I would have had the same reaction until I began doing research on just how many customer service issues amongst large banks, and corporations in general go unresolved.
Most of these firms operate with impunity since they are so large and have so many customers, they can afford a certain amount of dissatisfaction. In fact, when it comes to banks, the passbook savings account holder represents the smallest depositor block to most of these institutions, as they are geared toward assisting large corporations or other businesses as their preferred customer.
The attitude you get with large banks is how worthless you are as a customer to them, since they cater to the needs of corporate clients whose deposits, loans and other "financial products" pump up the bottom line, whereas the individual depositors represent an annoyance that they tolerate due to government regulations mandating them to do so.
My three accounts amounted to little more than 300k when I withdrew them from BofA, and they made a half-hearted attempt to keep me, by promising to "do better" with their customer service. At that point, having already closed the accounts, I got up to leave, and left the bank with a wad of gum stuck to my backside.
I laughed about it...later, and realized I had made the right decision. If they can't clean the gum off the seats at BofA, then they need a cleaning service more than they need my business.
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