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February 2024 by Katie N.
I had an appointment with Helen Qi, Credit Solutions Advisor II, Officer, on February 15, 2024, at 11:00 AM, to discuss a pre-approval requirement for a home loan. While the other team members ( Weijie Yuan /William...) displayed excellent customer service skills, my experience with Ms. Qi was less positive. I felt the process was inefficient and time-consuming, requiring many appointments and waiting time. Additionally, I felt I wasn't receiving my full attention during the conversation. Ultimately, I was unable to secure a pre-approval letter, NOT got answers for my home loan questions from Ms Helen . Found it faster to complete the process online with another bank within 30 minutes. While I understand that individual experiences may vary, I hope this feedback can help improve the service provided in the future. I have been BoA customer for more than 15 years!
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February 2024 by Albert W.
I was told by the staff in a subtle way that this branch only serves white people. They did this by asking me to meet with a banker I made an appointment with. I am lead into her office by the banker herself. Before I say a word she says 'oh no, you are not my appointment'. Shows me the name of her appointment who is white. She then just kicks me out of her office. So I go back to the waiting area, and the receptionist makes up some bs about double booking an online scheduled appointment. Eventually, since they sense I was waiting for service and not leaving out of anger, they asked a junior employee to meet with me. Junior employee was cordial but clearly not nice. Tricked me into a meeting with his Merrill Lynch associate so he could spend 15 minutes of my time aggressively attacking my finances in an attempt to gain some business. TLDR; if you go to this branch and you're not white, be ready for a fight.
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November 2023 by Cecilia A.
Avoid this branch at all cost. My husband and I have been using Bank of America for the past 5 years. As we waited in line for over 15 min, we filled our deposit slip. As we get to the counter we are greeted by Mohit Sharma in the business line. As we are entering our pass code for our debit card he asks for an additional step to the deposit process. I tell him that I never had to do that. He tells us to get out of line and complete that and get back in line. We get out of line complete what he asks for. Once again we get in line and are helped by another banker. This banker does not once ask for the additional step Mohit had asked us for. This was supposed to take no longer then 10 min and it took over 30 min due to Mohit's lack of customer service! What happened to be treated with respect. No need for an arrogant person helping you with a deposit of your own money! We will no longer bank with BOA. We are taking our business account else where.
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November 2023 by Dipu Bhujel
Don't chose that location , Manager sri never support. I request to my account details she didn't, I feel sad ?.
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November 2023 by Linlin Pan
If there’s a non star I would give to this branch
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October 2023 by Ram R
I had a great experience at the banking center today. The staffs( Wessy & Kiseri Tinsew) was incredibly helpful and knowledgeable. They answered all of my questions and understood my problem. They also helped me to complete my transaction quickly and efficiently, got my 25$ refund immediately. I am banking with BOFA castro street, Mountain View center for the past 7 Months and all the staffs are doing very good Job. Kudos Team!!!! (Few Staff Names: Kiseri, Sridevi, Elmira, Wessy) . Book an appointment early through online or else waiting period would be 45 mins to 1 hour..
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August 2023 by Robert Wagner
Still on hold, 21 minutes later. This is after their automated system hung up on me, telling me to go to the app to change my physical address. Except you can't change your physical address on the app. Their stupid AI assistant did the same thing. I guess I have to go wait in line. 28 minutes now. Time to change banks.
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July 2023 by Christina C
I have been a customer for many years. In general I avoid going to the branch in person because of long wait time. After the pandemic, they seem to improve their in-person services. On the past few occasions where I went there for cashier checks, things have been smooth and fast. But one cannot really tell the level of services until there are issues. On this occasion I went to the branch for four cashier checks. The clerk asked for my driver license three times to verify my identity, and I obliged to all the three requests.He made the first mistake of misspelling the name on the memo of the cashier check which happens to be my own name. He requested my driver license the forth time to verify my identity. I objected on the basis that my identity has already been verified three times (!) in the past few minutes and that correcting the typo on the memo does not require re-verification. He responded non-sensically that Bank of America requires verification of identity in issuing cashier check. An assistant manager nearby stepped in. Instead of understanding and mitigating the situation, she responded with the same nonsense answer, added with a stern delivery. I became upset not only because of the unnecessary forth request for re-verification within a short span of few minutes, but also because of the her attitude. The escalation caught the attention of the branch manager who patiently listened to my complaint. At the end, instead of just admitting the forth request for re-verification was unnecessary, she tried to dodge the issue. After my pressing a few times, she finally said she would take my complaint as feedback.Unfortunately that was not even close to the end of the story. The clerk continued to make more mistakes - the second for mixing up the payee with the memo, the third for missing the first part of the memo, the forth and fifth for missing some numbers on the memo. I asked for four cashier checks and there is at least one mistake for each single one that I have to double-check and double-check again his work. His first explanation is that it is why he asked me to confirm his data entry. No, it is not the customer's job to check that he does not make any mistakes. His second explanation is that the keypad on the ipad is not functioning well that he missed some numbers. No, that is not why he mixed up the payee with the memo and completely missed the first part of a memo. I refused the validity of his explanation to which he repeatedly object. By that point, I have already wasted half an hour discussing his various mistakes that further discussion was useless. He just could not possibly own up his mistakes.A simple "my mistake" from the clerk, the assistant manager or the branch manager would have addressed the situation. Apparently admitting one's mistake and learning from it is harder than pulling their teeth.
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July 2023 by Christina C.
I have been a customer for many years. In general I avoid going to the branch in person because of long wait time. After the pandemic, they seem to improve their in-person services. On the past few occasions where I went there for cashier checks, things have been smooth and fast. But one cannot really tell the level of services until there are issues. On this occasion I went to the branch for four cashier checks. The clerk asked for my driver license three times to verify my identity, and I obliged to all the three requests. He made the first mistake of misspelling the name on the memo of the cashier check which happens to be my own name. He requested my driver license the forth time to verify my identity. I objected on the basis that my identity has already been verified three times (!) in the past few minutes and that correcting the typo on the memo does not require re-verification. He responded non-sensically that Bank of America requires verification of identity in issuing cashier check. An assistant manager nearby stepped in. Instead of understanding and mitigating the situation, she responded with the same nonsense answer, added with a stern delivery. I became upset not only because of the unnecessary forth request for re-verification within a short span of few minutes, but also because of the her attitude. The escalation caught the attention of the branch manager who patiently listened to my complaint. At the end, instead of just admitting the forth request for re-verification was unnecessary, she tried to dodge the issue. After my pressing a few times, she finally said she would take my complaint as feedback. Unfortunately that was not even close to the end of the story. The clerk continued to make more mistakes - the second for mixing up the payee with the memo, the third for missing the first part of the memo, the forth and fifth for missing some numbers on the memo. I asked for four cashier checks and there is at least one mistake for each single one that I have to double-check and double-check again his work. His first explanation is that it is why he asked me to confirm his data entry. No, it is not the customer's job to check that he does not make any mistakes. His second explanation is that the keypad on the ipad is not functioning well that he missed some numbers. No, that is not why he mixed up the payee with the memo and completely missed the first part of a memo. I refused the validity of his explanation to which he repeatedly object. By that point, I have already wasted half an hour discussing his various mistakes that further discussion was useless. He just could not possibly own up his mistakes. A simple "my mistake" from the clerk, the assistant manager or the branch manager would have addressed the situation. Apparently admitting their mistakes and learning from them is harder than pulling their teeth.
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May 2023 by Theresa V
BofA has provided the most inconsistent information on their customer service phone line, so when I made an appointment to meet with the Business Accounts Manager, Fatima, to clear things up and request new information, she was extremely rude and hostile. So much so, that she addressed me in from of everyone in the waiting area. Not even giving me the courtesy of speaking privately in the office. As soon as I pointed out her hostility, she immediately switched to being nice, but at that point, the damage was done and I was done with her and the lack of customer service BofA has provided.She was clearly upset because she was in the middle of a meeting as she assumed that our 9am appointment was canceled because she left me a voicemail. Obviously, I missed her call and voicemail, but that doesn’t justify her hostile attitude towards me. Especially when BofA has been giving me the wrong information from the start.For the record, I am someone who never writes reviews, good or poor service, but after leaving there this morning, I was so upset that I thought I should share my experience.Overall, I 100% dislike this branch and their business manager and do not recommend banking here! I’ve noticed a shift in BofA service over the past year now and it has gone extremely downhill.
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April 2023 by Leo R
Today opened a checking account at this branch and staffs are really helpful. Rounak is doing a great job and thank you so much for making the process smooth and easier..
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April 2023 by Malia O.
Trash customer service. I had a basic question that was passed to three different people with iPads in their hands... only to not be answered while I sat on the couch in silence.
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March 2023 by Yueyao Zhao
Spoke to a representative over the phone to resolve an issue peacefully but ended up with more issues. Customer service here is a disaster.
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December 2022 by Peter N.
While the hours at this location are better than most and the staff are polite, they are inefficient and try to sell products while the line is backed up.It's totally disrespectful to their customers and a waste of time.Meanwhile, the extra staff are handing out.
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December 2022 by Claire Y.
Got here around 10:30am on a Wednesday to pick up a foreign currency order. They only had one clerk working so the line was to the door and the wait was more than 25 mins. The level of customer service was so low that everyone in line was complaining. Moving to Chase next year. Thank you for the past mediocre 10 years, BoA.