Bank of America (with Drive-thru ATM) W Grand Pkwy, Richmond

EDIT: BOA has taken no action to resolve this. We've been surveyed about the banker (Anna) specifically and filed a formal complaint after being encouraged to do so by customer service, yet NO ONE has reached out to us. She is also mentioned in another review as being discriminatory and rude. I wish I could take one star away. I'm positive nothing will be done. Complete trash, BOA. The banker that was supposed to assist my husband and I (Anna) was very rude and unhelpful. I also filed a complaint with BOA through customer service because I've never been treated so poorly. The banker told us she could not help us with a simple account change and did not give us any additional information on how to resolve the issue until I went back a second time after customer service advised me that there was no reason the change couldn't be completed. She made no effort to resolve the matter. Nor did she bother to pick up the phone to get help after I explained that nothing was wrong with our account (as confirmed by CS). She simply said she couldn't help us and left us with the work of solving the problem (which likely was just that she didn't want to help us). Like the other reviews state, the customer service here (not that they have any) is absolutely atrocious. Thank God for both of the phone customer service representatives who assisted me, confirmed that there was no issue with my account, and agreed that I should've been helped in the branch. The banker even tried to send me to another location for help; what sense does that make? She tried to do damage control by asking us to come back later in the week, but I have zero confidence in them. Not sure if I'll keep my account with BOA after this. Deplorable experience for a new customer.

There is always only one teller working no matter what day it is . Lines always extremely long due to this. There is always more then one loan specialists though lol. Classic.

Went thru the ATM line at 7am on 4/17 and someone had shoved their dirty kleenexes into the machine. (See pictures) Totally disgusting. I hope they use the camera and find out who did it.

Been going here for just about six months, this branch has gotten really busy, I'm not sure why when most things can be done on-line or the ATM. I bet it's probably due to non-customers not sure why they just don't go to their own bank or credit union. The new branch manager is very knowledgeable and very helpful.

Horrible branch to make any transactions. Rude receptionist. System is always down. The staff at this place look for reasons to send you to another branch.

Been with Bank of AMERICA forever. This location has never been great. Unfortunately it has continued to go downhill over the years. Their hours of operation benefit nobody. They closed the very slow drive through window service instead of hiring additional help. Theres only one ATM machine outside of the bank and it can be often not working properly. Inside its not uncommon to see only one teller working and a long line. This is a prime location that has been run into the ground by poor management. All the other Bank of America branches within 10 miles are completely different providing good customer service. I just don't understand whats wrong with this location. It just gets worse. Hopefully someone in power will see my review and make this location as good as the others. Update 2/2/19 Well its Saturday night and long line at the ONLY ATM outside at this location and even though I spent 20 minutes reporting this in detail to the people that work on the ATM I see its malfunctioning yet again with pretty much the same problem! Expect the ATM to malfunction during high usage times like weekends and Holidays. This is how its always been and I guess NEVER going to change!

Grace (and her trainee) were simply outstanding. Despite the fact that I made/missed an appointment, I was seen immediately. The two ladies handled everything quickly and efficiently (I had to close/open an account due to fraud). I can honestly say I enjoyed my time at the bank! This is the first time I've actually needed to see a live banker, and I was truly impressed by the experience I had, particularly with such a complex issue.

This is a frustrating location. It's slow enough to not be supported as a busy branch by their corporate office clearly. It's also busy enough to notice this problem. We process all of our payroll through this location and as long as you're going through a teller it's not a big deal. The problem lies with the bankers. Here's an example of my recent visit: I walked in to a man and woman standing in the front. There wasn't much going on in the branch. I asked to retrieve a new ATM card and get my online access fixed. After standing for a few minutes I was welcomed by the banker. He wouldn't focus on what I needed and instead was more concerned about the customers coming in. I left purposely to try to just fix it on my own. This is mainly because he just had to mention more than once how busy they were getting. I'm very sorry that even though I filter all of my business and personal money through your location you feel that this menial task is beneath you. Unfortunately I need to get back into the branch because there's a phone mismatch on my online account. I'm disappointed that your focus has to be on your programs instead of actually helping a customer get something taken care of.

There is no customer service in this location. Usually no one in greetng desk and it dosen't matter if they are busy or not, you have wait.

Bank of America used to be a great and convenient place to bank at. I own a business so using the drive thru was very convenient but they decided to do away with it so now I have to go in and wait, thus is Friday at 1:45 pm and there's only 1 teller... Really? Beginning of the month plus a Friday. I'm taking my business elsewhere like a small bank that believes in customer service.