You probably heard about the man with no arms who couldn't cash a check. A Bank of America branch manager turned him away because their rules require fingerprints. No exceptions.
That manager surely got an earful, possibly a demotion.
The web overflows with customer horror stories dealing with BofA "customer service". I ran across another one the other day without trying, simply because one of the blogs that I regularly read had a personal experience.
Whether or not BofA's service falls short (or even it's standard among banks), the real point here is that bank executives will likely erupt in furor and disbelief at their employee's behavior.
What should concern them more are the thousands of examples that fall just below the line of ridiculousness -- equally aggravating, no less insensitive to their customers, but without the farcical aspects -- and then the millions of occurrences that annoy and dismiss their customers just slightly less, all of which go unnoticed and unreported by local news. Such a massive visible failure signifies massive numbers of failures below the surface.
I'm willing to bet that BofA trains its retail banking staff to behave very rigidly, probably in an attempt to reduce mistakes and minimize costs. Eventually, a rules-based culture breeds a system of automatons that only know the rules.
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