Bank of America

How does one by-pass the gatekeepers (the poor people who actually see =

and talk to customers but have learned double-talk and have no power to =

actually affect policy) to air complaints to policy makers at this or =

any big company? I suspect the answer is that one doesn't.

One of my latest problems with Bank of America is that despite being =

told by a person who handled my equity loan a couple of years ago that I =

was part of a "linked" system of accounts and would therefore receive =

benefits such as not have to pay fees for online checking. Many months =

later, I was scanning my online accounts history and noticed $25 being =

debited monthly. I called the customer service line to ask about the =

charge. The representative replied that it was a mistake - that she =

would remove the charge. I asked if she would be sure to also remove =

any such prior charges; she said that she would. At that point, I =

trusted the problem was taken care of.

In the last month, I again found a $25 charge. This time I e-mailed =

customer service and was told that in order to avoid the charge, I had =

to have $25,000 in my checking account. I went into the bank to talk to =

a live person. She pleasantly, explained to me that I was lucky to be =

"an advantage customer" (??what does that mean?) - then pulled up my =

account on her computer and said, "Here's the problem. The person who =

originally linked your accounts neglected to include your checking =

account in the linked accounts. I asked if she would be sure that all =

past charges were reimbursed.

"I can only do that for 3 months, but I can connect you to Customer =

Solutions (on the phone)."

I told her that I didn't want to talk to anyone else on the phone given =

my past experiences with "customer service" and asked for the name of =

someone at a level to be accountable for company policy. She went in to =

speak to her boss; he said he'd talk to me. After 1/2 hour of cooling =

my heels, I left.

During my time of waiting, another unhappy customer arrived. His =

complaint was about the double talk; apparently he hadn't chosen the =

right designation to be given optimum interest on an account. I don't =

know what the representative said, but he responded, "what do you mean =

by "relationship customer?!!" I've been coming to this bank for 20 =

years, and I don't have a relationship???....I DO have $30,000 in =

accounts!"

I think he should feel lucky he wasn't an "advantage customer" like me. =

The big banks are pulling scams like the credit card companies, I guess. Bank of America gives out lollipops and asks about your day, but if you =

don't know their language - don't know the right questions to ask, they =

are definitely not there to help people make the best money decisions.

People I work with suggested I find a smaller, more personal bank. I =

used to go to smaller banks, but they all get gobbled up by the bigger, =

meaner banks.

I've over stayed my talking time, I'm sure. Thanks for the venting =

space.

P McCann