April 2020 by Ma Suxenia C.
Manager was very rude and unprofessional. It was surprising. Earlier today, the ATM was broken so my parents had to go inside the branch to retrieve their unemployment benefit via Bank of America debit card. The teller did not return the debit card and parents had to return twice to the teller and ask for the debit card. The teller said she gave it back, but this was untrue. I went with them the third time and requested to speak to the manager. The manager did not even apologize and instead asked if I was there during that time. The manager "M" insisted that the card was returned along with the envelope and Driver's license but it never was. My parents thought the debit card was within the envelope and as there was a long line behind them, wanted to give way to the next person in line. We requested kindly for the manager to review the video footage as there were 2 cameras pointing directly at the teller. He response multiple times were, "we don't have video recording" "those cameras don't work" and then, changed her answer later to "there may be a clip of him (parent) walking into the branch and leaving but there's no clip of the actual transaction." She also stated that "we don't have access to those clips." At least try. We simply asked for them to review the footage because the LENGTHY application process for unemployment, subsequently calling, waiting for HOURS for a replacement card, and reporting the card stolen is not easy. The least the manager could have done is apologize for the inconvenience and provided a course of action... even having the employee/teller be with us and sitting us down to discuss the matter would have at least given us a positive outlook. She does not know what it is like to be unemployed, laid off, due to this covid-19 pandemic and have to spend hours applying and waiting weeks for approval.
