Today more than ever it is important to recognize the existence of and relationship between customer service and sales. Oftentimes we fail to see that a person in our business establishment is there for a purpose. Specifically to do business and most of all in person; the highest form of social contact a bank and a customer can have.
Perhaps the most disturbing observation of this would be a person who enters a bank with that bank's cashiers issued check in hand, but because the person has no account with the bank they refuse to accept it. However the greatest tragedy is the removal of the greeters who are able to meet and direct a person to the best resources at the bank.
I am not over exaggerating on this one, the clerk, his manager, and his Assistant Vice President cited that they could not cash the cashier’s check, Mr. Amurao had to be asked to come from behind his desk to answer a question, which was "Do you have documentation in writing to indicate the procedure for this action you are taking?"
He said, yes but it is internal bank policy and we are not allowed to give it out. I promptly asked for his manager, keep in mind that at this point the only stance taken by the manager is reactive not proactive. Imagine a proactive conversation like, "I am sorry that we are unable to directly cash this check, perhaps you would like to visit with our managers and discuss opening a account with us, perhaps they will have additional solutions.
So, his poor response cost me my consulting time ($600/hr) but the fact that the service was so rude, and in economic times like these; we all know that the consumer represents profit, where poor service begins to erode overhead, I decided to wait and wonder how much a Vice President at Bof A makes these days? Well we waited to find out.
Once we got to the desk, I politely asked for his card, and explained my situation. His response was equal to Mr. Amurao, but since I had a goal in mind far beyond Mr. Lu, I asked him to check with his boss, and find this mysterious document that he could reference to for customers obviously concerned.
Here is what we were looking for: When a customer comes into the same bank that issued the cashiers check, what is the proper way to handle the customer.
1. Do verify what type of customer he is?
2. Do we ask our supervisor if unsure?
3. Do we call customer service for assistance?
4. What we don’t do is to make the customer feel like he is fighting a losing battle, especially if he is someone else’s bank customer.
Here is a man living in one of the most exclusive neighborhoods in San Francisco, (in 2008, of the cities in California that raised the most money for Obama, my zip code was number 6).
The resolution came by way of the website of course after the very stern lecture on what was being done was out of the normal course of business for him but in this case he would be kind enough to print out and highlight the area concerning "Business, Corporation, Organization, Agency, Partnership, or Association"
After again thanking him without looking at the document,
I reminded him that
1. At no point did anyone ask to see my form of business structure, my identification (business) or any other identifying material I had brought.
2. Secondly, I was a profit for the bank that day, or at least not a further deduction by having my client become aware of the trouble, and thus delay future work because it, (imagine they might move their long-term account).
3. At each stage of the discussion, this could have been resolved by simply asking if I would like to become a customer and find ways for me to become one.
I understand that the economic climate has us all a little shaky, but for those of us who have a job, need to be on top of things like service more. We can all and have in the past borne the brunt of recessions, if we all learn how to treat each other a little better.
I would appreciate Mr. Lu proving a apology, and if this is a matter you would like to discuss further please contact me.

A few days ago I called Bank of America to see if I could have the interest rate on my MBNA credit card lowered. They would not do it. Today I got an email from a merchant stating that my AAA credit card would not allow a charge for $100 for a purchase that I made. I looked up my account on the internet and discovered that my AAA credit limit had been significantly lowered to just above what I currently owe, and my MBNA credit card limit was also lowered significantly to just above what I owed. I called the bank to find out what had happened and they told me that based on my phone call a few days earlier to try and lower the credit on my MBNA card, they did a credit review on me and apparently determined that I was a poor risk for them and consequently lowered all of my credit limits. I pointed out to them that I have always paid more than was required on my MBNA card and I have always paid off my AAA credit card in full every month. I also pointed out that I have never been late on any payments. I told them that I could live with a credit limit of $3500 on my AAA account since I pay it off every month. The limit that they lowered me to on my AAA account is terribly inconvenient and has put me in a bind. I could not understand why they could not accommodate me on this one card since I was paying it off every month.
The bank was not interested; it was as if I were talking to a stone. They made a decision and they were sticking by it. I asked why they would do this to me without prior notification. They told me that a letter was on the way and that I had just not gotten it yet.
I am on disability and in the late stages of prostate cancer and I can fully understand that based on my annual income at this point, I may not be falling within their new guidelines. However, I have been a long time customer in excellent standing. My credit is excellent and I have always taken care of my debts. For the bank to take such a punitive action on me just for asking to have my credit rate lowered on my MBNA credit card is mind boggling. I have no words for what I feel now. I supported the bail out of Bank of America for billions of dollars and this is how they treat “good” customers?
This is not a peoples bank. They are a predatory and ruthless financial institution. I wish that I had billions of dollars in their bank, because I would transfer all of it over to another bank and never look back.

While in New Orleans for Mardi Gras I discovered, in that embarrassing way, that my check card wasn't working; it was declined while making a transaction. This was not due to insufficiant funds. Bank of America had put a block on the card because I was making purchases out of state. When I called Customer Service I was told that I could remove the block by going to a branch with two forms of ID. Problem: there is no B of A branch in New Orleans.

Two customer service reps told me the same story; that the only option was to go into a branch. Finally I got through to one who said I could fax to them two forms of ID (front and back), my phone number, and three signatures to verify my identity. I have traveled extensively while relying on Visa/Mastercard check cards from other banks and have never had this problem. They said the hold was for my protection (read: lost and stollen cards cost them millions every year). Now I'm stuck in New Orleans with no access to my funds and waiting for a call back from customer service for which, because of my earlier dealings with them, I hold little hope of being helpful.

It is obvious to me that Bank of America doesn't give a darn for their customers. Their "services" are designed to protect them and make a profit off of YOUR money.

I am a single mother, self employed (in Real Estate), credit score well over 800, and pay for my son's college (couldn't get grants, etc... made too much money!). I don't have enough "credit" open to get a higher score... give me a break. I pay off my credit card monthly, that hurts my score!
Recently I applied for an equity line on my home, that I have over $400k in equity... NO other debt! I was turned down, because I AM IN REAL ESTATE. I planned to use this money, only if necessary... to have that cushion. I asked for only $200k of the $400k I have!

I pay for my health insurance ($400/month), owe two vehicles, a rental property, never had late payments... yet the thieves at the banks (the cornerstone of our crisis) have denied me this credit. I am appauled. It would be easy for me to just NOT pay my bills and be irresponsible, but that is not the American way and I won't. WE must do something about this lock up at the banks for which WE are saving. I am loosing much faith in our system... PLEASE HELP!
BANK OF AMERICA... GIVE US OUR MONEY BACK!!!

With kind regards,
Cindy
North Carolina

I ran a credit report on myself as I do annually. Having an 800+ credit score for over a decade I was shocked to see a defaulted account with BOA. I went to my local branch who attempted to help and a week later while on vacation I tried to use my debit card from BOA and realized $4500 was stolen from my account by guess who... BOA. They said they had the right to take it as it was in default, despite the fact that I called them and filed a formal dispute. After having family wire money so i could eat i called my attorney who convinced them it was an illegal action. They still have yet to rectify and are trying to hold me liable for a co-workers credit card, even after the credit app. lists NO such person. My credit is destroyed and I am forced to sue them. Worse I have an application for me which was forged and in the same handwriting as the internal bank papers for which i had no access. I have recently sold a home and have capital to buy a new one yet my rotten credit score will not allow. To add insult to injury the existing BOA card was cancelled and they raised the interes rate to 29.9% without even telling me. It is a discrace that we bail the criminal out and the still rob from the working Joe to give their lavish bonuses. They make Berni Madoff look innocent. I pray I get my day in court.