May 2018 by Diana S.
Bank of America needs to exercise some logic and more timely banking service for its customers. After several similar experiences, I felt I need to make others aware. Today, I waited 20+ minutes in line between 2:00pm and 2:30pm, which I consider a quiet time of the day in a retirement community in Southwestern Florida. During my wait, there were 3 ahead of me and another 4-5 who arrived after me. Only 1 teller was on duty, but during the entire time, Mayra, a "supervisor" functioned as greeter rather than logically opening another window to wait on us. Two of the older customers, 1 with a cane, chose to sit while waiting, in the chairs provided at the line-up area. After 20 minutes, when I suggested to Mayra that another teller window needed to be opened with so many waiting, her reply was I'll pass on that suggestion and there are many other ways to effect deposits instead of coming to the bank. The 2 people before me had more involved banking business than making a deposit, which, logically as a "supervisor" should have further served to spur her on to open another window and help. She could have certainly helped the individual who had an ATM card issue, and a man who came in after me was closing an account. She told him to stand in line. The man directly behind me said he had already spent a long time in line earlier that day, but had to return to perform a forgotten task, so had to wait again. Certainly some of these service needs sounded like duties that perhaps a "supervisor" could help accomplish, if not the long line itself. She was quick to point out there were chairs to wait in, but she missed the point. The point is customers should have their banking business taken care of in a timely manner by capable employees, and not be subjected to excessive waiting when more employees are available to assist. It's nice to have available chairs, but people not having physical impairment shouldn't need to sit and wait for employees to perform basic banking services. While I was making note of Mayra's name and position so that I could write this review, I was further greeted by another "supervisor" coming forward from a non-visible office named Judith. So unless there were more bank employees in areas not visible, we had 2 Chiefs and only 1 Indian doing her very best as Teller to process everyone during this time period, graciously apologizing for the wait. As a "supervisor", I would expect multi-tasking and skills in logic, in addition to a customer's direct request for help to cause her to act accordingly and rectify this simple situation. Mayra refused to open another window. Supervisor Judith, who would not commit to being of higher authority than Supervisor Mayra, also said she would pass along the suggestion. I can't believe Bank of America prohibits "supervisors" to jump in and help at a time when there are so many customers waiting. These 2 able bodied bank employees could have shared the load of the lone teller and provided service. Sadly, this is not the first experience in excessive waiting at this bank. It is a routine. They seemingly feel functioning as greeter is far more important that performing basic banking services for customers. This time, I felt I should speak up and make it public. Perhaps if enough people speak up, Bank of America will better instruct their employees in logic and customer service.
