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.
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