Thursday, December 20, 2012 - 8:01 AM
****s Up People's Financials At Free WillBank of America
My family and I have been Bank of America customers for a very long time. I opened my first checking account with them almost 13 years ago. There have been a couple of things they have done that have frustrated me, but none like the one that happened a week or so ago. While out shopping, I left my checkbook at one of the stores. After getting home and retracing my steps, I called the store and they said they had it. They did say they called the bank to see if they had a way of getting in touch with me as I was not in the phone book. I told them the bank had NOT contacted me but that was okay I was on my way to pick up the check book. Keep in mind no one had stolen it or run off with it so there was no threat of someone using my checks or DL.
It wasn't until a week later that my hairdresser (thank goodness it was her) texted me asking me if everything was okay because my check to her was returned stamped "stop payment!" I felt really embarrassed because I didn't no what the heck was going on. I told her everything was just fine and that I had money to cover her check.
Now to the climax of the ordeal - when I called Bank of America's customer service, and spoke to Alex, he said a stop payment had been placed on a certain check range. I was livid - more than livid. I told him that was not correct and I did NOT authorize it. He asked if I knew a Kathleen and I said no (who later turned out to the more believable store manager). He said he would cancel it immediately. I was so upset and worried because I had some outstanding checks - which had been cleared thank goodness! I hung up with him hoping it had been resolved. I called back a few minutes later to ask another question and this time spoke to Matilda. She said apparently the customer service person that it was me calling in! Did she not try to confirm it was me? Did she not call back or email to let me know this was done? NO NO NO! I told the person that the employee who placed the stop payment should be reprimanded.....he said he would make a "notation in the file to have her coached." NO, she should be fired!!!! I then get a form letter in the mail saying "as per your request...." I marked on it that it was not my request and mailed it back. I am going this weekend to close out my savings and start the process of switching my checking to another bank - one with mostly 4 star ratings. And if /when they ask me why, I might have a hard time trying to keep my cool while deciding if I want to tell them the real reason!
1. Thursday, December 20, 2012 - 9:17 AM
I can understand that you were embarrassed by the situation with your hairdresser and frustrated at the turn of events.
Here's how I read your accounting of events. Kathleen (the store manager) helpfully calls BOA asking how to contact an accountholder. The bank, in order to safeguard your privacy, cannot give her your contact info. She then tells them "oh I found/she left behind her checkbook". The CSR can't tell if the checkbook has been accidentally left behind or stolen and then discarded, so he/she probably asks Kathleen the range of check numbers left in the checkbook and puts a stop payment on those numbers. Meantime, you retrace your steps and recover your checkbook, thinking all is well. You continue writing checks, one of which is to your hairdresser, and discover it has been rejected and call the bank to find out what is going on.
If you call the bank and report a checkbook left behind/lost, for your protection the bank isn't going to take chances - they will stop payment on those check numbers (they may need to calculate the check numbers involved based on the last check cleared / in process and the ending number on that book of checks). If some anonymous person calls the bank and says they found a checkbook (whether it was left behind/stolen), the same thing happens. The alternative is to risk that the checks will be used fraudulently.
Sorry, but in this case I think the system worked correctly.
Good luck to you.
1,027 posts since
Nov 2, 2010
Rep Points: 3,948
2. Friday, December 21, 2012 - 9:09 PM
I think the system worked, too. I also don't think it was particularly helpful to demand the firing of the bank employee. It needlessly creates a hostile environment, which will end up being counterproductive.
352 posts since
Aug 3, 2010
Rep Points: 1,988
3. Saturday, December 22, 2012 - 5:50 AM
To follow up with Lou's/PB's posts:
Most bank employees are trying their best to meet the customers' needs. It is to our best interest to work with the bank peacefully and positively. From CSR's perspective, who would want to work with a critical and negative customer? From our perspective, it hurts us mentally and physically to be negative and it is not contructive to the case at all.
I was in this mode several times since it is human nature to react to negative outcome; but I now make an effort to calm myself down and work with the bank to reach a mutually-beneficial outcome. In some cases, it did not come out that way but it is best-effort on my part. Then I resort to other means (higher management, CFPB, etc.); but with a consistent and fair attitude.
Hope this helps.
1,041 posts since
Jan 16, 2010
Rep Points: 4,753
4. Saturday, December 22, 2012 - 10:43 PM
I agree with everyone that commented above. I also believe that Christina6871 needs to bank with a subprime lender to see what there out come would of been. I believe you had no reason to feel embarresed if you explained to your hairdresser the situation. Wow this is why bank personel is rude, because of people like you Christina6871 GROW UP!!!!! Identity theif is up 70% from 10 years ago its called protecting your identity. People like you need to know how it feels to have somebody steal your identity. Whoever the bank reps where thank you for following procedure in safe guarding an ungratful person.
2 posts since
Dec 22, 2012
Rep Points: 3