I called in to the Gettsville, NY office to make a mortgage payment over the phone today, Feb. 10th at 9:30am. The rep that helped me (Shanna) was very rude and lacks the patience to interact with customers. Bank of America should provide her with additional training on how to assist and interact with customers. Her service skills are in desperate need of improvement. Your website states "our trained associates have solutions that may be right for you. We're here for you". Shana's "assistance" did not live up this statement. Furthermore, she is not knowledgeable about what Bank of America offers. She told me that BOA's website did not contain information about programs that help customers who are behind on their mortgage due to difficult times. Not true. I'm disappointed in the service that was provided mainly because I was attempting to bring my mortgage up to date. I would think an associate would be most helpful in collecting monies due to BOA.
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