Bank of America Replaces Customer Service with Sales Pitch

Every time I go into my branch of Bank of America they try to sell me something. Every single time. Keep the Change, Add it up, Refer a Friend, MyExpressions Banking, add a new account, stick it up your... oh wait that's not one of the programs. I realize the tellers are required to do this to keep their job, but it is absolutely ridiculous.

I didn't choose Bank of America. Over the years, there were a few changes in the bank, we started with Standard Federal changed to LaSalle and then to Bank of America. Through it all, our checking remained totally free and it still is. There were no immediate changes when Bank of America took over. It was several months before things went downhill. They changed the signs and the logo and begin filling the lobby with brochures. Lots and lots of brochures. They got rid of most of the tellers, keeping only 1 or 2 per branch from the old bank.

Then it started, every single transaction, drive through or lobby required a sales pitch. They make it sound really nice, "Say I noticed you spend money! Did you know we have a program...." First it was the keep the change program. Yes, I'll keep the change. In my pocket. The program requires that you open a savings account with them and leave money in it. Then it was a new debit card to give you cash back when you buy things you don't need at selected merchants. I'll select my own merchants thank you.

Then one day they were encouraging everyone to open up a second account. The poor teller. If felt sorry for her. She knows me and she knows I'm going to say no. They had a script taped down right on the counter that they had to read. I heard it read to the other customers. She tried to improvise and came up with: "Wouldn't you like to keep your money separate from your other money?" I asked "Why? It's all my money." She said "It would be more convenient." Ok, I'll balance two accounts instead of one.

With customers who are friendlier and politer than I am they push it further. "How about if I have the manager give you a call about that program?" I accidentally answered the phone one day to one of these sales calls. I hung up. If Bank of America Calls me it had better be to tell me that my identity was stolen or my husband cleaned out the account and moved to Switzerland.

Instead of investing all the time in sales pitches, they need to let the tellers work. Even on busy Fridays, they never have more than 2 tellers working and lines both drive through and lobby are long. They still waste time trying to sell you things while people wait to be served. Before Bank of America, at least 4 tellers were available at all but the slowest times. Customer service is gone, replaced with high pressure sales.

Dave Ramsey is not a fan of big banks including this one and he is absolutely right. There is no reason to use a bank like this expect pure laziness. I would have to switch numerous automatic payments, wait for checks (that I hardly ever use) and shop around for another bank. It really makes we want to keep my money under my mattress and get money orders at the local mini mart.