topic Re: BOA Customer Support is beyond frustrating in Credit Cards

BOA Customer Support is beyond frustrating

TheFIGuy — Sat, 29 Feb 2020 01:26:39 GMT

I'm not sure if I'm unlucky or maybe I'm just to direct but every time I call BOA with an issue the customer support reps literally are useless. Also, it seems every time I call they're "experiencing high call volumes". Some CSR literally talked in circles and when I requested a manager they put me on hold for 10min came back with a half-baked answer to my original question and stated they spoke to the "specialists/supervisor for me". I requested the manager and they stated all the "specialists"—(I'm assuming managers) are busy and they are unable to get my one. I am/was absolutely baffled! I just hung up and I'm now on hold again to speak to someone about my original issue.

Here is to another 14+ min on hold.

Am I asking for too much or is this normal with BOA...

Re: BOA Customer Support is beyond frustrating

K-in-Boston — Sat, 29 Feb 2020 01:38:14 GMT

I've not experienced long hold times with them in the past, but this will really depend on what you are trying to accomplish. What is the issue that requires a manager?

Re: BOA Customer Support is beyond frustrating

TheFIGuy — Sat, 29 Feb 2020 01:53:50 GMT

@K-in-Boston wrote:
I've not experienced long hold times with them in the past, but this will really depend on what you are trying to accomplish. What is the issue that requires a manager?

My auto-payment series was canceled for my bill due March 04, 2020. Two BOA CSR's stated it was impossible and one has now transferred me to "Bill Payments" who I'm on the phone with now. The Bill payments CSR is stating they have "NEVER" seen this unique code before and someone from BOA canceled the payment.

Re: BOA Customer Support is beyond frustrating

TheFIGuy — Sat, 29 Feb 2020 02:29:19 GMT

@K-in-Boston wrote:
I've not experienced long hold times with them in the past, but this will really depend on what you are trying to accomplish. What is the issue that requires a manager?

If you're wondering:

So the CSR I got in the bill payments department was VERY helpful. The skinny is someone from "High" inside BOA claims canceled my current auto-payment—(not the recurring series) assumed due to an open claim I have for a large amount. Sadly, they did not leave good notation and just canceled the payment, also they did not alert me the consumer to this action. The bill payments CSR said he was making detailed notes as to everything because (i.) The consumer should have been alerted to this action (ii.) They should have taken notes, especially regarding canceling someone's payment (iii.) I spoke with the front-line dispute department (3) weeks ago regarding making the payment and was told 100% I should be paying the balance. If anything was to change I should have been alerted ASAP.

This is 120% why I have auto-payments deducting (3) days before the bill due date. Just in case something weird happens I have time to make adjustments. I now do not owe anything this month, but, I will hide the money away in my budget just in case the claim is reversed against my favor.

P.S the bill payments CSR was actually really cool and said he thought for sure it was an ID-10T error—(If you work in or have worked in IT you know what I mean) They get them all the time, but as he looked further he could tell I was not lying or mistaken and something was done by BOA.

Moral of the story "Trust but Verify" and get the right department in BOA to help.

Re: BOA Customer Support is beyond frustrating

Anonymous — Sat, 29 Feb 2020 20:21:01 GMT

I have had long wait times with BoA customer service. This might seem like an odd question, how much monthly spend do you put on the card?

Re: BOA Customer Support is beyond frustrating

Anonymous — Sat, 29 Feb 2020 20:27:24 GMT

Sorry you had to go through that ordeal, OP! I hope now that the problem is solved, it's resolved for good! There's nothing wrong with being assertive, especially in a case like this. It's time CCC realize they work for us and not the other way around!

Re: BOA Customer Support is beyond frustrating

wasCB14 — Sat, 29 Feb 2020 20:56:14 GMT

I've called twice. 10 and 14 minute waits. And that's with the system recognizing me as Platinum Honors.

I get ebills and push payments. My problem was that I wanted the card expedited (and the first time I called, those specialized reps had already left for the day).

Re: BOA Customer Support is beyond frustrating

Trikoret — Sat, 29 Feb 2020 22:06:17 GMT

I'm also plat honor and I usually call from BofA iOS app. It connects me within 5 min. Most of my calls are too expedite a replacement card. If they had that option on their app like Amex, we won't need to talk to cs. No idea why they haven't added that option on their app.

Re: BOA Customer Support is beyond frustrating

kdm31091 — Sat, 29 Feb 2020 22:12:49 GMT

@Trikoret wrote:
I'm also plat honor and I usually call from BofA iOS app. It connects me within 5 min. Most of my calls are too expedite a replacement card. If they had that option on their app like Amex, we won't need to talk to cs. No idea why they haven't added that option on their app.

My guess is they don't want to pay for expedited shipping on your card unless you have what they see as a "good" reason, which is why you have to call. If you could just click on the app, everyone would just opt for the expedited card and cost BofA more money.

Re: BOA Customer Support is beyond frustrating

TheFIGuy — Sun, 01 Mar 2020 00:13:51 GMT

@Anonymous wrote:
I have had long wait times with BoA customer service. This might seem like an odd question, how much monthly spend do you put on the card?

I put $365/year through the card min. in 2019 I put $15,431 through them solely. I love numbers and budgeting so I was happy you asked because I can give you the exact amounts lol. I'll be restructuring my cards and sock drawing them with only my yearly subscriptions after this fiasco.

I was using them solely because of 3% cashback on online purchases. But after dealing with this claim process and now this foolishness personally I'm going to leave them to my auto-yearly subscription(s) and call it a day. Funny my yearly subscription(s) come out almost once a month for certain things so it won't be a drought from charge to charge.

I'm shifting my heavy spending to AMEX Gold, Platinum, BBP, and NFCU Flagship—(soon to come).

I'm sure BOA treats others well and it's hit or miss for some but personally I didn't like this process or the front-line CSR's constantly misinforming me. I also only have this card with them and do not plan to push my retirement or banking to them whatsoever, that's for NFCU and Schwab!

Re: BOA Customer Support is beyond frustrating

TheFIGuy — Sun, 01 Mar 2020 00:17:18 GMT

@Anonymous wrote:
Sorry you had to go through that ordeal, OP! I hope now that the problem is solved, it's resolved for good! There's nothing wrong with being assertive, especially in a case like this. It's time CCC realize they work for us and not the other way around!

Right, (2) CSR's literally said it's "Impossible" for BOA to cancel payments and I 100% did it and must not have noticed. Or, someone logged into my account and did it for me. I was like umm, negative ghost rider the pattern is full!

Re: BOA Customer Support is beyond frustrating

TheFIGuy — Sun, 01 Mar 2020 00:20:31 GMT

@Trikoret wrote:
I'm also plat honor and I usually call from BofA iOS app. It connects me within 5 min. Most of my calls are too expedite a replacement card. If they had that option on their app like Amex, we won't need to talk to cs. No idea why they haven't added that option on their app.

That's awesome, I'm sure you're treated more respectfully or at least have more informed CSR's. It's sort of like AMEX Platinum, I call them for anything with my card(s) because I know it will be handled.

But, AMEX front-line CSR's and BOA front-line CSR's are on different levels to me personally. I have never experienced an issue like this in my years with AMEX, even before AMEX Platinum support. If I have an issue the AMEX CSR's are quick to transfer me to the correct department and admit they do not know the answer.

Above is YEMV of course.

Re: BOA Customer Support is beyond frustrating

Green456 — Sun, 01 Mar 2020 00:54:49 GMT

@TheFIGuy wrote:
@Anonymous wrote:
I have had long wait times with BoA customer service. This might seem like an odd question, how much monthly spend do you put on the card?
I put $365/year through the card min. in 2019 I put $15,431 through them solely. I love numbers and budgeting so I was happy you asked because I can give you the exact amounts lol. I'll be restructuring my cards and sock drawing them with only my yearly subscriptions after this fiasco.

I was using them solely because of 3% cashback on online purchases. But after dealing with this claim process and now this foolishness personally I'm going to leave them to my auto-yearly subscription(s) and call it a day. Funny my yearly subscription(s) come out almost once a month for certain things so it won't be a drought from charge to charge.

I'm shifting my heavy spending to AMEX Gold, Platinum, BBP, and NFCU Flagship—(soon to come).

I'm sure BOA treats others well and it's hit or miss for some but personally I didn't like this process or the front-line CSR's constantly misinforming me. I also only have this card with them and do not plan to push my retirement or banking to them whatsoever, that's for NFCU and Schwab!

I use BofA because I travel a lot and need branch access around the country. Otherwise like you, I would have probably switched to Schwab.

Re: BOA Customer Support is beyond frustrating

Anonymous — Sun, 01 Mar 2020 01:07:13 GMT

@TheFIGuy wrote:
@Anonymous wrote:
I have had long wait times with BoA customer service. This might seem like an odd question, how much monthly spend do you put on the card?
I put $365/year through the card min. in 2019 I put $15,431 through them solely. I love numbers and budgeting so I was happy you asked because I can give you the exact amounts lol. I'll be restructuring my cards and sock drawing them with only my yearly subscriptions after this fiasco.

I was using them solely because of 3% cashback on online purchases. But after dealing with this claim process and now this foolishness personally I'm going to leave them to my auto-yearly subscription(s) and call it a day. Funny my yearly subscription(s) come out almost once a month for certain things so it won't be a drought from charge to charge.

I'm shifting my heavy spending to AMEX Gold, Platinum, BBP, and NFCU Flagship—(soon to come).

I'm sure BOA treats others well and it's hit or miss for some but personally I didn't like this process or the front-line CSR's constantly misinforming me. I also only have this card with them and do not plan to push my retirement or banking to them whatsoever, that's for NFCU and Schwab!

Yeah, with BoA it might not matter how much spend you put on the card. Might need to have $100K in investments to get premium service lol.

I didn't put much spend on mine at the time I called them. Wait times were horrendous.

Re: BOA Customer Support is beyond frustrating

Green456 — Sun, 01 Mar 2020 01:48:40 GMT

@Anonymous wrote:
@TheFIGuy wrote:
@Anonymous wrote:
I have had long wait times with BoA customer service. This might seem like an odd question, how much monthly spend do you put on the card?
I put $365/year through the card min. in 2019 I put $15,431 through them solely. I love numbers and budgeting so I was happy you asked because I can give you the exact amounts lol. I'll be restructuring my cards and sock drawing them with only my yearly subscriptions after this fiasco.

I was using them solely because of 3% cashback on online purchases. But after dealing with this claim process and now this foolishness personally I'm going to leave them to my auto-yearly subscription(s) and call it a day. Funny my yearly subscription(s) come out almost once a month for certain things so it won't be a drought from charge to charge.

I'm shifting my heavy spending to AMEX Gold, Platinum, BBP, and NFCU Flagship—(soon to come).

I'm sure BOA treats others well and it's hit or miss for some but personally I didn't like this process or the front-line CSR's constantly misinforming me. I also only have this card with them and do not plan to push my retirement or banking to them whatsoever, that's for NFCU and Schwab!
Yeah, with BoA it might not matter how much spend you put on the card. Might need to have $100K in investments to get premium service lol.

I didn't put much spend on mine at the time I called them. Wait times were horrendous.

You get preferred rewards specialist and dedicated phone line at Gold level which is $20,000.

Re: BOA Customer Support is beyond frustrating

Anonymous — Sun, 01 Mar 2020 05:19:00 GMT

I've been frustrated with calling them for a while. A product change takes a minimum of two weeks when it's instant with AMEX and Chase. Calling them will put you on hold for a minimum of 10 minutes on a good day. I'm wondering if the other major physical lenders are better? I also bank with Charles Schwab and they're amazing, but they don't have physical branches unfortunately.

Re: BOA Customer Support is beyond frustrating

Kforce — Sun, 01 Mar 2020 06:32:23 GMT

@kdm31091 wrote:
@Trikoret wrote:
I'm also plat honor and I usually call from BofA iOS app. It connects me within 5 min. Most of my calls are too expedite a replacement card. If they had that option on their app like Amex, we won't need to talk to cs. No idea why they haven't added that option on their app.
My guess is they don't want to pay for expedited shipping on your card unless you have what they see as a "good" reason, which is why you have to call. If you could just click on the app, everyone would just opt for the expedited card and cost BofA more money.

This is why more and more features are not web /app available. (All Issuers)

We abuse they cut.

Re: BOA Customer Support is beyond frustrating

Green456 — Sun, 01 Mar 2020 14:11:29 GMT

@Anonymous wrote:
I've been frustrated with calling them for a while. A product change takes a minimum of two weeks when it's instant with AMEX and Chase. Calling them will put you on hold for a minimum of 10 minutes on a good day. I'm wondering if the other major physical lenders are better? I also bank with Charles Schwab and they're amazing, but they don't have physical branches unfortunately.

If you want wide branch support then your only other option is Chase. If you don't plan to travel to South East then U.S. Bank is a good alternative. They have great customer service and good credit products. Much better than BofA or Chase in my opinion.

Re: BOA Customer Support is beyond frustrating

VPExecutive — Sun, 01 Mar 2020 18:06:28 GMT

@TheFIGuy wrote:
@K-in-Boston wrote:
I've not experienced long hold times with them in the past, but this will really depend on what you are trying to accomplish. What is the issue that requires a manager?
My auto-payment series was canceled for my bill due March 04, 2020. Two BOA CSR's stated it was impossible and one has now transferred me to "Bill Payments" who I'm on the phone with now. The Bill payments CSR is stating they have "NEVER" seen this unique code before and someone from BOA canceled the payment.

So go online and re-establish the autopay series? Why does that take a 15+ minute phone call when the problem can be solved in two minutes?

Re: BOA Customer Support is beyond frustrating

GmbH — Sun, 01 Mar 2020 18:52:10 GMT

I am sorry to hear that OP, in my 13 years with BofA I have never had a single negative experience. I am sure it will sort out.