New Bank, Pleasant Surprises

12. October 2007 by admin.

    After about three years banking with BB&T, I decided to move to Bank of America for a multitude of reasons.  First, I was very dissatisfied with my service from BB&T over the phone with customer service and with my treatment in the local branch.  Although I set up my new accounts with B of A online it was my first trip into my local branch that I felt called for review on our site.

In my opinion B of A surpasses BB&T by providing better phone support and branch experiences, broader savings and checking options, and enhanced online security/services.  Disclaimer for anyone who reads this and works for BB&T:  this is only my opinion!  Right off the bat and before I even entered the B of A branch at the corner of Hershberger and Williamson, I was already biased by said preconceptions.  Nonetheless, I wasn’t necessarily expecting anything grand by simply walking inside to make my first deposit and change my PIN.  Once I made it through the parking lot construction and inside, I was welcomed by a full lobby and a potentially long wait time.  After about ten minutes I made my deposit and inquired about the PIN change.  The teller explained that since my payroll check was an out of state check, they would be placing a hold on all but $100 of it for the next 7 business days.  She then informed me I had to wait in yet another line to change my PIN.  I was NOT happy!  To make matters worse, I was in a hurry to get out of there and get to work.  She directed me to the other line (obviously run by customer specialists and not tellers) and I was helped within 5 minutes.  I explained what I needed and with three clicks my hold was gone and PIN changed.  Talk about exceeding my expectations!  Even though it didn’t take much, I guess I wasn’t expecting the process to be so painless especially considering the large crowd.

The bottom line?  I am not only impressed with the bigger picture my new bank has to offer (which is dictated by the corporation itself and not our local branch) but I was also pleasantly surprised with just how easy my local office was to work with.  I was expecting a long wait and a lot of hassle to get what I needed but they managed to prove me wrong and leave me with a positive experience to remember.  By surprising me in such an unexpected manner, B of A has secured another banking client.

Way to go, Bank of America on Hershberger!

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