Bank of America Ratings

This branch NEVER answers their phone, and you cannot leave a call-back number. They need to do better!!

**Review of Bank of America - 2551 Trimmier Dr Killeen, Texas
Manager Rebecca

I am writing to express significant dissatisfaction with the handling of a cashier's check deposit at this branch on 04/10/2025. As a business owner, timely access to funds is crucial, and my experience with this deposit was unacceptable and caused considerable disruption.

Upon depositing a cashier's check (a bank-to-bank guaranteed form of payment), I specifically inquired if there would be any holds. I was assured by a bank representative that the check was verified by their system as a good cashier's check from another financial institution and that the funds would be available the next business day, which was also reflected in my online banking.

However, just two hours later, I received a contradictory notification stating the check might not be paid due to insufficient funds or being a bad check. This is illogical for a cashier's check, as these funds are drawn directly from the issuing bank, not an individual's account.

Despite this, Bank of America placed a hold on the cashier's check for a period of one and a half weeks, with an initial availability date of [Original Hold Release Date - the 16th]. This delay directly impacted my business operations, as these funds were a deposit needed to start a job immediately. Had I been informed of this hold initially, I would have taken the cashier's check elsewhere for immediate cashing.

When I visited the branch the following day to inquire about this discrepancy, the management provided vague explanations and did not offer a clear reason for the extended hold on a cashier's check. I requested verification to ensure the check wasn't mistakenly flagged as a personal check, which seemed plausible given the contradictory information I received. I also questioned why I did not receive the email stating the check was "suspicious of not being paid," as this information was not communicated directly to me until later.

My attempts to resolve this issue by contacting the fraud department resulted in further delays and a sense that information was being withheld. Initially, I was told there was no way to release the funds, even after escalation. It was only after persistent follow-up with the fraud department today that a "one-time exception" was made, and the funds were released approximately three days earlier than the initially stated hold period.

While I appreciate the eventual release of the funds, the initial misinformation, the extended and seemingly unwarranted hold on a cashier's check, and the lack of transparent communication from the local branch are deeply concerning. This experience has caused significant inconvenience and raises serious questions about the branch's understanding of different payment types and their communication protocols.

The fact that a cashier's check, a secure bank-to-bank transaction, was subjected to such a lengthy hold and contradictory information suggests a potential error or misunderstanding on the bank's part. While the funds were eventually released, the initial handling of this deposit was unprofessional and detrimental to my business needs. I urge Bank of America to review the procedures at this branch to prevent similar issues from occurring in the future.

**Key Points This Review Covers:**

* **Misinformation: ** Being told the funds would be available next day, then receiving a contradictory message.
* **Unwarranted Hold: ** The illogical extended hold on a cashier's check.
* **Impact on Business: ** Clearly stating how the delay affected your operations.
* **Lack of Transparency: ** The difficulty in getting clear answers and the delayed notification of suspicion.
* **Inconvenience and Frustration:** The overall negative experience.
* **Call for Review:** Urging the bank to investigate and improve procedures.
* **Acknowledgment of Early Release:** Giving credit to the fraud department for the eventual resolution, while still highlighting the initial problems.

Mundelein West Branch of Bank of America is an excellent place to bank and be able to visit to review account and get cash.

Joe, address my problem very professionally and went out of his way to solve my problem. Thanks Joe.

Horrible service and long wait all times. Did not have enough teller at the count. Tellers spend so much time doing everything and do unnecessary talk to customers. Managers are mean and clue less what is going on in branch. When complains, they do not want to listen. Close this branch.

Opened checking account because this is the closest bank to my home. However, the withdrawal transaction process is horrible. you cannot withdraw large amounts of money without being hazzled even though there is plenty of money in the account. Deposits are welcomed; but, withdrawals are a "no, no"! Horrible, uncooperative and totally unacceptable service. I should have checked the bank's rating before opening account. Never again!!!

The absolute worst banking system in the world. Run, fast, run. So many mistakes, costing us a load of money.

My husband and I have had the worst experience ever at Bank of America Rosedale. Went into re open an existing account, they promised some of the funds would be available 2/28 when in reality they will be available on 3/5. Lies and more lies yet they have our money with no access to it having bills to be paid, my autistic child suffering the consequences of not attending class to go there to do this errand and more lies come around. Bank of America Rosedale stop playing with peoples monies and especially knowing that we have a child with a condition that cannot be in closed spaces for long periods. To reopen the account you guys took all afternoon including pass closing time and today same thing. They go at 10 to be lied to until 11 a.m...NOT COOL...worst service ever! Should have gone with Valley Bank.

I'm disappointed I could not speak to an associate when calling today. I'm looking for CD interest rates for 2M but if I cannot even speak to an associate when researching rates, I'm hesitant to deposit money with your bank.

You are a truly pathetic company, I have never been given such a run around by any other company. I was attempting to have you verify the validity of a large cashiers check I am taking. First I tried chat and was told to pay for expert advice, which I don't need. Then I get a customer service rep who tells me he can't verity the check over the phone.

I used to bank with Bank of America, but switched to Wells Fargo and I am glad I did.

I had an appointment at the down town Eugene branch, i needed to track down information of my deceased sister. The lady who assisted me: Nichole was very professional and tracked down the information after going through 3-4 different departments on the phone, this took quite a while but Nichole was persistent to the end and provided the information that I needed to assure that my sisters taxes were completed accurately, I am/was totally impressed with the service that was provided, great interaction and the branch exterior motif is pretty nice too.

I am trying to reach my personal banker Thy Pham in B Of A Santee Ca. It's almost impossible for anyone there to answer my call and there is no email listed where I can email her. This is not her fault. I just need her email or for her to call me and the accessibility is really difficult. I need a quote on 6 & 12 month CD rates.

A POA wqs.executed on joint acct. with my mother, my name being first & her name Margaret Bell. I was never notified or informed of such an order. Being a co-owner, I believe that is a necessity?! 5/8, maybe more was taken out! $2700+ leaving $300 in acct!

I have had poor service at this location. I keep account because of location being close, when calling for basic info they are rude on the phone. I do most of what i need on line. The one time i needed a live human being I called 5 times in a row and at the end of it all I was made to feel like I had bothered them!!!

I am writing to you to complain about service I received from the Amity Ct branch on Dec.3,2024.

I just had a poor experience at this Amity branch. First, I was cut in front of in the lobby, then as I was patiently standing in line to pay a bill, the guy behind me asked the lobby Assoc. (?) if he could open a credit card. The man (Assoc). said someone would be with him in a moment. Then someone came over to him to take him aside to assist him. I, said "excuse me, am I invisible?" The lobby Assoc. said "no that my transaction had to be done by a teller." I complained that he was taking people in line behind me and all i wanted to do was pay my bill.

He said that I could pay it on line, or pay it by mail. I said that I am also allowed to pay it at the bank. I said I was here first, I should be taken care of first. He said that this had to be handled by a teller and there was only one teller. I told him that there should be more tellers. Isn't true that credit cards are also opened online? That's how I opened my account. So, my issue is, why do your bankers (or managers, Assoc., etc.) get away with treating customers with less respect and service then other?, Was it because I was a the women in line?

I hope you please address this issue with the branch. I do not know the name of the man who decided my needs were less than the other two who got service before me, but it was on Dec.3,2024 at 10:10. The nice gentleman who did service me was Assoc. 721. Maybe he can confirm who it was that gave me a hard time about paying my bill.

I would appreciate a response to this complaint and confirmation that this matter will be addressed with the associate who told me I could get my service elsewhere. I also will c.c. this conversation to Holly O'neill President at Retail Banking.

Thank you,
Sue Massaro-Torgerson
sutopro@protonmail.com

The staff at this branch are always helpful and professional and willing to take the time to complete any business we bring. There are two branches closer to my home, but my wife and I use this branch for our banking.

This is a well-located branch with a fantastic team of competent staff members -- Jameel, Laura Aguilar, Beverly, and Diamond Scott ! A great team ! I had come in to redeem a large number of expired bonds and found their assistance very professional and extremely courteous and helpful. I would recommend this branch without reservations and would hope that such client-focused behavior is adequately recognized and rewarded within BofA.

I tried to remain on hold to speak to a representative at the bank but kept getting disconnected. I simply wanted to find out if the bank exchanged money for other countries before I made the trip down to the branch.

All the employees at this branch are very polite and always accomodating. AA++

No one helps you here. This branch is terrible.

I arrived at Bank of America for a notary appointment at 11 AM on September 24, 2024. Martha Palomares Espinoza, a staff member, told me Monique Montanez, the usual notary, couldn't make it due to an emergency. However, Erica Jaramillo, the branch manager, later contradicted this, saying there was no emergency and Monique was just unavailable. I asked several times for a time estimate but received no clear answer. While waiting, I overheard Erica dismiss an elderly customer who was confused about her charges. Instead of helping, Erica kept asking, "What do you want out of this visit?" making the woman repeat herself without addressing her concern. After a long wait, Rachel, the only teller, began processing my request but had trouble finding the document in the system.

Erica took over, reviewed the document, and said they couldn't notarize it. When I asked for a list of notarizable documents, Erica refused, assuming I wanted to use their printer, and her attitude throughout was dismissive. When I questioned why Monique had notarized this same document before, Erica avoided the question and mentioned a potential credit if I used another notary service, though she couldn't guarantee it. Erica's communication style felt condescending, as she kept asking, "What do you want out of this visit?" when I was only asking for clarity. On September 28, I booked another appointment with Monique from 3:30 to 4:00 PM. When I arrived, Erica questioned why I had left the other day without a "debrief" and asked for my documents. I told her my appointment was with Monique, but 15 minutes passed without me being helped. I learned from Martha that Monique wasn't even at the bank, and no one had informed me. When Erica stepped in again, she claimed the system automatically schedules appointments even if the selected notary is unavailable. When I asked why she wanted to see my documents earlier, she said it was standard for managers to review them before the notary does. I asked why this wasn't on their website, but Erica only said it was company policy. When I requested to see these policies, she said they were private and proprietary. I also asked to see Monique's notary certificate, which Erica said was confidential. Her responses were vague, and I found it difficult to trust her. When I reminded her of our first interaction, where she said, "I'm sorry, she lied," Erica denied saying it and became defensive, accusing me of defamation. She refused to provide contact information for other managers and suggested I call customer service instead. Before leaving, I asked her to put Monique's unavailability in writing, but she refused. As I left, I saw Erica exchange a look with another employee, making me feel like I was being treated as a nuisance, not a valued customer. Overall, I was deeply dissatisfied with the poor communication, lack of transparency, and dismissive attitude from Erica. Even when I filed a complaint through customer service, I never received the promised the confirmation or follow-up email.

I have tried to speak to someone at the branch and no one answers the phone after 12minutes of ringing the phone.

I've been with BOA, Somers Point for years & years. Exceptional service beyond belief. I would never change banks. With special gratitude to Ms Rana Rehani, Senior Banker..

Wow. Cost me $72 (2 hours) to sit and wait for a simple cashiers check. Not a good bank for business. Why did we bail this bank out? I will be moving my banking needs to Towne Bank.

Nicole Stoeckel is an exceptional Manager of the Aberdeen branch. I have watched her assisting everyone who walked into the bank with a pleasant personality and a great smile. She is very knowledgeable and professional and had the correct answers to customers questions. I have even witnessed her helping a customer with the App on her phone! She goes out of her way to be helpful and I'm sure everyone loves her. She is a definite asset to BOA!