I’m an account holder at Bank of America. Today, I visited the Spartanburg Sc branch to have a check cashed. I took money out of my 401k plan to get my house payment current, so that I don’t end up homeless. The check I received from my 401k plan was expedited, so that I could make the deadline to pay my payment. When I arrived at the drive thru window, I told the teller I would like to cash the check. The teller told me, due to the amount I would need to come in and have the check cashed. Because I’m Covid positive and very symptomatic, I did not want to go in the branch and run the risk of giving it to others. I told the teller to go ahead and deposit it into my account. At no point did the teller explain to me that a hold would be placed on the check. If I was told that before she deposited it, I would have told her to give it back to me. That way I could have taken it to a local check cashing facility, paid a fee and had the cash to come back and deposit into my account. As previously stated, time is of the essence. That money has to be in my account by Friday, is the only reason I had the check expedited from the beginning. When the teller sent the receipt out she then told me a small hold had been placed on the check. She said, “the receipt will give you all the details' '. When I looked at the receipt it said it would be available by 6/30, but then I got an email from Bank of America stating it would be available 7/8. That’s too late! I will not be able to save my home if it’s the 8th. I called and spoke to 2 different customer service reps. Both were truly awful, and finally I was connected to a supervisor. Only after being on hold for 25 minutes, and calling on a different phone while still being hold on my other phone. However, the supervisor John was condescending and arrogant. Not only was he no help, but it seemed he took joy in hearing me gasp for air since I’m Covid positive and tell him I’m on the verge of being homeless. I understand the rules, but my problem is I wasn’t given those rules in advance. I didn’t have to deposit the check, if it meant I wouldn’t be able to take care of my business. You may not be able to do anything about this, but I won’t stop until everyone that will listen hears this story. Especially, since a bank has gone to great lengths to not only be uncompassionate, but to also leave a family of 5 homeless. I want everyone to know what type of bank they’re truly dealing with. Also, please put John from Utah in some sensitivity training. Every family in the U.S. has been impacted by one major event after another, and we do not need to deal with a customer service supervisor who doesn’t have a clue.
