[ceejay]

Originally Posted by njbchbum

i believe this has something to do with the legislation that now prevents banks from charging businesses that accept debit cards for payment as much as they used to. i think the swipe rate was cut in half from $0.44 to $0.22. as a result of that loss in revenue, banks are now permitted to pass that loss on to their consumers in the form of an add'l fee. i could be wrong, but i know that i am at least close to being right!

You are 100% correct...they are passing that loss on to the customers.

I started as a teller for BOA in 2006. I WANTED to work for them because, at the time, they were very big on customer service (customer delight is what they called it). I worked in retail for years and know how to treat a customer correctly. I truly enjoyed my job until corporate greed set in.

As a teller, I was expected to handle tens of thousands of dollars a day, do cash advances, large change orders for businesses, savings bonds, account histories, transfers, delight the customer, etc. and then be sure to balance at the end of the day. Then they spent millions installing software so that whenever you, the customer, had activity on your account, a screen would pop up to tell us what you, the customer, needed. Maybe a second checking or savings account, a cd, a debit or credit card, a money market, IRA, etc.

Now, I have to spend time reading what you need and then figuring out a way to put it to you so you couldn't resist buying what I was offering you. The heck with the other 5-10 customers standing in line; I had to get your "cheeks in the seats" to talk to a personal banker (who also had walk-in people waiting for them).

I was expected to get 3 "cheeks in the seats" a day. At the end of the day, I had to meet with the managers to "check out". If I didn't have those 3 "cheeks in the seats", I was talked down to like a 5 year old and pressured to do better the next day. And there were no excuses.

No matter that you saw the same people, week after week, and they were getting aggravated and angry that you were telling them and trying to sell them the same thing EVERY time you saw them.

No matter that you were working in the drive-thru. You were expected to get those people out of their cars and into the building to wait for 30-45 minutes to see a personal banker.

Yea, right.

Needless to say, I am no longer working for BOA. I was not able to get 3"cheeks in the seats" a day and my "final written warnings" were piling up. They terminated me.

Am I bitter? Yes, very. I really did love my job and my customers.

Just know, that you, the customer, are no longer a client. You are a cash cow and they just want more and more.

Thanks for listening and for allowing me to vent.

PS If I were you, I would take my money out of BOA and transfer everything to Citizens. They know how to treat the customers AND the employees.
No, I do not work for Citizens. BOA soured me on banking and I am still looking for my niche. Anybody need a great Customer Service Representative?