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November 2023 by Cecilia A.
Avoid this branch at all cost. My husband and I have been using Bank of America for the past 5 years. As we waited in line for over 15 min, we filled our deposit slip. As we get to the counter we are greeted by Mohit Sharma in the business line. As we are entering our pass code for our debit card he asks for an additional step to the deposit process. I tell him that I never had to do that. He tells us to get out of line and complete that and get back in line. We get out of line complete what he asks for. Once again we get in line and are helped by another banker. This banker does not once ask for the additional step Mohit had asked us for. This was supposed to take no longer then 10 min and it took over 30 min due to Mohit's lack of customer service! What happened to be treated with respect. No need for an arrogant person helping you with a deposit of your own money! We will no longer bank with BOA. We are taking our business account else where.
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July 2023 by Christina C.
I have been a customer for many years. In general I avoid going to the branch in person because of long wait time. After the pandemic, they seem to improve their in-person services. On the past few occasions where I went there for cashier checks, things have been smooth and fast. But one cannot really tell the level of services until there are issues. On this occasion I went to the branch for four cashier checks. The clerk asked for my driver license three times to verify my identity, and I obliged to all the three requests. He made the first mistake of misspelling the name on the memo of the cashier check which happens to be my own name. He requested my driver license the forth time to verify my identity. I objected on the basis that my identity has already been verified three times (!) in the past few minutes and that correcting the typo on the memo does not require re-verification. He responded non-sensically that Bank of America requires verification of identity in issuing cashier check. An assistant manager nearby stepped in. Instead of understanding and mitigating the situation, she responded with the same nonsense answer, added with a stern delivery. I became upset not only because of the unnecessary forth request for re-verification within a short span of few minutes, but also because of the her attitude. The escalation caught the attention of the branch manager who patiently listened to my complaint. At the end, instead of just admitting the forth request for re-verification was unnecessary, she tried to dodge the issue. After my pressing a few times, she finally said she would take my complaint as feedback.Unfortunately that was not even close to the end of the story. The clerk continued to make more mistakes - the second for mixing up the payee with the memo, the third for missing the first part of the memo, the forth and fifth for missing some numbers on the memo. I asked for four cashier checks and there is at least one mistake for each single one that I have to double-check and double-check again his work. His first explanation is that it is why he asked me to confirm his data entry. No, it is not the customer's job to check that he does not make any mistakes. His second explanation is that the keypad on the ipad is not functioning well that he missed some numbers. No, that is not why he mixed up the payee with the memo and completely missed the first part of a memo. I refused the validity of his explanation to which he repeatedly object. By that point, I have already wasted half an hour discussing his various mistakes that further discussion was useless. He just could not possibly own up his mistakes. A simple "my mistake" from the clerk, the assistant manager or the branch manager would have addressed the situation. Apparently admitting their mistakes and learning from them is harder than pulling their teeth.
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April 2023 by Malia O.
Trash customer service. I had a basic question that was passed to three different people with iPads in their hands... only to not be answered while I sat on the couch in silence.
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December 2022 by Peter N.
While the hours at this location are better than most and the staff are polite, they are inefficient and try to sell products while the line is backed up. It's totally disrespectful to their customers and a waste of time. Meanwhile, the extra staff are handing out.
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December 2022 by Claire Y.
Got here around 10:30am on a Wednesday to pick up a foreign currency order. They only had one clerk working so the line was to the door and the wait was more than 25 mins. The level of customer service was so low that everyone in line was complaining. Moving to Chase next year. Thank you for the past mediocre 10 years, BoA.
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October 2022 by Kristy Z.
Worst branch ive ever been to! Cant seem to keep a stock of quarters, even though the 2 other banks ( bank of the west and wells fargo) within 2 blocks of this location never have this problem. The 'change shortage from the oandemic' only seems to affect this one branch. Also very slow staff and never have enough tellers on duty.
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August 2022 by Eric S.
Louis is a wonderful employee he is the only person competent that I have interacted with at bofa. The one star is for management for not assisting him the times I have to frequent this location. My gripe is that there is a line to the exit door and they let business have priority with the same amount of tellers they originally had, if business gets priority there should be someone that intersects that customer so the original tellers can assist with the line.
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July 2022 by Terecita z.
Same 3 ppl always with bad attitudes and a couple times they speculate that MY CHECKS are not mine.... Ridiculous. Avoid this location if you can. I cannot due this being the closest one open at the moment !!!
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June 2022 by Xiaoxi W.
1. Customer service at this branch is the WORST. Low efficiency, several employees are just hanging around and let customers (both with and without appointment) waiting for looong time. 2. This branch doesn't say it's by appointment only, but If you walk in, staff will direct you to make an appointment or call service line regardless of type of service (certainly can be taken care of within 5-10 mins) or urgency of issue. To me is just being lazy and avoid working. 3. Example - I asked one employee to check the earliest appointment availability, staff replied - you can call to make an appointment. If everything should be done online or through phone, I think management should consider close this branch to save costs. As a preferred boa member I see no customer service or value add at this brunch.
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April 2022 by Anne A.
This review is for the entire BofA Company. Cost cutting and service cutting is the name of the game. This makes banking at BofA HORRIBLE! Go to ANY other Bank....run, don't walk away from BofA. Want to actually bank in Los Altos? Too bad, the Loyola Branch is permanently closed, downtown branches open only occasionally. Want to get into your $400.00 safe deposit box? Make an appointment a week ahead, only by email, and then you can ONLY see your SDP for a one hour time period on a Tues or Wed Morning. What happens if you work? too bad. Want to talk to a banker about unfreezing an account due to the death of the account owner who is your husband? Good luck with that . First, you must NOT go to your local bank, but go several miles away to a branch that is actually open. Then, you get a 20 digit long number and a phone number. You call the phone number, but must wait at least 45 minutes to talk to a human. The human escalates the problem, alas you must call back two days later to "check up again". Again long wait, human comes on, but cannot solve problem so he puts you back on hold. At this point you are still listening to their annoying Muzak and you have been sitting on hold for 51 minutes with no sign of a human answering the phone. Have a problem with identity theft? Good luck with that. Read any reivew of BofA. They DO NOT help anyone who has lost money from Identity theft. No one in the bank has the job of helping those folks. They just stonewall them, and these people end up paying credit card charges that are fraudulent, based on reviews I have read. This is a HORRIBLE BANK! I feel badly for the folks working at this Bank who are quite professional despite all of the problems, but it is all about extracting the maximum amount of money from each customer. The way they do this is through AWFUL CUSTOMER SERVICE, and in adequate manpower loading.
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February 2022 by Yadira S.
The manager Wals or Walt's is the rudest person I have ever came across at a bank he wasn't helpful at all didn't solve the problem I'm really surprised he's a manager with his disgusting attitude don't come to this bank unless you want the bankers to be rude definitely calling corporate on this person
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January 2022 by William O.
Customer service at this branch is the worst I have ever experienced. The "relationship analysts" (chuckle) aka tellers, will routinely refuse to do anything a customer asks. Today I made a withdrawal and asked the teller to put the cash in an envelope before giving it to me. This is standard for big withdrawals because it preserves the customer's confidentiality. People get mugged outside banks every day. After I asked the teller several times, he finally gave me an envelope but would not put the cash in it. He offered no explanation, just tossed the money and envelope at me. Maybe he thinks he is too good to do anything a customer asks. A manager told me he is not allowed to put my money in the envelope. If that is so they should post a sign that states that. Along with all the other small services customers expect banks to provide. Just ridiculous. They don't know the customer is always right. Everytime I visit this branch I experience disrespect from the staff. They need customer "relationship" training, with an emphasis on politeness.
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December 2021 by Timur Taimasov
Super!
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November 2021 by James R.
This Bank of America really did me a big disservice. I had made an online deposit in early October 2021 via a mobile deposit, but somehow they lost the deposit. I called BOFA'S 877 number and they couldn't find the deposit even though I'd received an email with a confirmation number after I'd made the deposit. They assured me I was free to do with this check whatever I pleased since it had supposedly never been deposited. Suspicious, I called back and spoke to another associate and a supervisor and they both promised me that no deposit had been made. Since it was a mobile deposit, I still had the physical check. I took said check and deposited it at my new bank, Chase. The check bounced and when I called Chase, thay informed it it had already been deposited. I went to the Bank of America on Castro in Mountain View and spoke with a manager who looked up my account and said I didn't make a deposit. I told her I did make a deposit that I believe BOFA'S system somehow had lost but she wouldn't hear me out, and instead she handed me over to a green personal banker named "William," who was nice enough but who again just told me more of the same, that I didn't make the deposit. I was there for nearly two-hours and I got no where. The next day, I went to Bank of America San Carlos and spoke to a manager, Tony. He quickly found a record of my deposit and figured out that my deposit had somehow been lost. He told me he had never seen this in 18-years with the company, but that it wasn't hard to find, all he had to do was to look in a program program all branches had access to called "Image View." He even printed out a picture of the deposited check and a deposit slip. He filled out a "Lost Deposit Form" and ten days later called me to notify me that my check was (finally) en route via a Cashier's Check. Unbelievably, when the Bank of America Cashier's check arrived, it was for the right amount and was sent to the right address, but it had someone else's name on it! The incompetence is staggering! This fiasco led to Chase closing my Savings account because they (erroneously) thought I was attempting to make a double-deposit, when in reality Bank of America's mistake led to all of this. The Mountain View BOFA could have made my life a lot easier by finding the deposit, but unfortunately they failed where Tony from BOFA San Carlos rose to the occasion. If they had just used the Image View app, they could have pulled up the deposit slip in a matter of minutes, but they didn't and as a result, this nightmare dragged on longer than it needed to. I would avoid Bank of America like the plague. Since I've been telling other people about my horrendous experience, I've been hearing other horror stories about BOFA, though to be fair nothing even in the realm of my experience. BOFA eventually did send me a cashier's check to the correct address and to the correct name, though I'll never get the time I squandered back, and I'm still having to put out fires related to this incident. Notably, Bank of America did not refund the $12 fee they caused me to incur at Chase, nor did they send me a letter of apology. All class till the end!
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June 2021 by Danielle K.
I have appreciated the professionals at this Bank of America branch for years. When I have complicated transactions, money to wire, or specific questions, they have always been able to take care of my business and give me helpful answers. Today I worked with Bindu Alexander, Financial Center Assistant Manager. She was friendly, knowledgeable, resourceful and quick. Thanks for your help, Bindu!
