Bank of America

BRANCH
This branch is clean and spacious — very spacious! How can they afford this rent?
ECONOMICS
Bank of America charges annoying fees, such as on outgoing B2B transfers.
WEBSITE
This bank’s website is pretty badly broken.
There’s no clear flow for setting up smooth payment of a B of A credit card from a B of A deposit account. In particular, the top nav B-​of-​A-​to-​B-​of-​A drop-​down inappropriately leads to a splash page solely dedicated to «send money like a text,» and the «Make Payment» button on the CC’s account-​view page leads to a page with no clear way to proceed.
The site is cluttered with disclaimers, third party ads, and low-​value click-​bait links such as «today’s hot topics.»
The site untruthfully says «Sign-​out successful» when you haven’t affirmatively logged out.
There’s a pay-​to account that there is no apparent way to delete.
PHONE
This bank’s IVR is horribly broken, wrongly interpreting what’s said and delaying the process of speaking to a person. You wait on hold for a long time.
When calling the branch, sometimes no one answers and there is no voicemail.
The information provided on the hold loop is useless, such as, «Did you know you can receive and pay bills online?» In fact, it’s worse than useless, because it’s inaccurate, such as the claim that bills can be paid online with a few simple clicks.
Surprisingly, customer support does not know how to pay a B of A credit card from a B of A deposit account with the same account holder.
STATEMENTS
B of A monthly statements are verbose. Two transactions = 4 page statement!
FULFILLMENT
B of A make a bookkeeping error regarding the name printed on a plastic card, which seems a fairly important thing for banks to get right.