My Bank of America Customer Service Experience
I have to admit that the last few times I have contacted Bank of America (BOA) their customer service has left a lot to be desired. Not to mention they are stuck in the 1980’s and offer no way to contact them electronically (live chat, secure message etc.). My latest Bank of America customer service experience really drove me crazy though. It took me multiple calls, long hold times, and some terrible procedures to simply close down a few credit cards.
As some of you may remember I recently called Bank of America when the annual fees posted on my Alaska Airlines and Virgin Atlantic cards. I wanted to see if there were any retention offers like what I had previously received on my Alaska card.
After hearing their offers I decided to close the accounts. This was in part to increase my chances at getting a more desired Bank of America product. The other part was my desire to simplify my life and reduce the need to track so many accounts.
After closing the accounts the agent said my my annual fees should be credited within a few days. I had 3 weeks or so before the due date so I was sure the annual fees would be credited in time. It takes American Express all of one day to get this accomplished most of the time.
Not So Fast
After 2 weeks the accounts were still showing a balance so I decided to call in again. There was a 50 minute wait time but they were willing to call me back. I can not tell you how INSANE it is for a bank customer service line to have an hour wait time but I thought it must be an anomaly. Maybe adding a secure message feature for your customers would help with that…just an idea.
I received the call about an hour later and was told my accounts were closed but I needed to pay the annual fee. I asked why they weren’t credited in the first place. She said I needed to pay the fee and then they would be credited.
At this point I knew this would require another call to BOA to get the refund. Since they don’t have any other way to contact customer service. I really wanted to avoid that. She said she could not credit them herself since it wasn’t done properly when the accounts were originally closed. I don’t know if this is true or not. I can not remember if I needed to pay the annual fee before getting a credit in the past with other BOA cards.
There really was no other option at this point so I paid the annual fees. The very next day a credit balance showed on my account, how stupid is that? So I of course had to call Bank of America again to take care of my negative balance. And wouldn’t you know it, the hold time was once again over an hour. What is going on with this bank?
After finally getting my call back, over an hour later, I was able to get the money deposited into my checking account within a few days.
There are so many things wrong with this situation. Why did I have to call so many times to cancel two credit cards? I shouldn’t have to call in at all to cancel a card. Why couldn’t they credit the annual fee when I called in instead of making me pay it and then call again for the credit? Lastly, what is with the 1990’s Ticketmaster hold times?
I have no idea how a bank can operate like this but it is beyond frustrating. What a waste of time and energy for something I can do in two seconds with American Express or Chase etc.
That is my latest Bank of America customer service experience have you had anything similar happen lately?
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