Bank of America Financial Center — Local services in New York

This review is a formal complaint about my absolutely inexcusable and frankly horrifying experience at this Bank of America, which directly led me to cancel my account after years of loyalty. This is not just bad service; it is a total disregard for professionalism and basic human decency.

My first appointment with a teller named Swapnil (Deena) was scheduled online for 11:00 AM. I arrived 10 minutes early only to be told to wait because she was "busy." The wait stretched for an unbelievable 45 minutes, rendering the online appointment system a complete and utter waste of time. When we finally met, she assisted me with my issues but also asked quite a few personal questions while looking at my account (about my family contact, what they do, my job, that I must be paid well, etc.) which I deemed not appropriate for a bank teller.

Then came a huge disaster, the second appointment (see screenshots). During our first appointment, Swapnil scheduled the 2nd appointment for 12:00 PM, asking me if it's convenient since it's lunch time. I confirmed, saved it in my Google Calendar and told her that I would be there at 12:00 PM for the next appointment. She failed to send any confirmation via text or email but I already noted the info down so I didn't care. Two weeks passed. The day before, Swapnil left a voicemail changing the time from 12:00 PM to 11:00 AM while acting as if it was what we had agreed upon (it was not, she was probably hoping I would not remember, see screenshots). I was polite and replied that our appointment is confirmed for 12:00 PM (see screenshots) and I could be flexible, but she responded by moving it again to an even later time, 12:30 PM. It became clear to me now that she was intentionally trying to manipulate the schedule, which is completely unacceptable.

The real humiliation took place the next day. After taking a long break from work and waited 20 minutes at the bank, I discovered Swapnil wasn't even there. When I politely asked a staff member named "Luis" about her, he said she took an entire day off. I then asked why she would schedule an appointment on a day she was off, Luis suddenly looked really upset, raised his voice at me and enunciated, "SHE HAS AN EMERGENCY. YOU DON'T KNOW WHAT HAPPENED. I HOPE SHE'S OKAY. GOD BLESS HER AND HER FAMILY." I was left standing there, stunned and publicly shamed for asking a standard question. He seemed to have had a bad day but am I supposed to be extremely understanding when Swapnil lied about the time, rescheduled and then cancelled on me without any notice? And she just happened to have an emergency on the day before a long weekend?

The fact that a BoA employee like Swapnil would not even bother to rearrange an appointment, and that a manager like Luis would defend this blatant incompetence with such a rude and condescending outburst, not to mention the forced Christian value of saying "God bless" to a random customer, is beyond comprehension.

This is a public service warning: do not expect any professionalism or respect from this branch, or Bank of America in general. Go to Chase or Wells Fargo instead. You can be assured I already shared this story with all of my colleagues on Wall Street and on my public social media to ensure others are spared this same cheap and...

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