Comments on: Twitter and the Customer Experience at Bank of America http://futurebanking.bankofamerica.com/twitter-customer-experience-bank-america_696 Future Banking Blog Sun, 22 Nov 2009 23:47:58 +0000 http://wordpress.org/?v=2.6.3 By: Mrob2278 http://futurebanking.bankofamerica.com/twitter-customer-experience-bank-america_696#comment-3691 Mrob2278 Sat, 21 Nov 2009 04:33:40 +0000 http://futurebanking.bankofamerica.com/?p=696#comment-3691 I wanted to share a story about how banks (Bank of America and Chase) are treating good credit people. Chase Bank just cancelled, without notice, a credit card account of mine I had for years with a high limit but carried a zero balance. I called to complain that I received no notice and was told sarcastically, "it's in your fine print." Shocked at the treatment and tone, I asked to speak to a higher person. I spoke to a Habib who explained my credit score (721) was too high. I asked when that became an issue. He said if I was a bad credit risk, a slow payer, etc. he could reopen my account and help me. But since my credit was good, he could do nothing but tell me to reapply. I did apply on line to Chase and even tried to transfer a balance but was denied because I have plenty of credit available though exceeding 50% of total credit really hurts your score and this would result in such occurring. Not only was I denied but then they in turn lowered my limits on OTHER EXISTING ACCOUNTS. This again is hurting my score. Out of protest, I applied to Bank of America where I have another high limit, low interest account for years. BOA turned me down and also lowered my limit on my existing accounts by $11,000. In telling this story at work, my Asst Mgr was 2 days late on a payment which in turn resulted in 8.9% APR turing into 24.9%. He protested. His bank said they would reinstate him to 9.9%. He said no and would talk to them again in 30 days when they were calling for payment as he was holding his payment now. 30 days later they did call. He explained the situation and did not get anywhere. He again told the person he'd speak to the bank in another 30 days as he was with holding another payment. each time he kept the payment in his bank available to pay but was protesting the interest rate. This occurred 3 more times when finally at 180 days he is now getting 0% interest proving if your a good credit risk, your bad. I wanted to share a story about how banks (Bank of America and Chase) are treating good credit people. Chase Bank just cancelled, without notice, a credit card account of mine I had for years with a high limit but carried a zero balance. I called to complain that I received no notice and was told sarcastically, “it’s in your fine print.” Shocked at the treatment and tone, I asked to speak to a higher person. I spoke to a Habib who explained my credit score (721) was too high. I asked when that became an issue. He said if I was a bad credit risk, a slow payer, etc. he could reopen my account and help me. But since my credit was good, he could do nothing but tell me to reapply. I did apply on line to Chase and even tried to transfer a balance but was denied because I have plenty of credit available though exceeding 50% of total credit really hurts your score and this would result in such occurring. Not only was I denied but then they in turn lowered my limits on OTHER EXISTING ACCOUNTS. This again is hurting my score. Out of protest, I applied to Bank of America where I have another high limit, low interest account for years. BOA turned me down and also lowered my limit on my existing accounts by $11,000. In telling this story at work, my Asst Mgr was 2 days late on a payment which in turn resulted in 8.9% APR turing into 24.9%. He protested. His bank said they would reinstate him to 9.9%. He said no and would talk to them again in 30 days when they were calling for payment as he was holding his payment now. 30 days later they did call. He explained the situation and did not get anywhere. He again told the person he’d speak to the bank in another 30 days as he was with holding another payment. each time he kept the payment in his bank available to pay but was protesting the interest rate. This occurred 3 more times when finally at 180 days he is now getting 0% interest proving if your a good credit risk, your bad.

]]> By: Bill http://futurebanking.bankofamerica.com/twitter-customer-experience-bank-america_696#comment-3679 Bill Sat, 21 Nov 2009 00:34:23 +0000 http://futurebanking.bankofamerica.com/?p=696#comment-3679 I have had an experience today that leads me to believe that BOA is not customer centric and is more interested in forcing its polices than taking care of their customers and does not allow anyone to make an exception. As the director of the Customer Relationship Management Institute, I am very aware of this area and the stories of good and bad companies and the end result.  When you take care of the customer you will have improved margins etc.  If anyone is interested, my problem is my small business account was having the monthly fee waived.  They started charging it and I didn't realize it until I received a notice I was in default.  I understand that my small business account is not a money maker for the bank with low activity since it is tied to a part time job doing photography work with nil activity for awhile now.  I am a premier customer for personal accounts with lots of active and have a good balance including a brokerage account. I went to the bank today and talked to the branch manager and he will not will not waive the fee again - new policy.  So I started looking at other banks on the internet when I got home. I found that Citizen bank as a green business account with no min balance requirement.  I found TD Bank no bal for the first year then $300.  I believe the min for BOA is 3,000.  I know I can avoid the fee if I use my debit card for the business about once a month.  But this is just another hassle for me since I don't carry this card, I use my personal BOA debit card ( a lot). While on the internet and check BOA also,  a chat window came up so I tried it.  Chatted with Olivia, at least she was polite and thanked me for being a customer but couldn't help. She indicated I should contact my Premier Banking specialist and she gave me the number (800 444.8660).  It is nearly impossible to get through the tree to get a person.  Finally got Mary, told the story again but she could not help me wrong department. She give me another number 800 444.8660 and finally get a person, Elizabeth. Indicated we don't have Primier it is preferred now and asked if I have a brokerage account - yes I do.  She needs to update my profile even though it is in my bank statement.   Ok so let's get it update and now I am in Wealth Management that is another number  but she will dial it for me. Wait.... Now we find out you need 250K bal to be in wealth management - so that's not me. Elizabeth tries to help but can't so I talk to her supervisor Dan, he is nice too but can't help with waiving the fees going foreward.  I ask for who the Customer Experience Officer is for BOA and was told they don't have one but he does have a channel to provide feedback.  I asked what happens with it - they roll it up and look at what they may want to do next year.  I don't get it why someone can't look at the situation and understand here is a good customer been loyal and can't credit $12/month???  Then on top of that BOA is not competitive, others have no fee for small business. One should look at the full customer not look at by account. This is my last try, if you can't help, I may just need to start a relationship with another bank, the key work being relationship not a number - policy. Bill I have had an experience today that leads me to believe that BOA is not customer centric and is more interested in forcing its polices than taking care of their customers and does not allow anyone to make an exception. As the director of the Customer Relationship Management Institute, I am very aware of this area and the stories of good and bad companies and the end result.  When you take care of the customer you will have improved margins etc. 

If anyone is interested, my problem is my small business account was having the monthly fee waived.  They started charging it and I didn’t realize it until I received a notice I was in default.  I understand that my small business account is not a money maker for the bank with low activity since it is tied to a part time job doing photography work with nil activity for awhile now.  I am a premier customer for personal accounts with lots of active and have a good balance including a brokerage account.

I went to the bank today and talked to the branch manager and he will not will not waive the fee again - new policy.  So I started looking at other banks on the internet when I got home. I found that Citizen bank as a green business account with no min balance requirement.  I found TD Bank no bal for the first year then $300.  I believe the min for BOA is 3,000.  I know I can avoid the fee if I use my debit card for the business about once a month.  But this is just another hassle for me since I don’t carry this card, I use my personal BOA debit card ( a lot).

While on the internet and check BOA also,  a chat window came up so I tried it.  Chatted with Olivia, at least she was polite and thanked me for being a customer but couldn’t help. She indicated I should contact my Premier Banking specialist and she gave me the number (800 444.8660).  It is nearly impossible to get through the tree to get a person.  Finally got Mary, told the story again but she could not help me wrong department. She give me another number 800 444.8660 and finally get a person, Elizabeth. Indicated we don’t have Primier it is preferred now and asked if I have a brokerage account - yes I do.  She needs to update my profile even though it is in my bank statement.   Ok so let’s get it update and now I am in Wealth Management that is another number  but she will dial it for me. Wait…. Now we find out you need 250K bal to be in wealth management - so that’s not me. Elizabeth tries to help but can’t so I talk to her supervisor Dan, he is nice too but can’t help with waiving the fees going foreward.  I ask for who the Customer Experience Officer is for BOA and was told they don’t have one but he does have a channel to provide feedback.  I asked what happens with it
- they roll it up and look at what they may want to do next year. 

I don’t get it why someone can’t look at the situation and understand here is a good customer been loyal and can’t credit $12/month???  Then on top of that BOA is not competitive, others have no fee for small business. One should look at the full customer not look at by account.

This is my last try, if you can’t help, I may just need to start a relationship with another bank, the key work being relationship not a number - policy.

Bill

]]> By: donjames911 http://futurebanking.bankofamerica.com/twitter-customer-experience-bank-america_696#comment-3576 donjames911 Mon, 16 Nov 2009 21:45:05 +0000 http://futurebanking.bankofamerica.com/?p=696#comment-3576 "Holly Hastings is National Customer Experience Executive for the Consumer and Small Business Bank at Bank of America, one of the world’s leading financial services companies." Have any of you tried to contact Holly? Impossible to do. She is just another in the long line of hired mouthpieces who know little but are thrown into the breach as cannon fodder by upper management in a vain attempt to posture themselves as "Responsible" executives... “Holly Hastings is National Customer Experience Executive for the Consumer and Small Business Bank at Bank of America, one of the world’s leading financial services companies.”

Have any of you tried to contact Holly? Impossible to do. She is just another in the long line of hired mouthpieces who know little but are thrown into the breach as cannon fodder by upper management in a vain attempt to posture themselves as “Responsible” executives…

]]> By: donjames911 http://futurebanking.bankofamerica.com/twitter-customer-experience-bank-america_696#comment-3575 donjames911 Mon, 16 Nov 2009 21:22:41 +0000 http://futurebanking.bankofamerica.com/?p=696#comment-3575 Sure, Lewis pulls the D-ring on his golden parachute, pulls the rug out from under his Chief Counsel, and names a protege as Chief Counsel and Heir Apparent. How many times do you have to be punched in the face before you realize the other guy doesn't give a damn as to what you think? Sure, Lewis pulls the D-ring on his golden parachute, pulls the rug out from under his Chief Counsel, and names a protege as Chief Counsel and Heir Apparent.

How many times do you have to be punched in the face before you realize the other guy doesn’t give a damn as to what you think?

]]> By: Sales Letter Creator Software-Creates Sale Pages In 15 Min.or Less. | 7Wins.eu http://futurebanking.bankofamerica.com/twitter-customer-experience-bank-america_696#comment-3524 Sales Letter Creator Software-Creates Sale Pages In 15 Min.or Less. | 7Wins.eu Sat, 14 Nov 2009 07:58:05 +0000 http://futurebanking.bankofamerica.com/?p=696#comment-3524 [...] How to Write an Effective Sales Letter for Your eBookultimatecontentcreator.com » Blog Archive » Building a Content Rich Website - Part 5 Day 2 at the GKIC Info-Summit | My Blog What Is Human? (Controversies in Anthropology) | Florida Skunk ApeTwitter and the Customer Experience at Bank of America | Future Banking Blog [...] [...] How to Write an Effective Sales Letter for Your eBookultimatecontentcreator.com » Blog Archive » Building a Content Rich Website - Part 5 Day 2 at the GKIC Info-Summit | My Blog What Is Human? (Controversies in Anthropology) | Florida Skunk ApeTwitter and the Customer Experience at Bank of America | Future Banking Blog [...]

]]> By: cathy http://futurebanking.bankofamerica.com/twitter-customer-experience-bank-america_696#comment-3516 cathy Fri, 13 Nov 2009 20:41:56 +0000 http://futurebanking.bankofamerica.com/?p=696#comment-3516 I called BOA today and asked to speak with a supervisore, Lance (RLC) got on the phone and started talking.  I was pleasant and interrupted him once.  His comment was "Mam, I will let you talk when I am finished".  He was so rude I got off the phone crying.  I asked to speak to a supervisor because normally they resolve a situation.  BOA has caused me to lose 4 shortsale cash offers on my home because of the length of time they take to process.  Lance(RLC) told me it can take up to 6 months.  He would not let me speak so I hung up on him because I was in tears.  What upsets me is that with all the people in our country that do not have a job men like him have a job and shouldn't.  I am going to an attorney on Monday, to file a lawsuit against a bank that does not care about their clients.  It is because of a person like him.  I am a professional that deals with clients everyday and would never speak to anyone like he spoke to me.  I called BOA today and asked to speak with a supervisore, Lance (RLC) got on the phone and started talking.  I was pleasant and interrupted him once.  His comment was “Mam, I will let you talk when I am finished”.  He was so rude I got off the phone crying.  I asked to speak to a supervisor because normally they resolve a situation.  BOA has caused me to lose 4 shortsale cash offers on my home because of the length of time they take to process.  Lance(RLC) told me it can take up to 6 months.  He would not let me speak so I hung up on him because I was in tears.  What upsets me is that with all the people in our country that do not have a job men like him have a job and shouldn’t.  I am going to an attorney on Monday, to file a lawsuit against a bank that does not care about their clients.  It is because of a person like him.  I am a professional that deals with clients everyday and would never speak to anyone like he spoke to me. 

]]> By: SuLi http://futurebanking.bankofamerica.com/twitter-customer-experience-bank-america_696#comment-3484 SuLi Thu, 12 Nov 2009 17:54:46 +0000 http://futurebanking.bankofamerica.com/?p=696#comment-3484 I have had a horrible experience with BOA just this morning.  I admit that I over drew my checking account with not allowing enough for my house payment.  That was one overdraft fee.  But, somethings that were marked clear on Friday were changed to clear after the house payment on Monday.  I was charged with 5 overdraft fees.  When I called the 1-800 number, I was talked to like a DOG.  I asked for a supervisor and was treated even worse.  I hung up and went to my bank.  When they pulled up the account.  The 1-800 people had blocked the fees where NOTHING could be done about them.  I am now out $105.00 and was told by the 1-800 people that another $35.00 will be deducted tonight. Don't you think the millions of tax payers money was enough.  They are not customer service. Nor was the people at my branch.  THey all had this \deer in the headlights\ look.  I have had a horrible experience with BOA just this morning.  I admit that I over drew my checking account with not allowing enough for my house payment.  That was one overdraft fee.  But, somethings that were marked clear on Friday were changed to clear after the house payment on Monday.  I was charged with 5 overdraft fees.  When I called the 1-800 number, I was talked to like a DOG.  I asked for a supervisor and was treated even worse.  I hung up and went to my bank.  When they pulled up the account.  The 1-800 people had blocked the fees where NOTHING could be done about them.  I am now out $105.00 and was told by the 1-800 people that another $35.00 will be deducted tonight. Don’t you think the millions of tax payers money was enough.  They are not customer service. Nor was the people at my branch.  THey all had this \deer in the headlights\ look. 

]]> By: romeo's crying http://futurebanking.bankofamerica.com/twitter-customer-experience-bank-america_696#comment-3428 romeo's crying Sun, 08 Nov 2009 19:53:26 +0000 http://futurebanking.bankofamerica.com/?p=696#comment-3428 BEWARE HIDDEN FEES FOR INSUFFICIENT FUNDS. UNLIKE FROST BANK AND OTHER BANKING INSTITUTES.... YOU DO NOT GET CREDIT FOR DEPOSITING FUNDS INTO YOUR ACCOUNT BEFORE THEY ARE TAKEN OUT.. YOU GET A HIDDEN FINANCE CHARGE OF 35.00... THEN YOU GET ANOTHER FINANCE CHARGE FOR NOT PAYING THAT FINANCE CHARGE...OH AND IF YOU ARE BUSY , AND YOU DON'T CHECK YOU ACCOUNT FOR 5 DAYS AFTER YOUR FINANCE CHARGES HAVE BEEN POSTED, YOU GET ANOTHER 35.00 CHARGE FOR NOT PAYING YOUR FIRST FINANCE CHARGE WITHIN 5 DAYS... SO BEFORE YOU KNOW IT YOUR DEEPER IN DEBT THAN YOU EVER HAVE BEEN AND YOU HAVEN'T EVEN SPENT ONE SINGLE SENT... NO WONDER BANK OF AMERICA HAS TO PAY THEIR CUSTOMERS TO BANK WITH THEM. BEWARE HIDDEN FEES FOR INSUFFICIENT FUNDS.

UNLIKE FROST BANK AND OTHER BANKING INSTITUTES…. YOU DO NOT GET CREDIT FOR DEPOSITING FUNDS INTO YOUR ACCOUNT BEFORE THEY ARE TAKEN OUT.. YOU GET A HIDDEN FINANCE CHARGE OF 35.00… THEN YOU GET ANOTHER
FINANCE CHARGE FOR NOT PAYING THAT FINANCE CHARGE…OH AND IF YOU ARE BUSY , AND YOU DON’T CHECK YOU ACCOUNT FOR 5 DAYS AFTER YOUR FINANCE CHARGES HAVE BEEN POSTED, YOU GET ANOTHER 35.00 CHARGE FOR NOT PAYING YOUR FIRST FINANCE CHARGE WITHIN 5 DAYS…
SO BEFORE YOU KNOW IT YOUR DEEPER IN DEBT THAN YOU EVER HAVE BEEN AND YOU HAVEN’T EVEN SPENT ONE SINGLE SENT…
NO WONDER BANK OF AMERICA HAS TO PAY THEIR CUSTOMERS TO BANK WITH THEM.

]]> By: Got the Shaft http://futurebanking.bankofamerica.com/twitter-customer-experience-bank-america_696#comment-3423 Got the Shaft Sat, 07 Nov 2009 06:34:27 +0000 http://futurebanking.bankofamerica.com/?p=696#comment-3423 I was a good customer for ten years. Then one day, one of the horrible people in B/A's credit resolution department, wiped out all my credit. Just because she thought she knew better than I what I was capable of doing with my financial information. She didn't bother to check that I was a good reliable customer with a credit score of 858, no she did not care about that. She talked to me for all of two  minutes, said "hold on please" and then came back to tell me my credit was gone, and that it was $300 above what I owed. I had to cash in a CD to get the cash to create a gap between what I owed and what my limit was, and they just did it again. They are a bunch of thugs, and should not be working at any bank, as they are incompetent fools who are ruining B/A's reputation throughout the country. Whoever is hiring these thugs, ought to be fired. I was a good customer for ten years. Then one day, one of the horrible people in B/A’s credit resolution department, wiped out all my credit.
Just because she thought she knew better than I what I was capable of doing with my financial information. She didn’t bother to check that I was a good reliable customer with a credit score of 858, no she did not care about that. She talked to me for all of two  minutes, said “hold on please” and then came back to tell me my credit was gone, and that it was $300 above what I owed. I had to cash in a CD to get the cash to create a gap between what I owed and what my limit was, and they just did it again. They are a bunch of thugs, and should not be working at any bank, as they are incompetent fools who are ruining B/A’s reputation throughout the country. Whoever is hiring these thugs, ought to be fired.

]]> By: @bvlavern http://futurebanking.bankofamerica.com/twitter-customer-experience-bank-america_696#comment-3417 @bvlavern Thu, 05 Nov 2009 20:27:00 +0000 http://futurebanking.bankofamerica.com/?p=696#comment-3417 I am not happy with BOA right now!!!  What can someone do to help me!!!  For the last few months I have been trying to lower my interest rates!!!  The dept department at BOA told me to close all my accounts before I start the dept reliefe process because it would look better on my account... After I did all of that... Guess what!!! BOA dept relief management told me that I could manage my accounts but to pay BOA double payments!!! I went through the whole credit check (which BTW lowers your credit score when any bank checks your credit score). Now BOA turned off my online access so I can't see me balance on my credit cards.  I had to call BOA to ask them to send me the paper statement just so I can pay my bills on time. HELP!!!!!  ALL I ASKED WAS TO LOWER MY INTEREST RATE ON MY CREDIT CARDS AND I GET THIS!!! I am not happy with BOA right now!!!  What can someone do to help me!!! 
For the last few months I have been trying to lower my interest rates!!!  The dept department at BOA told me to close all my accounts before I start the dept reliefe process because it would look better on my account… After I did all of that… Guess what!!! BOA dept relief management told me that I could manage my accounts but to pay BOA double payments!!! I went through the whole credit check (which BTW lowers your credit score when any bank checks your credit score). Now BOA turned off my online access so I can’t see me balance on my credit cards.  I had to call BOA to ask them to send me the paper statement just so I can pay my bills on time. HELP!!!!!  ALL I ASKED WAS TO LOWER MY INTEREST RATE ON MY CREDIT CARDS AND I GET THIS!!!

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