BOA Customer Support is beyond frustrating

[TheFIGuy]

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...

[K-in-Boston]

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?

[TheFIGuy]

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@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?

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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.

[TheFIGuy]

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@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?

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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.

[Anonymous]

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?

[Anonymous]

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!

[wasCB14]

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).

[Trikoret]

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. 

[kdm31091]

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@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. 

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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.

[TheFIGuy]

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@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?

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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!