My wife has been depositing her payroll check at Bank of America for over 16 years. Her most recent check, 12/31, could not be read at the bank clearing house, so a Return Item Chargeback and a $12 dollar fee were applied to my account.
After calling Customer Service and speaking to an agent, Tera, and a manager I was transferred to a second manager, Aaron. He told me the mistake was made at the receiving bank’s end and there was nothing he could do to resolve the problem. According to Ameriprise Bank, the check was never presented for payment. It had to be Bank of America’s clearing house that could not read the routing number.
OK, assume the problem was at the receiving bank.
One, when the equipment misread the photo image you electronically transmitted to them, someone there should have looked at the image.
Two, when Bank of America was notified the check could not be processed, someone at Bank of America should have looked at the image.
Both banks had an opportunity to avoid this problem.
I have bills to pay that rely on that deposit and Aaron would not assure me I would not incur additional fees for falling below my minimum checking account balance.
What good is a customer service department that is not willing or does not have the ability to correct the mistakes made by computers? This is not a matter of funds not being available. It is simply a routing number that could not be read. It is a shame how computers and automation at Bank of America have crippled their Customer Service’s ability to provide quality support. Let the computer make a mistake, no problem, just add a fee to the customer’s account and let them figure it all out.
Manager, Aaron pulled up a copy of the check image and could not see a thing wrong with it. I could not believe he chose not to make a call to the other bank or clearing house and make an attempt at resolving this issue.
I could care less which bank flagged this problem. As far as I am concerned, either of the two banks could have avoided this problem and both banks were irresponsible. Furthermore Bank of America’s unwillingness to handle my problem is unacceptable. I make a mistake or let my minimum balance get too low, you apply a fee. You or your equipment make a mistake, you apply a fee. When do I, my wife, and her employer get compensated for the hours wasted trying to get you to fix your problem? I am seriously considering taking my business elsewhere.
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