Bank of America - Lower Standards
October 25th, 2006
Here is a customer service note to credit card companies. If a portion of your website is broken, do not blame it on the customer. As you can see with the screenshot above, I am told that I am unable to pay my bill online due to “the status of my account.” Nowhere on the website is any type of reference or explanation to what my “status” was. All I could think was “Did my account get suspended for some reason?” or “Did someone steal my credit card and charge it up so they froze my account?” Of course I could not check my recent transactions because of the “status of my account.”
So you might ask yourself, “Why are you bitching? Just call the number.” Well…I did. Twice. And after navigating through all my “easy options for paying my bill,” I ended up lost in an automated system maze. Then I punched in the secret sequence of numbers that led me to customer service. By the way that secret sequence goes like this: “00#*00##**00100**##**” I think they got the point I needed to speak with someone. Finally after reaching someone, I didnt get halfway through my sentence before the customer service lady interrupted me telling me that the website was not working correctly and that I could pay over the phone for, get this, free. Woo Hoo.
Okay Bank of America, I get it, you goofed. But why the hell did I have to jump through hoops and call customer service twice just to find that out? Why did you make it sound like somehow it was my fault by referring to the “status” of my account? This whole thing could have been better handled if they would have been up front about it saying something like:
“Dear loyal customer, please bear with us, in an effort to better serve and update our payment processing systems we are unable to take your payment online. Please call us at …. to pay over the phone.”
And while calling in to the number, it would have also been nice to hear something to the effect of, “If you are calling because of an error on bankofamerica.com and are unable to pay your credit card online, please press 1.”
A couple of things that were a real kick in the pants, they called their customer service center, their customer satisfaction center.
Also as you can see from the image above, they are urging me to go paperless.
Sorry BOA, I am unable to do so “due to the status of my account.”
Entry Filed under: General
3 Comments Add your own
1. Gus | October 27th, 2006 at 8:34 pm
That is what these capitalist pigs do.. Did you know the toys you enjoy so much were produced by little kids in China?? Hey, this guy is a commie!!!!
2. Unhappy Associate | December 11th, 2006 at 4:16 pm
I am a long-time BofA Associate. This is a problem even for us. The MBNA merger has been a customer service nightmare that doesn’t seem to be ending any time soon.
Trying requesting the survey after speaking to a customer service associate. The survey hasn’t worked for months, yet they keep saying “is is down due to technical problems stemming from systems consolidations…blah, blah, blah….” I asked why they continue to play the message informing callers to request it. Silly, not excusable. Embarassing!
I feel bad about this thing and make me feel dirty as a Bank of American that does strive for higher standards.
3. The Idea Thunderdome 2.0 &hellip | August 1st, 2007 at 4:42 pm
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