Do you think you're calling Bank of America when you're on hold for half an hour to talk to customer service?
I used to work for a third-party vendor, Teletech Holdings, Inc., in Morgantown, WV. Bank of America essentially "bought" this call center to close down most of its other nationwide call centers because we were (to quote a BOA manager) "cheaper labor".
I am full aware of BOA policies regarding how they treat their customers, and it boils down to this: unless you have an "Advantage" type account, they don't care. They have different refund policies for their different account types. So if a MyAccess customer calls in for a refund, but does not have the "Advantage" account, 9 times out of 10 you will not get a refund. Why does the "Advantage" account types get overdraft refunds? BOA figures, in the long run, they will make more money off of those accounts, since those customers usually have mortgages and credit cards and such, so they will earn more off the interest alone. Great customer service.
As a Customer Service Rep, I know that it felt wrong to be in Teletech's call center answering as one of your BOA reps. But with BOA, when you open your account, look at the fine print. It says that unless you call and specify that you do not want third-party information sharing (oh, yeah, and you must call EVERY year to update that), then all of that personal information you just gave out— your social security #, date of birth, account numbers— it all just went to someone that doesn't even work FOR your bank, let alone AT it.
A lot of companies do it. It's the biggest reason I quit last March and haven't gone back into the workforce since. I'm sick of how much Corporate America gets away with and how much the Almight Dollar can keep their asses out of trouble.
I'm very glad to see others are speaking out against such a (in my own opinion) Super-Greedy, Life-Sucking, Too-Big-For-The-Very-People-Who-Support-It Corporate Monster.
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