I have had an account with Bank of America for over 20 years. I always recommended it to family and friends, and rated it "10" on customer service surveys. NEVER AGAIN!
Bank of America froze my account without warning. I was overseas at the time visiting Isaac Here's, my autistic son who lives in a hostel in Israel. Both my son and my daughter, Sarina Heres, are on my account. My daughter went to a Bank of America branch in Long Island, New York with a notarized Power of Attorney to act on my behalf. Bank of America refused to accept the Power of Attorney.
For over 3 hours on Thursday, July 11, 2019, I called overseas to the United States to find out why my account was frozen. I was transferred from clerk to clerk, each one contradicting what the previous one said to me. It seems that my account was frozen because my son did not use his debit card. However, I use mine all the time!
I was told that my son and I must immediately return to the United States within the next 4 days, by monday, July 15, in order to remove my son's name from my account. I explained that neither of us could return to the States within such a short period of timesuch short notice. The cost to fly to New York on such short notice would be over $1, 000 per ticket. I am a widow and senior citizen. I do not have the money for such an expense. Furthermore, if my account is frozen, then I could not charge the tickets. I was then given 2 extra days to arrive in the by July 17, or my account would no longer be frozen, but closed!
I was then transferred to a bank representative in Dallas, Texas who agreed to speak to my son over the phone once he provided answers to personal questions and confirmed that he agreed to be removed from my account. After being satisfied with my son's responses, the Dallas bank representative transferred me to a customer service representative to activate my account and remove my son's name from it.
Not only did the guy in customer service tell me it was impossible to do, but he said the account would be closed on July 15 if we did not arrive at the bank before then. He insulted me and practically called me a liar, saying I had not spoken to anyone in Bank of America representative in Dallas. The Dallas representative is the one who transferred me to this guy!
I asked for a supervisor, and after another long wait, I was finally connected. She apologized and was very surprised by the demand to fly back to the United States by July 15. She said she would deal with the matter and unfreeze the account.
I thank the supervisor who resolved the matter, however I feel compelled to write this letter of complaint against your other employees. I have never been treated so rudely before. Customer Service should mean giving service to customers, not mistreating them, giving them false information, or practically calling them a liar.
This entire experience has soured my prior favorable impressions of Bank of America.