Bank of America Financial Center, Miami FL

Where do I start with this review of Bank of America (BofA) ?

Well let’s start by making it clear that this is a review of BofA, online Customer Services (CS) and how there absolutely shocking, unprofessional and incompetent service was saved by the staff Lizzy and Sean at the BofA Downtown Miami branch located at 1 SE 3rd Ave. This all started with an e-mail received from BofA informing me that my new debit card was being sent to my US address.

On the 29th July I contacted BofA to ask for my card to be cancelled and sent to my UK address and was informed would be sent within 4-6 working days. On the 2nd August I received an e-mail informing me the new card was on the way to arrive within 4-6 working days, the card did not arrive.

On the 19th August I contacted BofA to advise that the card had not been received and was advised that there was an issue with my UK address. They then advised me that a new card would be re-sent and expedited to my UK address 2-3 working days. This card was also not received and they informed me that there is no record of any card being ordered and they cannot expedite cards to UK addresses! They then again advised me that a new card would be sent to me.

On the 26th August I visited the Downtown BofA branch where with the help of Lizzie and CS I was able to set up a digital card which worked once on that day and was subsequently blocked after the first transaction. I was sent a message informing me that the card was blocked and should be removed from my digital wallet - no reason was provided.

On the 30th August I went to BofA at 1 SE 3rd Ave and explained the situation to Lizzie who put me through to Julie at BofA CS who unlocked my digital card. She also assured me that my card would be expedited to me and arrive by 01/09/23, no surprise the card again did not arrive, and finally arrived via UPS on the 5th September 2023.

It ultimately took 38 days for my replacement debit card to arrive and four international calls to BofA Customer Services from the UK and two calls in the US, plus two branch visits to ultimately get this card delivered, there is not much more I can add to this review to summarise some of the clear shortcomings with BofA service.

The only ray of light was the fantastic customer service I received in person from the staff at the branch located at 1 SE 3rd Ave, which was in complete contrast to the experience I had whilst waiting for over 45 minutes at the Brickell Financial Center branch located at 701 Brickell Ave. I visited this branch to launch a formal complaint regarding the above experience and even this was unachievable at Bank of America…. Go Figure!

The worst customer service on the planet. There are other banks in the area offering great banking options.

Terrible customer service. It is noticeable that when you want to help the public they are not for that and your manager Sean bad bad serving the public. I will close my account in this bank

Jason, cool specialist. Helped me set up my account, explained everything. Helped me with my questions regarding transactions I recommend

Carlos was my bank teller and he required manager assistance; total wait time was probably 30 seconds. Both were extremely helpful & friendly. I am new to town and look forward to working with them as my primary bank

I have the best opinion of the treatment and work that your workers do.
My congratulations

The customer service at this bank is lousy, they are rude, arrogant and treat you as if you were doing them a favor by having accounts with said bank, really very disappointed with the treatment of their employees

Horrible personal and customer service in this bank branch, God is horrible, avoid while you can do any process in this bank

Unprofessional team. Have been a customer of Bank of America for almost 5 years and have never seen such a careless attitude like in this branch. Wasted 1,5 hours to hear that we need more documents either ask for all you need in advance or don’t even work in this sphere. Vanesa their manager talked to us in a rude manner and even threatened to complain. It is the first time in my life when an employee threatens me with a complaint it doesn’t make any sense. Who gave her a responsibility to act like she wants to? I am your customer, you should try your best to make me leave your office with a smile on my face even if there is a problem but it seems that Vanesa doesn’t care about anything. I have never had a problem with BOF. As I see in the reviews now, many customers complain about their unprofessionalism. Just don’t understand why the management is not taking an action to prevent such a behavior. Maybe, there is no management I just see template responses from BOF. Take an action! Because of such attitude you will lose customers only.