I just called Bank of America’s travel center with a problem regarding my seating for airline tickets I purchased with both 81,000 points and $1320. I was greeted by a lovely young lady who was helpful but could not triage my issue. She then forwarded me to her RUDE supervisor Sedrick. He did not give his last name.
My spouse and I were unable to sit together on our long flight to Barcelona. I wanted to express my concern to Bank of America regarding the confusion at the airport. I did not ask for compensation and I was not rude. Yet Sedrick’s attitude was both condescending and off putting. He expressed that it was not BOAs responsibility for the confusion regarding seating. He also stated why should BOA incur any financial obligation when I booked this flight myself.
I was completely taken aback by his tone and comments. First off I booked my travel through BOA’s online service. I did not call the travel consultant number because there was no need when online services are so convenient. Further it is never appropriate to place blame on customers. A customer service reps job is to offer service recovery, not prove the customer wrong. I have been a BOA customer for over 20 years. I also have a platinum card with them. Now I’m making the decision to take all of my business elsewhere. I’m sure that there are plenty of other banking institutions that would be more than happy to have my business.
It’s unfortunate that in the world of customer service compassion and respect are missing. I can only hope that the folks at BOA read this post and help to train their team members so that this type of behavior ceases. The sad part is that the company has to lose both my husbands and my business over the course of our lifetime.