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January 2024 by Brin T.
Deborah R Kitts, perturbed and grim bank teller, greeted me with an irritated what-do-you-need question upon arriving at the window where she was seated. There was no long line. Only one other customer and me. When I said cheerfully said hello and answered her, she did not answer back at all. Ms. Kitts kept her head down and kept typing for a good minute before I interrupted her by asking if she needed information from me. She snapped back that she was working on something first. I understand that anyone can have a bad day. She should've shut her window and gone out for a brief walk on that beautiful sunny Saturday. Why rub your foul mood onto the customers? (Yes, I stayed around until she finished her typing. I know, I should have left. But I felt like I was in a bad spoof. Were the private bankers and tellers going to break out in a flash mob dance; and she was just fooling me w the silence? NO. It was not to be. I never saw her teeth, as she never smiled. She barely spoke to me at all. And No dancing. )
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September 2023 by Erika O.
Lines are very long. Generally the staff seems to be irritated to be there. Maybe they should not have closed the Orinda and Moraga branches.
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July 2023 by Aly S.
They were so awful that we closed our account, transferred to a different bank, and couldn't be happier. This is a terrible branch, beware.
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November 2022 by Lola U.
ZERO score. I walked in Tuesday @ 9.10 AM-- There are FOUR employees chatting & giggling away in the lobby. They dont notice me, I go to the Teller line ( there is ONE Teller). There are THREE people ahead me plus one being helped by the Teller. After waiting 5 minutes, an employee asks if they can help which i accepted. He did one transaction & said couldnt help me so he had go back in Teller line with FIVE people ahead of me now. I waited again in line then got fustrated & left. AGAIN, the FOUR BofA employees still chatting in lobby. Why is BofA paying employees to sit around to chat in the lobby where they should have Tellers helping customer
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October 2022 by Indigo H.
I'm here to add to the bad reviews! Finally this branch was open after being closed for months without any communication to their customers as to why. I had a personal business matter that required me to go in and speak to a real human, but not a teller. I went in and was told that I needed to make an appointment on the mobile app, that they no longer take walk-ins. He said 5 branches had funneled into one (they all closed I guess) and balked at me for not having an appointment. Then since the man wasn't busy he said he would help me a long as I rated him 10-stars. Hmmm isn't that a bribe? He had such a bad attitude and again when he was finished helping me which only took a minute he said to make sure and rate him 10-stars. As we move to not having human contact anymore are we really becoming a happier, better society? That man very obviously hates his job, and now I'm considering changing banks because I want to walk into a bank where I'm greeted with a smile, and where they want my business and are happy to help me, with or without an appointment. I hope that's not too much to ask.
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September 2022 by Marie E.
This is the most unprofessional bank I've ever experience. The employees are rude, unhelpful & totally not customer focused. The bankers don't talk to customers if you walk-in. You have to make an appointment but you can't because they're not taking appointments on-line! Is this bank running a business or just there as props? Are these people just pretending to work in a bank? I'm closing my business accounts at this branch after a fraud incident with my accounts. The fraud wasn't so much the reason why I'm pulling my business with BofA, it's mainly because the employees are useless & know nothing about customer service!
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June 2022 by Richard M.
If this is the B of A is in Lafayette, it's terrible. Bad service and employees that don't care about their customers. I paid off my B of A VISA card and now I'm done with doing business with this bank because of their Lafayette branch. They just don't rate. Shame on the manager of this branch.
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May 2022 by Tom B.
Had really high hopes for good service as I've used bofa branches in San Francisco, having recently moved to Orinda. Also as a Merrill Wealth Mgmt client, thought would get decent service. I went in to inquire about wire transfer from my account and few other questions, but was basically rushed. Someone behind the teller asked, "are you done, so that we can help other customers." Really unfortunate.
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May 2022 by Stephani M.
Worst ever service by NATHALIE and her fake boss. They treated me like trash here. I am in process of moving and needed to put a couple hundred dollars in the account for monthly student loan payment. The ATM outside rejected my password three times that I've had since I opened the account directly after hurricane Katrina--2005. I went inside for help and NATHALIE decided I wasn't worthy of her help and acted with a highly condescending attitude toward me about filling out a deposit slip and gave me actual hell about not knowing my new address during my point of confusion about the ATM incident. She blew off ALL of my concerns and treated me like a piece of trash. I asked for manager since she could not treat me even remotely human so that I could get answers about my PIN. She then called her "boss" with a bell like in a restaurant or hotel--an actual silver bell. She rang it, dismissing me and my concern for my account. I wasn't trying to take money, I was giving it to the bank. WTH???!!!??? She spoke to him, again condescending toward me and then he himself was a part of my agitation. The answer was this: Well, we were able to accept your PIN here inside and must be problem with machine. I asked, "Don't you want to make sure for the next guest it's okay? Or does it not matter to you?" Basically it doesn't matter to BofA employees in Lafayette if the customers can operate their machinery or not. We moved here because it's supposed to be one of the most wonderful communities for kids/families in the Bay. Thanks NATHALIE for proving that wrong in my first encounter here.... NATHALIE then--Rude as can be--said, "Here, I wrote your address down so you don't forget it again...". What, I have Alzheimer's now??? WOOOOOOOOW!!! I explained my ID was in my car and didn't have it on me, I was just trying to understand why I could not deposit into the ATM--are you kidding me??? GOODBYE BofA. Thank your amazing staff.
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February 2022 by E C.
Made a reservation to deal with some account and estate trust issues. Received email confirmation of date and time. Showed up at date and time: "we have no record of this reservation, and XXXX isn't here today." Unbelievably silly.
