Bank of America review: making a payment on my mortgage

On December 3, 2019 at approximately 10:45 a. m. I checked in at the front entrance to get my check which is made out to me and Bank of America to get it stamped or approved so I may be able to continue on to the Teller to pay on my Mortgage for the month. I was told that it would take from 15-20 minutes because there was one other person in head of me. So I had a seat in the waiting area whereas 25 minutes or better had pass and I went back to the desk where I had left my check and Driver License for approval and ask what was the hold-up. I was then told by a person wearing the name tag (Victoria) and the gentlemen (G) whom name I was unable to pronounce however it began with the letter "G" that sometimes it takes longer. So I took another seat in the waiting area. Later on the person (Victoria) called me back to the counter to get my check and Driver License because it had been stamped with the approval stamp and initial. Therefore I proceeded to the Teller where I waited in line an extended amount of time to finally be called "Next" and presented my checks to pay my on my Mortgage and was told that it had to be deposit in my account whereas I told the young lady that both checks was to be applied to my Mortgage and that there was no need for them or the one with both my name and Bank of America name to be cashed and then deposit in my account. She then requested my Driver License again and I told her there were no need for that because the check already had the approval stamp on it. I requested to speak with a Manager. The person wearing the name tag Victoria came and said that it was a new system and that I had to show my Driver License again by then it was 12:10 p.m. I asked her if she was a Manager and she said that she was, however I was not convince that she really was but I followed through and showed my Driver License again. I proceeded in telling her that every since she been there and before I come every month to pay on my Mortgage and to sometimes make a deposit and it has never nor should it of had taken that long for me to make a payment. She only said that she was going to make note of it and see what could be done about it. She was not very convincing nor did I feel that she even cared about the length of time the hold process taken me that day. Something need to be done about this situation and also the Bank itself need to be more people friendly. There is no sitting arrangements for the disable nor the elderly and at any given time one has to wait in line for a long period of time. Now I myself uses a cane and sometime a walker due to my disability and that amount of standing is definitely a hardship on me. I do hope you address this issue ASAP. Just so you know that I have been with Bank of America through my Mortgage for over 13 years and I use to mail my payment in but that seem to be a problem because I was told that they did not receive the full payments or that one of the checks were missing. So therefore now I brings it to the Bank of America which is the closet location to me every month because I'm told that no one else can do it for me since the check is made out to me(In my name) and to Bank of America from Dallas County Health & Human Services Department.

Very appreciative

Roena "Imani" Calicutt
328 Ella Avenue
Dallas, Texas [protected]
[protected]
[protected] (Cell) Please feel free to leave a message if there's no answer. Thanks!
Mortgage Number [protected]
e-mail: [protected]@att.net