CAVEAT: One of my great pet peeves about ActiveRain is when a member of ActiveRain uses ActiveRain's SEO power to flame another business online rather than speaking to the business directly and trying to resolve the issue. This blog post is NOT a criticism of Bank of America. This blog post is actually a recognition of customer responsiveness from the CEO of Bank of America Brian Moynihan.
Below is an email I sent to the CEO of Bank of America CEO Brian Moynihan regarding the upgrade of the online banking services. As many people know, Bank of America completed an online upgrade of its web site this weekend causing many customers to lose online banking access. As a small business, it is very important to know how much money you have in the bank every day, especially when you process payroll on the 20th of every month.
Due to losing online access and the tightened security questions at Bank of America, we have literally lost access to our banking accounts for the past five days. The team in the South Lake Union branch of Bank of America has been responsive, but on the whole, been unable to help with the upgrade as we needed to call into a separate call center.
Anyways, as the team here at ActiveRain will testify to, I have literally spent more than 5 hours over the past two days with various members of Bank of America trying to re-establish our online banking. We fixed it yesterday and then today, the online access disappeared again (due to fraud protection) and the fraud protection department closed at 7pm Central.
Frustrated, I emailed the CEO of Bank of America directly. He responded within 15 minutes, copying their head of small business banking. I am very very impressed. We'll see if the issues get resolved, but, WOW, I never thought the CEO of one of America's largest companies would actually respond to a random email from a customer, especially given all the political drama going around the American banking system.
That is pretty amazing.