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October 2023 by Analiz Marie
Based on the previous review, and my experience today I can confirm Brooke Saxton doesn't know how to do her job and is just a racist. My husband recently opened his first Bank of America credit card. Because it was his first time, the Fraud department advised us to visit a financial center with two forms of IDs to verify my husband identity. He is an US Army Service Member and all his personal belonging are in his house in Orlando, Florida, including the credit card. The fraud department confirmed only two forms of IDs are needed and no need to have the physical credit card with him. He went to the this financial center was racially profiled and refused to be helped. The manager Brooke Saxton, told him he needed the physical card, he explained what the fraud department said and she still refused to help him. English is not his first language, so I called me and together we called the fraud department again and once again were confirmed we didn't need a physical card. Even with the fraud rep on the line, she refused to listen to the fraud rep and refused to call the fraud line from bank's phone. I was on speaker and speak clear English. I tried to explain to Brooke that we just needed to verify the identity, and she said "I am walking away I can't help you" She stood up and walked away. We feel she refused to help him as soon as she heard his accent. Another representative came in, took him into an office, and everything was resolved. But at the end, he proceeds to tell him not to say anything about his as if he was doing me a favor. This is their job, all the had to so was open my account, verify my 2 forms of ID, call the Fraud line to let them know identity was verified, provide their confirmation number and that is it. No one did us a favor, it is their job. Either they are not properly trained on everything their position entitles or they shouldn't be on the job if they are going to refuse service. It is not possible that in 2023, I have to feel this way just because Brooke felt like not helping. If Brooke has a problem with other races, well maybe it is time for her to try a different country. I already contacted corporate and made a complaint. It is unbelievable!
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October 2023 by John Kercher
Kelsie Fraijo is the best Business Banker I’ve ever worked with. Anything I ever need for my business and she is there!
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May 2023 by Sonia
Bank of America, Garden of the Gods, Colorado Springs Branch.The rudest and most incompetent Branch and Branch manager I've ever encountered at a bank anywhere in the world; not an exaggeration!We wanted to exchange some British Pounds for Dollars, which we have done many times at many different Bank of America branches, and in many different states.We were told you had to deposit the money into your account, which is not true. I know as a matter of fact, that you can just exchange currency without depositing it into your account, albeit, you do need a bank account to exchange currency. This has been the case for decades.Before speaking to the manager, I spoke to a teller, named Scott, who at least told me that there were two ways to exchange currency, depositing it into your account, and not. However, he said he did not know how, and that he needed to confirm with the manager.I asked to speak to the manager, and the following ensued... Brook, the manager not only did not know the steps on how to physically exchange currency without depositing it into my account, but neither knew the bank's policy. When I asked if she could call another branch for instruction, she gave a pathetic excuse that she was not going to take another branch's word for it. I then asked that she call her manager, and she said she is not going to call a manager because she is not going to share my personal information over the phone. (What the heck does my personal information have to do with finding out how to exchange currency). I then asked if there was anyone she could call to instruct her on how to do it, and she said there was no one within Bank of America that could tell her otherwise.At the end of the day, the manager refused to exchange the currency, call another branch or consult with her manager. Because I knew what Brook was saying wasn't true, I reiterated that there must be someone she can call, at which point she asked me to leave the bank.I went directly to the branch at Academy Heights, Colorado Springs, and spoke to Charlotte, who is a manager there. She and her colleague processed the transaction quickly and without any drama and was very professional.While they were processing the transaction, and due to the above experience, I had at the Garden of the Gods branch, I wanted to know the process in case I needed to share it with a branch in the future, should they not know the procedure. Because I was curious about the procedure, it prompted the bank Teller to ask me why I wanted to know. I shared my recent experience with them, and Charlotte apologized for the experience I had and said that Brook could have acquired the information from the system and she could have called her manager.It is unfathomable that no one in a major bank (Bank of America) in the USA knew how to exchange currency. I have gotten more competency from banks in 3rd world countries.It is truly disheartening to learn that Bank of America has entrusted Brook with a crucial position as a bank manager. This decision is a cause for shame and disappointment.Furthermore, it’s alarming to see that such a crucial role has been given to someone who lacks the necessary skills and knowledge to perform their duties effectively. This not only undermines the trust and confidence that customers place in the bank but also puts the financial security of the bank's clients at risk.It is imperative that financial institutions exercise caution and due diligence when selecting individuals for key positions, especially those that involve handling sensitive financial information. By entrusting someone like Brook with such a position, Bank of America has failed in its responsibility to maintain the highest standards of professionalism and competence.In conclusion, it is regrettable that Bank of America has made such a poor decision in appointing Brook as a bank manager. It is a shameful and disappointing situation that highlights the need for financial institutions to be more discerning and diligent when it comes to selecting personnel for crucial roles.
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May 2023 by Sophie
Bank of America, Garden of the Gods, Colorado Springs Branch.The rudest and most incompetent Branch and Branch manager I've ever encountered at a bank anywhere in the world; not an exaggeration!We wanted to exchange some British Pounds for Dollars, which we have done many times at many different Bank of America branches, and in many different states.We were told you had to deposit the money into your account, which is not true. I know as a matter of fact, that you can just exchange currency without depositing it into your account, albeit, you do need a bank account to exchange currency. This has been the case for decades.Before speaking to the manager, I spoke to a teller, named Scott, who at least told me that there were two ways to exchange currency, depositing it into your account, and not. However, he said he did not know how, and that he needed to confirm with the manager.I asked to speak to the manager, and the following ensued... Brook, the manager not only did not know the steps on how to physically exchange currency without depositing it into my account, but neither knew the bank's policy. When I asked if she could call another branch for instruction, she gave a pathetic excuse that she was not going to take another branch's word for it. I then asked that she call her manager, and she said she is not going to call a manager because she is not going to share my personal information over the phone. (What the heck does my personal information have to do with finding out how to exchange currency). I then asked if there was anyone she could call to instruct her on how to do it, and she said there was no one within Bank of America that could tell her otherwise.At the end of the day, the manager refused to exchange the currency, call another branch or consult with her manager. Because I knew what Brook was saying wasn't true, I reiterated that there must be someone she can call, at which point she asked me to leave the bank.I went directly to the branch at Academy Heights, Colorado Springs, and spoke to Charlotte, who is a manager there. She and her colleague processed the transaction quickly and without any drama and was very professional.While they were processing the transaction, and due to the above experience, I had at the Garden of the Gods branch, I wanted to know the process in case I needed to share it with a branch in the future, should they not know the procedure. Because I was curious about the procedure, it prompted the bank Teller to ask me why I wanted to know. I shared my recent experience with them, and Charlotte apologized for the experience I had and said that Brook could have acquired the information from the system and she could have called her manager.It is unfathomable that no one in a major bank (Bank of America) in the USA knew how to exchange currency. I have gotten more competency from banks in 3rd world countries.It is truly disheartening to learn that Bank of America has entrusted Brook with a crucial position as a bank manager. This decision is a cause for shame and disappointment.Furthermore, it’s alarming to see that such a crucial role has been given to someone who lacks the necessary skills and knowledge to perform their duties effectively. This not only undermines the trust and confidence that customers place in the bank but also puts the financial security of the bank's clients at risk.It is imperative that financial institutions exercise caution and due diligence when selecting individuals for key positions, especially those that involve handling sensitive financial information. By entrusting someone like Brook with such a position, Bank of America has failed in its responsibility to maintain the highest standards of professionalism and competence.In conclusion, it is regrettable that Bank of America has made such a poor decision in appointing Brook as a bank manager. It is a shameful and disappointing situation that highlights the need for financial institutions to be more discerning and diligent when it comes to selecting personnel for crucial roles.
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May 2023 by Sophie P.
Bank of America, Garden of the Gods, Colorado Springs Branch.The rudest and most incompetent Branch and Branch manager I've ever encountered at a bank anywhere in the world; not an exaggeration!We wanted to exchange some British Pounds for Dollars, which we have done many times at many different Bank of America branches, and in many different states.We were told you had to deposit the money into your account, which is not true. I know as a matter of fact, that you can just exchange currency without depositing it into your account, albeit, you do need a bank account to exchange currency. This has been the case for decades.Before speaking to the manager, I spoke to a teller, named Scott, who at least told me that there were two ways to exchange currency, depositing it into your account, and not. However, he said he did not know how, and that he needed to confirm with the manager.I asked to speak to the manager, and the following ensued... Brook, the manager not only did not know the steps on how to physically exchange currency without depositing it into my account, but neither knew the bank's policy. When I asked if she could call another branch for instruction, she gave a pathetic excuse that she was not going to take another branch's word for it. I then asked that she call her manager, and she said she is not going to call a manager because she is not going to share my personal information over the phone. (What the heck does my personal information have to do with finding out how to exchange currency). I then asked if there was anyone she could call to instruct her on how to do it, and she said there was no one within Bank of America that could tell her otherwise.At the end of the day, the manager refused to exchange the currency, call another branch or consult with her manager. Because I knew what Brook was saying wasn't true, I reiterated that there must be someone she can call, at which point she asked me to leave the bank.I went directly to the branch at Academy Heights, Colorado Springs, and spoke to Charlotte, who is a manager there. She and her colleague processed the transaction quickly and without any drama and was very professional.While they were processing the transaction, and due to the above experience, I had at the Garden of the Gods branch, I wanted to know the process in case I needed to share it with a branch in the future, should they not know the procedure. Because I was curious about the procedure, it prompted the bank Teller to ask me why I wanted to know. I shared my recent experience with them, and Charlotte apologized for the experience I had and said that Brook could have acquired the information from the system and she could have called her manager.This is unfathomable that no one in a major bank in the USA knew how to exchange currency. I have gotten more competency from banks in 3rd world countries.It is truly disheartening to learn that Bank of America has entrusted an individual named Brook with a crucial position as a bank manager despite their gross incompetence. This decision is a cause for shame and disappointment.It is alarming to see that such a crucial role has been given to someone who lacks the necessary skills and knowledge to perform their duties effectively. This not only undermines the trust and confidence that customers place in the bank but also puts the financial security of the bank's clients at risk.It is imperative that financial institutions exercise caution and due diligence when selecting individuals for key positions, especially those that involve handling sensitive financial information. By entrusting someone like Brook with such a position, Bank of America has failed in its responsibility to maintain the highest standards of professionalism and competence.In conclusion, it is regrettable that Bank of America has made such a poor decision in appointing Brook as a bank manager. It is a shameful and disappointing situation that highlights the need for financial institutions to be more discerning and diligent when it comes to selecting personnel
