Bank of America still sucks. (kinda)

I was assured that my card would be delivered by courier today. Is it any surprise that it didn't come? Another one for Bank of America!! At about 3:30 the day was close to ending so I figured I'd give them a call and see if I could get any information about the delivery. When I called lost/stolen card services I was told that the package would be arriving on Monday by FedEX, not today. The associate promptly blamed it on FedEX. I was pissed they don't ever do anything they say they will, so I asked him if I could speak to customer service and he informed me I was talking to customer service. I told him my entire plight and asked him why 12 different departments in Bank of America all seem to tell me 12 different things? He stupidly, like another representative I spoke to in the past, blamed it on the bank being a large company, and said that maybe one of the associates went above and beyond to fix the situation. I told him that being too big is no excuse and shouldn't every associate go above and beyond to help a customer, because Bank of America is supposed to have 'Higher Standards' per their Ads. Then I asked him if, perhaps, those 12 different departments had 12 different policy books, or if there's just one policy book for the entire company?
He kept telling me that he's sorry there is nothing he can do about FedEX not delivering it when they said they would, and could he help me with anything else? Each time he said that, I said, "yes, you can answer my question. Why do 12 different departments tell me 12 different things." Then he'd spiel for a minute, not knowing what to say and finally he'd ask if he could help me with anything else, at which point I'd ask him to answer my question. . . the same question I've been asking over and over, "WHY DO 12 DIFFERENT DEPARTMENTS TELL ME 12 DIFFERENT THINGS?!?!?!"
Finally he told me that he could put a note in for this to be investigated by Executive Relations and that I'd receive a letter with the findings. I told him I want a phone call, not a letter. He told me it isn't possible. I told him I've heard of people being told the bank will get back to them in the future and the bank never contacts them again, so how can I be sure this gets done? He told me he'd give me the address and I could handle it directly, in which case he woudln't be putting in the investigation request because it doesn't make sense to do it twice. I said, "no, I'd rather we both do it, because I might get two different answers (if the past is any indication)!"

I was really mean to him because I'm really mad they haven't done one thing right and nobody takes responsibility or even suggests a solution, they just say their scripted apology instead of answering simple questions. After I hung up with him I called FedEX because I got the tracking number from the Bank of America guy. Turns out that with the type of delivery they picked they had to check the 'saturday delivery' box if they wanted it delivered saturday, which they didn't do. The Bank of America guy said they always use FedEX, so I'm assuming they would know this, right?? So, as I pondered this, the woman at FedEX said she'd look up one more thing for me. Turns out FedEX doesn't do Saturday delivery or overnight delivery to my Zip code AT ALL and it would have been impossible for them to overlook that fact when they were filling out the delivery request because it tells them this right out. So, they told me it would be here when there is no way it possibly could have made it here. I'm currently trying to call Bank of America back right now. I just called customer service and the phone system asked me to choose which type of customer serivce I wanted and in what language, then once I got through that it asked me to enter my account number so it could pass it on to the associate. Once I entered that it told me that customer service is closed!! TELL ME THAT IN THE BEGINNING!!!!

Got in touch with Bank of America by calling lost card services. I spoke to one person that told me the scripted apology over and over and said that they didn't know FedEX doesn't deliver to my Zip on Saturday. I told her sorry isn't good enough anymore and there was silence on the other end of the line. I went in circles with her for a bit and finally asked her if there's someone that can tell me why I've gone through so much crap in the past few days. She finally agreed to talk to a manager and put me on hold. The manager came on and was actually really good. Turns out that their computer system isn't directly linked to FedEX so it doesn't tell them that they can't deliver to certain Zip codes on Saturdays and that this is the first time they've run into this problem so they didn't know it existed. They're going to make a policy change (I'll believe it when I see it) in that regard. I told him while they're updating the policy book they should put in there that employees should never, never, never, NEVER, EVER use the bank being too large as an excuse for some lacking area. haha, I think I'm funny. He's looking into the other buffoons I spoke to through this whole ordeal and 'coaching' them on the policy book. That's right, bitches. Then to express Bank of America's remorse, they're sending me a $50 gift card, and they're even sending it to Alaska without any problems! It's really a shame you have to be a big jerk in this world to get through to large companies. Oh, one more thing, I recorded the last few times I've called Bank of America. I'll consider posting one of them at some point to show how stupid they are and what a giant jerk I am when I get the run around and get pissed. Stupid big companies.