro of automated prompts, finally give info to agent. Transfer to another area, repeat info. Transfer again, agent can't hear me but I hear her. Disconnect.
Call 2: Repeat call with all the prompts, ask for desired department when I finally make contact with a person - who then transfers me to said department. Lots of noise in background, but apparently they don't hear me on the other end. Disconnected again.
Call 3: Repeat calls 1 & 2 with all the automated prompts, ask to be sent to desired department. On the third step of transfers I am simply disconnected before reaching anyone.
Call 4: Call yet again and go through all of the prompts, reach an agent who then transfers me. Finally reach a person in the department I've been trying to reach and after a series of questions determine that they can't service my needs. They transfer me to yet another department, review my information and say they can't still help me with my attempt at being proactive with my account.

4 phone calls, no shortcuts or direct lines to the department I need, an hour of my afternoon wasted being on hold, being transferred or being told that I can't be helped. So frustrated.

 

[Kathi OD]

So disgusted with Bank of America's customer service line for the mortgage unit.

Call 1: Long intro of automated prompts, finally give info to agent. Transfer to another area, repeat info. Transfer again, agent can't hear me but I hear her. Disconnect.
Call 2: Repeat call with all the prompts, ask for desired department when I finally make contact with a person - who then transfers me to said department. Lots of noise in background, but apparently they don't hear me on the other end. Disconnected again.
Call 3: Repeat calls 1 & 2 with all the automated prompts, ask to be sent to desired department. On the third step of transfers I am simply disconnected before reaching anyone.
Call 4: Call yet again and go through all of the prompts, reach an agent who then transfers me. Finally reach a person in the department I've been trying to reach and after a series of questions determine that they can't service my needs. They transfer me to yet another department, review my information and say they can't still help me with my attempt at being proactive with my account.

4 phone calls, no shortcuts or direct lines to the department I need, an hour of my afternoon wasted being on hold, being transferred or being told that I can't be helped. So frustrated.

And yet, we're assured that all those hoops you jumped through are for the customer's convenience in ensuring they get the best possible service.

 

[TriMom]

These may help:

http://www.contacthelp.com/directory/Financial Services/Banks/Bank+of+America?ListingID=149

http://gethuman.com/Bank_of_America-customer-service_100.html


Good Luck!

Ironically, a computer called me and spoke to me in Spanish today - I have no idea what the computer wanted.

 

[swald91]

And yet, we're assured that all those hoops you jumped through are for the customer's convenience in ensuring they get the best possible service.

...I hear ya!

 

[kellyg403]

We had Countrywide, not great customer service, but honestly we dislike BoA. A lot. I have a checking/savings account with them I have had for years. So, I figured hey it would be fine. Not. We always pay extra to principle and escrow so we don't get hit with an extra bill in Dec. We got a letter saying that our payment was changing for additional escrow for taxes. So DH calls up and says well, I don't understand how we will be short as we have been paying x amount monthly since we calculated the increase and knew we would fall short. Turns out even though we have slips from paying the mortgage, they have been crediting principle in that big accounting office in the sky. It has been THREE months and we are still faxing and copying, going into the branch because dh REFUSES to call anymore for the simple reason you have posted. By the time this is over BoA's mistake will have taken approximately 33 hours of my life I will never get back...just sitting on the phone and punching 1 and 4 and 3 and 0 to get the operator.


Kelly

 

[ccgirl]

I have had just the opposite with them. Great customer service. I always use their Live Chat on the internet. Extra $$ always goes toward principle with them unless you state otherwise.

 

[kellyg403]

I have had just the opposite with them. Great customer service. I always use their Live Chat on the internet. Extra $$ always goes toward principle with them unless you state otherwise.

Thats the rub! We went into our local branch and gave them the statement spelling out how much went where. We got a receipt for the payment, a receipt for the escrow payment, and last but not least, the principle. So, we know it was entered in the computer correctly as each receipt is explicit in where the money went. Its odd. We have faxed and sent copies three times in three months. Everytime we get a statement, we are hoping this is the time it was fixed. Nope. We are now getting blank stares from the Bank Manager. Even he said he has no idea how this could be so complicated to fix.

Kelly