So I have been departing from BofA for months. I even sent them a break-up email in December. December 2012. I told them that I was leaving. I have slowly and methodically been disentangling myself from their clutches. Kind of like a long-term ex – every day you find something else that needs to be removed.
I moved all of my automatic payments. I moved all of my cds. This is important. I am a consultant. I don’t make a lot of money, nor do I have a lot of long term promises in my career, so I set up a system of rolling cds when I went into this field and it has saved my fat from the fire more times than I can count. Now I have to set up that nifty little system again, elsewhere. It is not a big deal, it is just annoying.
I didn’t realize all of the transactions I had going in and out of the megalithic institution, until I went to remove them. Even though I kept them updated, every step of the way. I would send them a note letting them know I was one step closer to departure, they never responded. They didn’t even notice until my account balances fell below $25. I have received multiple notices that my account balance has fallen below $25. That is just sad. They only care, when they legally have to care. What a shame.
Let’s get real. I am a very small fry in a much bigger pond. My numbers aren’t high enough that they are going to tip the balance sheet one way or the other, I know that. What I am is a long-time customer. BofA and I had a relationship for a very long time. Another metric of stability is churn. Everyone who is talking about customer service mentions churn. Sad part is additions are the only things rewarded. No one give a rat’s ass about the existing customer. It isn’t until the existing customer becomes a past customer and part of churn that the machine even notices them. This is sad.
In some ways, I think this passion to break off with BofA has influenced other parts of my life. I had been a long time customer of Sprint and I am not there anymore either. Customer service is a huge differentiator in this world of service providers. I can get the good elsewhere – how I am treated along the way is what is valuable to me.