Let’s not forget that before all the banks failed, that they’ve been failing us in the customer service department for years and there’s no sign of it getting better.
My chat session from today:
Thank you for choosing Bank of America. You are now being connected to a Bank of America Online Banking Specialist.
Shaun: Hello. Thank you for being a valued Bank of America customer. My name is Shaun. I will be happy to assist you with your personal checking and savings accounts.
You: Hi, trying to transfer $ to another BofA customer, but i get this error message: “You have entered an account number that is not eligible for this service. Only personal checking and savings accounts can be added.”
You: It’s a personal checking account.
Shaun: To begin with, may I please have your complete name?
You: Jonathan Sneider
Shaun: Thank you, Jonathan.
Shaun: Jonathan, I would like to inform you that only personal checking and savings accounts are eligible for online transfers. It might be a business account or line of credit account to which you are transferring the funds.
Shaun: I would suggest you to contact the account owner to get correct information on this regard.
You: It’s not. Read above. It’s a personal checking account.
Shaun: I have one alternative for you.
Shaun: You can use Bill pay service to transfer funds online.
You: IT’S A PERSONAL CHECKING ACCOUNT.
Shaun: If you are sure that it is a personal account, you can contact our online banking specialist at our toll free number to get best possible solution in this regard.
Shaun: Would you like me to provide you the number?
You: Fine. This Live Chat thing isn’t so helpful if you can’t resolve my issue.
Shaun: I am providing you the accurate solution; however, the error you are mentioning says something else. I provided you the reason when this error comes.
You: It’s not your fault. It’s your organization’s fault. It’s ridiculous that you have to send me to different people to resolve different things. If you want me to chat instead of use the phone, CS agents that use chat should be able to resolve issues. Again. Upset with BofA. Not you.
Shaun: I apologize for the inconvenience this may cause to you.
Shaun: However, please understand that I am doing all that I can for you.
You: Again. Not you. The bank. Thanks for your help.
Shaun: I do not wish to be a reason for your inconvenience; however, this is something to which I do not have access.
Shaun: Thank you very much for you understanding and co-operation.
You: You can alert management, that if you’re going to pop a chat window during an online banking session, that you should be trained and empowered to help with online banking issues. Thanks.
Shaun: I apologize for the inconvenience you have experienced due to this.
Shaun: Is there anything else I can assist you with?
You: Nope, but thanks.
Shaun: You are welcome.
Shaun: The patience and understanding you have displayed through out this chat session was fabulous.
Shaun: I do want to take the opportunity to thank you for being a valued Bank of America customer. We appreciate your business.
Shaun: Thank you for using Bank of America’s Text Chat service. I am confident that our associates at the above number can further assist you. If you have any other questions, please contact us at any time. Have a wonderful day!
