Trying to raise my kids the best I can

Thursday, August 06, 2009

My customer service IM copied and pasted.

Chat InformationWelcome to an online chat session at Bank of America. Please hold while we connect you to the next available Bank of America Online Banking Specialist. Your chat may be monitored and recorded for quality purposes. Your current wait time is approximately 0 minutes. You are currently 1 in queue. Thank you for your patience.
Chat InformationThank you for choosing Bank of America. You are now being connected to a Bank of America Online Banking Specialist.
Norman: Hello, my name is Norman. Thank you for using Bank of America's Text Chat service.
Norman: To begin with, may I have your complete name to wish you?
You: Deena Sao
Norman: Thank you, Deena.
Norman: How may I assist you today with your personal accounts?
You: Look, I'm sorry to unleash this rage. It's not you. You're just a nice call center person trying to support his family. But it's Bank of America. There should be a class action law suit against them for these overdraft policies. There are several ways they count balances that are innately unfair... just ripping off the poor... I need to rant first, sorry, then maybe you can help me with my overdraft fees
Norman: I understand your concerns regarding the overdraft fee.
Norman: I will try my best what I can do for you.
Norman: Could you please provide me the last four digits of the account number in question?
You: The first injustice is that a transaction can be pending one day and the next day it is counted as a withdrawal. So when you are withdrawing other charges during that day your balance is positive but the next day all those charges are overdrawn
You: my account number? hold on
You: 6895
Norman: Thank you for the information.
Norman: Please allow me a moment while I access your account information.
You: The second injustice is the policy of withdrawing the largest withdrawal first. Clearly the fair thing to do would be to take them out in the order they are withdrawn in. But the bank policy is done in their best interest. Because the larger withdrawals will get the balance in the negative faster and then all the little withdrawals will add up to more overdraft fees
You: The third injustice is taking out an overdraft fee, causing a previously un-overdrawn account to go overdrawn and then charging fees for further withdrawals, that otherwise wouldn't have gone into the negative
You: And the last injustice is the amount of the fee. $35. For a loan on average of, I'd guess, $20 for two days. That's nearly double, times thirty days in a month equally 6000% interest. That's just insanity. They are gouging the working poor in America!!
You: And then these banks have the nerve to ask for bail out money!
You: OK I'm done ranting. We can get on with the issue of my overdraft charge or charges
Norman: As I can see the overdraft fee was charged correctly as per the bank's policy, therefore, I am unable to refund the fee charged on your account.
Norman: These are the banks policy and we are not authorized to go beyond this.
You: OK. Thanks.
Norman: I hope you can understand my limitations.
Norman: You are welcome.

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