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BOA Customer Support is beyond frustrating

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TheFIGuy
Established Contributor

Re: BOA Customer Support is beyond frustrating


@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!

Message 11 of 27
TheFIGuy
Established Contributor

Re: BOA Customer Support is beyond frustrating


@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.

Message 12 of 27
Green456
Established Contributor

Re: BOA Customer Support is beyond frustrating


@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! Smiley Wink


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. 

Message 13 of 27
Anonymous
Not applicable

Re: BOA Customer Support is beyond frustrating


@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! Smiley Wink


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. 

Message 14 of 27
Green456
Established Contributor

Re: BOA Customer Support is beyond frustrating


@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! Smiley Wink


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.

Message 15 of 27
Anonymous
Not applicable

Re: BOA Customer Support is beyond frustrating

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.  

Message 16 of 27
Kforce
Valued Contributor

Re: BOA Customer Support is beyond frustrating


@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.

Message 17 of 27
Green456
Established Contributor

Re: BOA Customer Support is beyond frustrating


@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. 

Message 18 of 27
VPExecutive
Frequent Contributor

Re: BOA Customer Support is beyond frustrating


@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?

Message 19 of 27
GmbH
Contributor

Re: BOA Customer Support is beyond frustrating

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.

Message 20 of 27
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