Bank of America Financial Center - Redwood City, California

Janelly

I am writing to express my deep dissatisfaction with the service I received during a recent visit to your Redwood City branch. I had a scheduled appointment at 9:30 AM, and I arrived a few minutes early. Despite this, no one greeted me or offered assistance. Eventually, a woman in the first cubicle on the left asked, “How can I help you?” from her desk without coming over to speak with me directly.

I explained that I had an appointment, and she asked if I knew who I was meeting. I didn't scheduled with a specific individual — I simply wanted to speak with someone about concerns I had already outlined when booking the appointment. One of my main concerns was that I had not received my oldest credit card in the mail and can be affected if not used soon.

Rather than helping me resolve the issue or offering to look up my information in the system, she began making assumptions, that my mail was being delivered at my aunties house instead of mine. I found this approach cold and unprofessional, especially when I was already feeling vulnerable due to recent housing instability. I felt judged, interrogated, and dismissed instead of supported — something that is particularly hard to accept when you're already under stress.

It was upsetting to be treated this way when all I wanted was help & not to be questioned from across the office or made to feel like a burden. I had hoped to sit down with someone who would listen and walk me through possible solutions, not to be put on the defensive the moment I walked in. I even looked for a manager that seemed like he wanted to help. He told me he would sit down with me, answer my questions, and help fix the situation. However, after about 10 minutes, he said he’d be right back — and never returned. I waited, growing more upset and disheartened, until I was so frustrated that I left. The whole experience was deeply disappointing and made me feel dismissed and unsupported.

Banking should be about helping customers, not making things harder. My experience left me questioning whether Bank of America genuinely values its customers, especially those facing difficult circumstances.

I hope you take this feedback seriously and make efforts to ensure all customers are treated with dignity, compassion, and professionalism, regardless of their situation.

I would leave 0 stars.

yemeli G.

Unprofessional and Unhelpful Service at Bank of America

I recently visited a Bank of America branch in redwood city and had an extremely frustrating experience. Upon arrival, I noticed a group of tellers, with one sitting on a desk, speaking to each other , ignoring anyone that came by —highly unprofessional behavior for a bank setting. I understand it was an hour before closing, but that doesn’t excuse the lack of professionalism.

I approached Teller Lin for assistance after losing my card, explaining that I needed to cash a check. Without much effort, she immediately told me it wasn’t possible. After I insisted she at least check, she reluctantly took my ID, only to again say my only option was to deposit the check—an option that wouldn’t work for me.

Only after I became visibly frustrated did she suddenly mention that I could cash the check using a virtual card, an option she failed to provide from the start.

Why make things more complicated for customers instead of simply providing all available solutions upfront? It felt as if they were trying to make the situation impossible just to avoid doing any real work.

Banking should be about helping customers, not discouraging them. This experience left me questioning whether Bank of America values its customers at all.

Alexa M.

Our interaction with Miriam was very unpleasant and difficult. I was unable to get any answers because she told me she was too busy with other client calls. It's very difficult to reach someone at the branch in the first place and once you do, they are rude, talk over you and won't answer questions. Miriam would not let me get a word in the entire call. I think future clients should consider this before banking with Bank of America.

tracy H.

Walked in ask Rob Gilroy about a credit card offer he pushed me into applying by saying “there was no down side” I asked specifically if this can hurt my credit, he said 0 chance then told me I can’t mail the new card where I live EVEN though my secured card was delivered there a few months back, after he got my SS# wrong 4 times he finally entered it correctly, after 30s I was denied and I received a notification from Experian that my credit score was just dropped due to an inquiry….

He then says “Well I’m not a credit expert!” Then tries to explain for the next ten minutes how it’s my fault!

If he’s not a credit expert why in the hell did he tell me there’s no chance of a negative outcome and why even give me the offer in the first place?!

I’m so pissed and disappointed that I should of know by asking any bank for help was just a huge mistake, if the offer didn’t end that same day I would of never went on to apply…

He deleted 3 months of paying off my secured im sick to my stomach DONT TRUST this bank just go chase bank they won’t hurt you only help.

henn Z.

Edit: We went again on a Saturday evening, it is drastically different, there was a reception lady who is very nice and professional, and we only waited for 10 minutes until a banker was able to help. The banker lady is also extremely friendly and knows what she’s doing. I’m bumping it to 4-star.

This place is extremely understaffed, only 1 banker is available at 3pm on a Tuesday. I was told to wait for 45 minutes in order to open a banking account.

Yesse M.

Only one teller and waiting for the manager for about 20 minutes without the line moving. Horrible, they need to have more tellers.

K W. J.

The security guard was an older Indian man who harassed me as a young Black woman in the city on business. I pulled into the parking lot around 1140 AM on 07/27/24 and got out of the car. I was looking for the entrance of the building and immediately the security guard, who was working on his white car, yelled at me (he was only 5 feet away) that this was for bank of America parking only. I told him I know and went inside because the ATMs are not clearly marked.

The greeter inside was VERY polite but needed to confirm with another gentleman with glasses where the ATMs were. I reported that the security guard was very aggressive towards me. The gentleman apologized but told me they get a lot of people parking inappropriately which I told him I understood, but he did not need to be aggressive or follow me around. The gentleman said he agreed, the guard shouldn't assume I wasn't there on business and he would speak to him.

I walked back out to go to the ATM and he was watching me! Meanwhile this parking lot is full of people. I started my transaction at the ATM but he was watching me and making me extremely uncomfortable that I closed out my transaction and left. He watched me the ENTIRE time until I pulled away.

Again this was a busy day, lots of people around the parking lot. I am the ONLY person he spoke to about parking. I was also the only Black person in the parking lot.

This overall experience shook me as I am a young woman by myself traveling.

Nicky G.

I deposited both a check and some cash at the teller. The teller assured me that the cash would be available immediately in my account, while the check balance would take a few days to reflect. However, it turned out that she failed to deposit the cash at all. When I contacted customer service, they were unable to resolve the issue over the phone, so I had to visit the branch during work hours and wait for them to investigate and rectify the mistake.

During the deposit process, the teller provided incorrect information, which only exacerbated the situation. It's clear that she lacks the necessary training and knowledge to perform her duties accurately.

As a loyal customer of Bank of America for over a decade, this incident has caused considerable dissatisfaction and has left me with a negative impression of the service.