Last month, Peter over at Bible Money Matters wrote about his horrendous experience with closing his Bank of America account. Well, he is not alone with his Bank of America troubles.
I opened my accountÂ last March (15 months ago) and in July 2009, I wanted to take advantage of a promotion to use bill pay for $25. I had just graduated college and started to pay my bills, so it was great timing to get some free money for something I was going to do anyway.
I expected to see the money deposited in my account within 3 months. Nothing. I called up to see what the deal was and they told me that I was not eligible for the promotion because when I opened the account in the branch, I had technically “activated” bill-pay even though I had never used it.
For obvious reasons, that didn’t sit well with me, so I went into the branch where a nice woman named Jenny made a few calls and said that it would be taken care of.
Two months later and I still hadn’t heard anything. I went back to Jenny, who apologized, investigated again, and came to the same conclusion that I should be eligible and compensated. I sat there while she made a few calls to confirm that I should get paid.
2 months later? Bingo: still no payment.
Now it’s getting a bit ridiculous. I was ready to go back to Jenny, who agreed months ago that if they couldn’t get it done the proper way, would find another way to credit me my $25, possibly through a referral that didn’t really occur (see? I told you she was nice!).
Instead of going back to the branch, I used Peter’s tip and contacted Bank of America through twitter. Sure enough, mere minutes after I sent them a message, I got one back with contact information (Their twitter handle is @BofA_Help).
I told them my situation, gave them my bank information, and they looked into it. What did they find? That I had previously been credited. What? Did I make a HUGE mistake? Nope, they did. They saw a referral bonus and assumed it was the same thing.
I made it clear that I was quickly losing patience and explained their mistake. Finally, I got another email back saying that in order to keep my business, they would be crediting me $35 and they hoped that would make me happy.
Sure, it solved the problem, but it took too much of my time and I’ve already switched to ING as my primary bank. I don’t stand for bad customer service.