National survey again ranks Bank of America worst for customer service

By Whit Richardson, BDN Staff
Posted July 19, 2013, at 3:10 p.m.

Bank of America has topped for the third year in a row MSN Money’s annual list of major companies with the worst customer service.

In MSN Money’s seventh annual customer-service survey — which was conducted by Zogby International and asked 1,500 randomly chosen respondents to rate customer service at 150 companies as “excellent,” “good,” “fair” and “poor” — 23.4 percent of respondents said Bank of America’s banking service was “poor,” while 21 percent said its credit card services were “poor.” Those percentages were enough to place the company at the top of MSN Money’s “Customer Service Hall of Shame,” a place its held since 2011. In 2010, it placed 2nd.

Bank of America, based out of Charlotte, N.C., has 18 branches in southern Maine. In October, it sold 15 of its branches in central and eastern Maine to Camden National Bank. Bank of America also employs roughly 800 people at its call center in Belfast, though recently laid off 20 from the former MBNA facility.

T.J. Crawford, a spokesman for Bank of America, sent the following statement to the Bangor Daily News:

“We take feedback from our customers very seriously. A better, more consistent experience is central to our efforts, but we know we have more work to do. Bottom line, we’re committed to getting it right.”

Bank of America does have its share of fans, however.

In the survey, 53.4 percent of respondents said Bank of America’s banking customer service was either “excellent” or “good,” while 23.1 percent said it was “fair.” On its credit card side, 57.2 percent of respondents said the company’s customer service was either “excellent” or “good,” while 21.8 percent said it was “fair.”

Its customer service also appears to be improving. While Bank of America has topped MSN Money’s list of poor customer service providers since 2011, the percentage of respondents giving the company “poor” marks has actually declined, from 34.6 percent in 2010 to 23.4 percent in 2013.

It’s also worth noting that five of the top 10 companies on MSN Money’s “Customer Service Hall of Shame” are financial service firms. Joining Bank of America on the list are American Express (No. 10), Discover Financial Services (No. 7), Wells Fargo (No. 5) and Citigroup/Citibank (No. 4).

Television and media service providers rivaled financial services for customer dissatisfaction. Time Warner Cable, DirecTV, Dish Network, AT&T and Comcast all made this year’s Hall of Shame list.

http://bangordailynews.com/2013/07/19/business/national-survey-again-ranks-bank-of-america-worst-for-customer-service/ printed on September 2, 2014