Hi, my name is Daria
I have never done a bad review in my life before. The only reason I am doing this is to let your business know how unsatisfied and irritated your customers can get just because of terrible customer service in your branches (if you care of course)
my issue was today that I waited for 40 min in business line in one of your branches to make a withdrawal from a business account! The branch location is 303 Central Ave, Jersey City, NJ 07307. The manager's name was Alejandra. When you come in to the bank they greet you and encourage you to take the business line if you are a business account holder, apparently it is supposed to be quicker. After waiting for the first 10 min I addressed Alejandra, hoping she could probably transfer me to a regular line since it's been moving much quicker. Her response was: "of course it's quicker, business transactions take longer", and that's it!!! - she left inside after I finally got to the clerk there was a misunderstanding with the account to which the money were transfered. While she was taking care of that I was asked to step away from the window. However, after everything was settled I had to take a line all over again, and this I've never seen anywhere else before!!! Especially in bank institutions!!! Alejandra meanwhile seeing that I was getting really upset left inside again and stayed there the whole time! I was not redirected to another line or politely explained why I had to wait again. She left because she saw me getting upset about it and didn't want to address the issue.
This is the first time I am getting so upset with a person I don't even know, I have no words to express how unprofessional was that. I took into consideration that this is probably a busy branch but I've been in customer service myself for years, plus Bank of America is not the only bank that I use services of, but I will repeat myself - never seen unprofessionalism like that! I really hope the issue is that Alejandra is just a new and inexperienced employee and it is not the customer service level that Bank of America provides to its clients! 40 min should not be the waiting time for any customer, especially for business accounts, no matter whose fault is that-manager's, clerk's, busy hours or busy locations. But when the problem with a customer occurs manager has to try to assist, not hide inside and take her eyes away from a frustrated customer.
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