Bank of America Financial Center

My family has been banking with BofA since the 50's. Even before the pandemic, the lines were long and they were short staffed. Not every transaction can be handled online. I've been trying to book an appointment for my mother, yet I can't get a live body on the phone. And when I try to book an appointment online, every day I pick -- whether week day or Saturday -- is booked. And I tried booking up to 3 weeks in advance. Rediculous. Unacceptable.

Chronically understaffed. Be prepared to wait in the teller line for 20 to 30 minutes....every single time. If time is money, this bank owes me a refund for the hours I have spent standing around waiting in line over the past year.

I have to share the very positive experience I had with the Bank of America branch yesterday located at 3rd and El Camino in San Mateo. Having found the first two offices closed my last attempt was to what I believe was your main branch in San Mateo and I am so glad that they were open.

I retired from a 40 year banking career a few years ago most of it in San Mateo. From the moment I entered the office at about 12:30 pm I was politely greeted and directed by your security guard to the teller line and proceeded to wait in line. Though it was unfortunate I did not note their names there were two tellers on duty and one gentleman who seemed to be their supervisor. I was so impressed with the polite and respectful way that the two tellers treated their customers before me. They showed empathy with any complaints the customer may have expressed and had respectful exchanges. My teller who was seated offered to help me complete the deposit slip I had bungled and was very pleasant and efficient. I had to return because I thought I had left the voided check I had used to locate my daughter’s account number but was unable to find. The supervisor then stepped out behind the teller line and offered to help me retrace my steps which went above and beyond my expectations. I did find the check later absentmindedly tucked in a pocket in my purse.

Having been a banker for many years who understood the critical importance of customer service I was struck by the fact that it doesn’t matter how big the institution might be it is the people you hire that make the bank! They are the the ones who interact and can make the experience truly great. In these difficult times when respectful communication is so critical my experience gave me renewed hope that small acts of kindness by individuals make the difference. Kudos!