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In the MSN Money-Zogby poll, Bank of America's customer service was rated "poor" by 26% of respondents who had an opinion.
When told that it had made our Hall of Shame, Bank of America sent this note from Diane Morais, the bank's customer experience executive:
"First I want to thank everybody who participated in this survey. We are listening. And as the Customer Experience Executive for Bank of America, I can assure we are acting on your feedback.
"We realize that we are in a new era where the customer rules. Expectations have never been higher. Our customers tell us three things are really important to them. They want to be treated well. They want great value from the products and services we offer. And they want to make sure that we get it right on every transaction, every time.
"We may not always meet your expectations, but we are always trying.
"That's our commitment to you."
The bank doesn't get poor grades from all of its customers. In our poll, 36% of those respondents who had an opinion rated Bank of America's service "fair," 31% "good," and 7% "excellent."
- Talk back: How has Bank of America treated you?
Bank of America's penchant for merging with other banks has turned a one-time regional player into a company that controls almost 10% of America's bank deposits. But its customers think all that gobbling has created a bit of indigestion.
Here's a typical post in MSN Money's message boards: "Slow service, employees openly tell you they do not know what they are doing, and they lose your money! Mergers with Bank of America have been a disaster!"
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Other big pain points for our readers, according to posts in our boards, were fees and a lack of communication between different operations within Bank of America. One example:
"My husband and I wanted to pay off our mortgage that we had with Bank of America with money that was in our Bank of America checking account. You would think that we could just write them a check. No, it could not be that easy. We had to get a cashier's check/money order and send it to another office in another state."
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