Yup. I was so fed up with Bank of America’s crappy service I tried to close my account with them. It took 4 months to do so, and at least 8 hrs of back and forth between phone reps, online reps, and in person reps.
First I was told to withdraw the remaining funds to get the balance to zero. Before I did that, I asked them if doing so would automatically close the account without incurring some kinds of fees? crickets
Then I was promised when I got ahold of their specific account closing department that I would be sent a small cashiers check for the small balance I kept in there to avoid incurring fees. Never arrived.
Then I kept getting calls for someone with a different name from the bank. I eventually figured out they were trying to call about this issue, but literally has a completely different name that made no sense.
When I called them back anojt it to close the account again, I was told I needed to go to a branch. Well, all branches are closed due to Covid. Then I have to call again, well, there is a specific branch that is open - great! Too bad I couldn’t find it via the branch locator the first time.
Go to that specific branch - closing an account requires an appointment.
Me: Ok, when is the next appointment?
Them: since you’re closing an account, you need a specific kind of rep. The soonest appointment is a week from now.
Them: but you can close the account by withdrawing funds to zero
Me: will that actually close the account without incurring some kind of negative balance due to fees?
Them: looks nervous uh no
Me: I see, it’s almost like you all are trying to get me to not actually close my account due to some incentive structure and tack on fees. I’m about this close from suing you in small claims court for not actually letting me close my account.
Them: look at each other super nervously ehem, I can book that appointment for you.
Me: ok
And somehow, when I get home after this, I get a text that my account has actually been closed and the cashiers check gets in my hand through the mail before the actual appointment they scheduled me.
It’s just adding bullshit process to provide friction to keep some metric up near as I can tell.
The only time you get any service is when you are looking to saddle yourself with debt or they have to comply due to regulations.