The Beginning by, Me.
By Maes Momma
When I finally received my I-Phone, it was time to try banking on line. I downloaded this app & began a totally new adventure. As time provides, I’ve been slowly delving into what I thought would be an amazing experience where banking and bill pay would become easily completed with minimal effort. Wrong, not entirely true. At this point I am frustrated. To simply pay my bills every month, without fumbles, less stress and time, I find out from ALL options, I’m not able to do online banking to pay aforementioned bills because I don’t have the necessary accounts available to do so. I have checking, savings and a fairly healthy CD.....I wonder, why can’t I bank online? Why does it say I’m unable to use this app for online banking because I haven’t the accounts to do so? Huh? What? I’m so confused! I can’t locate the forms I need either....I want to be sure when I pass, my daughter receives all my monies from these “Appropriately Established” accounts! I’ve called 3 times to have the forms mailed to me...to no avail and I’m unable to pay my bills online. I’m disabled, hooked up to oxygen, unable to go into the bank as I mentioned when I called. I was told to open online banking that that would help me handle everything from home. If I figure it out one day, you’ll receive the 5th star. Take care my friend.
New ‘Bill Pay’ is Horrible
The new Bill Pay section is poorly designed trash that has ruined the app experience. Not only is it ugly, it does a poor job of visually integrating with the rest of the app. Clunky and unintuitive, to now make an online payment you must sift through multiple screens, making multiple clicks—all of which is very confusing to the consumer. You now also have to manually assign a “pay by” date to complete the process which is terribly annoying. (The default should be set similar to the pre-updated version that automatically sets the earliest possible date for you. But, still allow a user to manually set their own “pay by” date if needed.) Overall, the former Bill Pay was MUCH easier to utilize and MUCH nicer to look at.
To add to the problems, we no longer have the ability to delete old “Pay To” accounts from within the app the way we could previously. Another oversight.
BOA has definitely taken steps backwards with this update. If I had to guess, budget cuts forced BOA to begin implementing new app updates via internal junior-level design team, rather than outsourcing to a professional UI/UX firm. As a result, this update has a “beta” feel displaying poor form, function and usability. Really embarrassing for a big bank.
Your auto payment feature is unacceptable. For some accounts you do not allow payment of statement balance or minimum payment amount which makes it impossible to automatically pay each month to avoid a late payment. You actually require a dollar amount and that can result in an overpayment which we then have to request to be refunded. That did happen to me. So I shut it off and as a result I was charged a late payment for being a few days late paying because I could not access my account to pay an unexpected charge that went through the account. Which leads to my next complaint about the website.
I could not remember my password and therefore could not get a reset as I did not have my credit card available. Instead of allowing reset like other credit card companies by answering chosen questions, you make us enter the account number which I did not have because I could not access my statements which are delivered online. Since I did not have my card with me, I had to call in... having to try to call back multiple times as your lines are very busy. By the time I was able to get a person on the phone, I was 3 or 4 days late paying and you had charged me a late payment. I always pay on time. You have years of history with me paying on time, yet your customer service refused to refund the charge even though I have years of history paying on time and only was late because I could not get into the account.
Your online experience it terrible.
Ok I don’t know if I’m talking about the bank of the Benk’s employees. I walked into the bank branch the other day to make a deposit and the teller convinced me to talk to a small business representative and so I did. The business representative explained to how easy and worth was for me to open a line of credit and before I could think they had me filling an application. On the conversation I explained all my life to the financing agent and said that I did not want a hard inquiry in my credit for no reason. She told me the for her experience and my record with the bank it would not be a problem to get the line of credit. I trusted her and went for it.
After 7 days an other agent called me for an interview over the phone and she denied me based on my records; recored that they had access all along. So my review here is for you to be aware of shifting employees in branch who want to make a little extra with total disregard with people’s life. They don’t care if your credit will be damaged or your time wasted all they care is that they make they percentual extra money. Or it could be the bofa system too that operates on forcing them to screw clients with the complete disregard with damaging their personal life.
So it could be the bank, the employees or both.
Customer Service with a smile, through the phone 👏!
By Jeffrey HC
I want to acknowledge Daniela (I didn’t catch her last name.) a phone representative of B of A for her incredible knowledge and apparent skills sets that sets her apart from many other people. Upon receiving my call she was well versed on what to do about my issues and took immediate action to reverse a fraudulent erroneous charge to my account. Her demeanor is warm, friendly and I could just imagine her smiling while she was busy helping to close my old card down, reverse the charge, stop this business from ever being able to use my account again and send me a new card. This entire process was less than 10 minutes and my problem was resolved immediately. And this was done in a very professional and proficient manner with that bit of human kindness, and empathy. It’s rare these days to find someone over the phone who is competent and gives you excellent customer service like Daniela. Thank you for your OUTSTANDING SERVICE!!! Keep up the good work and you’ll keep getting revues such as this one. Again, thank you for making and taking the time to provide PERFECT, SATISFACTORY, PROFICIENT, CUSTOMER SERVICE 👏👌👍!
Painfully slow to open
By by hearing officer
I don’t know what’s wrong with the BofA IT department or equipment, but this app has become painfully slow to open, if you can get it to open at all. I have no other programs that are as difficult or slow to open as this one. Didn’t used to be that way.
While loading speed has improved, now I can’t get the app to work with Series 3 Apple Watch. Have spent long periods with Apple and B of A trying to solve the problem. Have re-started and re-synced everything multiple times. A Google search shows that’s I am not the only one with this problem. Every time I click on B off A logo on watch, it says go to B off A app and authorize the watch. I have done this multiple times. I continue to get the same message. The app does not seem to save the authorization, as every time you go back to the authorization page it asks you to agree again. The app says you can use your watch but it doesn’t seem to communicate that to B of A’s system.
Update: This app is still buggy. It actually worked for a while, then just stopped working. I restarted watch, reloaded app, both on phone and watch, then app tells me congratulations I can use app on my watch, but watch says to start by going to app and agreeing to terms, which I have done countless times. BofA needs to fire their app developers and hire new ones. I have had no other problems with other apps on my phone.
Bill pay is ruined
By Cool n Slick Willy
I have bank with this over 20 years for one purpose the bill pay system was great. Made my life easy. I scheduled my bills and the money came out of the account on the day I scheduled them to pay. Life was great. I had control of my life. They changed a perfectly good system for get additional bank fees. The current system ignores your scheduled payment day. It could come out as early as 3 days before your scheduled payment date. I’m sorry that I’m not rich and sometime I live check to check. Which means if I schedule it for a specific day, that the day my paycheck will be there... not 3 days earlier. The control I had help me manage my money better and raised my credit score to over 800. am now looking at other bank system. Their policies have ruined the best bank payment system. You no longer can trust this bank will consider customer the needs.
BTW. They charge me for overdraft fees for processing the checks 3 days before I scheduled it on my pay date. When I called and complained, the service agent said they changed the check processing policy to what was convenient for the bank.
I’ve been using the app since it first became available and I’ve been absolutely delighted with it for all of these years of use. Then came version 8.1.12 and the bill pay part of the app went down the toilet. Keeping records of payments off-line is no longer easy. It tells me a payment was scheduled but leaves out the important stuff like to who, how much, and when. I also miss the list of scheduled payments with the total $ amount A quick screenshot used to be able to get and keep a record of off line for a quick reference without having to log in. Pay to, amount, pay date, and $ total all on one page. That was the best part of bill pay and now it’s gone. Ease of use went out the window with this version. It didn’t take long to become frustrated and gave up trying to do the easy and familiar tasks that were perfected over the years. I’m very sorry to see that change overnight. The app designers should be people that actually use the app frequently! Take a step forward and take the Bill Pay section back to what worked well for years!
Pretty much second rate app
I tried to set up auto pay to automatically pay the whole balance every month. No can do. The app automatically schedules the minimum payment every month. No way to change on the app. No help - so far - from customer service. Sad.
Here is an update: I got a response from a member of the tech team. It said that the developer needed more information on the type of account. Fair enough. But the response took several days and I was unable to respond to the feedback. Clicking the response link went to a leave feedback general page so the whole thread would have been lost.
In the meantime I called the general customer service number. They did not have the information so they referred me to a technical support line which was closed for the evening. I called tech support. They told me what I was trying to do (pay in full every month—less interest fees to the bank) could only be done on the desktop app, not the mobile app. So it is a deficiency in the mobile app. To add insult to injury making this change is not effective immediately or even in a few days but not until the next billing cycle over a month away. Poor technology choices all around. Desktop and mobile apps both. My rating of 2 stars has been confirmed several times over.
Not able to select account to send money from
I have called tech support twice this morning.. both times representative was confident on the troubleshooting step given. I have three accounts on my phone of those three I can only Send money from two. I was told to uninstall and reinstall as I needed to update app. I did that it didn’t work.. I called back again .. rep tried steps again, she also had me login to webpage. From the webpage on my phone I was able todo the transaction. She had me log out of the mobile app and back in to try it again.. still didn’t work. She then told me that the next option was to restart my phone then she could open a ticket .. but we were talking on so, she would loose the call .. and that she couldn’t call me back.. Most people are in the device they need assistance with. There should be a disclaimer that if you need help with your mobile devices don’t call from it.. like when you call your mobile carrier.. long story short... I have restarted my phone and uninstalled and reinstalled a second time.. I still can’t make the transfer. Disappointed!