Bank of America (with Drive-thru ATM)

Stephanie Sims

On a Friday evening when I could be doing many other things, I feel compelled to submit a review of what might be the most positive customer service experience I have ever had. As soon as the Short Pump branch opened this morning, I called in an attempt to help my elderly mother-in-law with what I suspected was a scam in an attempt to access her bank accounts. The gentleman I spoke with was kind, reassuring and quite knowledgeable. He recommended we set up an appointment so he could devote his full attention to my mother-in-law’s needs. When entering the branch at 1:00, Mr. Khanh Allen, the respresentative I spoke to on the phone initially, was prompt in receiving my mother-in-law and me. My mother-in-law is 83. She is hearing impaired, very upset that her savings could have been hacked, and not one to be patient. Mr. Allen handled her situation so respectfully, it truly struck me that he was treating my mother-in-law like he would his own family. He listened intently and was exceptionally patient with my 83 year old MIL. Although it took two hours—an amount of time I was prepared for but my mother-in-law didn’t expect—Mr. Khanh Allen was able to resolve our concerns. I wish my review could relay how much I appreciated what Mr. Allen did. If everyone was treated with such professionalism, patience and genuine care, our world would be a much better place. Thank you!

Syed Shaik

The support I received was through and timely, my issue was addressed with a single interaction. Especially Caroline and Lisa, they helped us to add my spouse into existing account as joint account holder. Top notch service.

Isabelle Little

“Short and sexy for the summer, huh?” Is the response I got from a Bank of America teller viewing my license picture in comparison with my now short hair cut. This was my most recent outrageous occurrence that happened just today as I went to get a direct deposit sheet for my work. What kind of management allows such behavior with customers? As the teller was assisting me with what account to put on the sheet for deposits he asked to see my drivers license for obvious identification purposes. My driver’s license shows me with long hair even though I have a short hair cut now which then began the above inappropriate, unprofessional and rude comment. My experience at this Bank of America branch, has been nothing but the very worst banking - or even retail experience, I have ever had. I have been a customer and an account holder since 2014. And yet, why should I be surprised? Another mishap with Bank of America actually occurred last year when I was newly employed with a new company and received my first paycheck. In order to deposit my paycheck I used their mobile app, which I had used for 2 years without any significant delays. I waited for four days and still the check had not been deposited even though I had sent it on the mobile app Monday morning. Worrying what was wrong I went into this Bank Of America branch, taking my pay stub and my employer information with me just in case of any problems with the check. A manger here explained to me the reason that the check funds were not available was because the amount was so high that it needed to be “verified.” Not knowing how this made any sense, I then explained I had deposited checks worth twice as much with my mobile app before and never had an issue. He left for more advice from his manager and came back to tell me that the actual reason was because the check is from out of state and because of this Bank Of America had to verify it was not fraudulently created. I gave the manager my pay stub along with all my employer information and asked that he call my boss and company to verify that I was indeed an employee there. He refused! And said that there was nothing else he could do and that I would just have to wait fourteen days for the money from the check to be available. Because of this, I missed my Bank Of America credit card payment which negatively effected my credit score, I missed my rent payment, AND the whole time the money was not available BOA harassed me with aggressive calls asking me to pay my credit card payment to which I had to explain it was their fault not mine on every call. The next frustrating discovery with BOA was that I realized $12 started disappearing from my savings account every month. I immediately called BOA to report a mistake but an associate informed me that the $12 was what the bank took out for themselves to have for “maintenence fees.” After finding this out, I decided that I would no longer be holding a savings account at BOA just so my hard-earned money I saved could be pilfered from me by these shysters. I quickly moved my money out of the account in order to close it on the phone. My experience with this branch, and with Bank of America as a whole has been absolutely reprehensible, I urge anyone to become familiar with how often things like this happen at Bank of America.

Chan H

I was not greeted when I came into the bank. My teller was nice, even though she was the only one working the counter, and the line was out to the door. It took me 25 minutes from door to the desk to completed a 3 minute transaction. I have never seen a bank so full and not hear a "sorry about the wait, Ladies and Gentlemen" or "we are going to be with you soon, folks..." It was not a good feeling for me. I visit the inside of bank probably once a year, and that adds to the reason I do not go unless there is NO WAY around it. I hope it gets better. Short Pump is too big and developing so quickly, I'm not sure how one teller makes sense on a Saturday, knowing many of the customers work during weekly bank hours. Thanks for allowing me to post this review.