Bank of America (with Drive-thru services) Flagler Ave, Key West

The lobby was closed and I’m sure the tellers were doing their best to accommodate BUT they need to come up with a better solution. The drive thru line was backed up and impeded on-coming traffic, evidently the atms weren’t functioning properly where customers weren’t able to deposit money via ATM, I came in to reset my PIN. There was already a line of people waiting at the front door, a lady comes out with a clipboard, informs customers that she is a trainee (which is fine) but I think someone with experience should have accompanied her because I felt she was thrown to the wolves in a situation like this, she had to keep going inside to ask her manager. Despite multiple people telling her that they could NOT deposit funds via ATM, she was adamant that the ATMs do work and that, per management customers (on foot) must stand behind the vehicles in the drive thru lane, again, the drive thru lane is impeding traffic. This is NOT safe! Please come up with a better solution before a customer gets hit by a vehicle. Also, the trainee hands me a dispute business card to call to reset my PIN. I asked her if I can reset my PIN via telephone. She tells me, “Yes, it is all done by phone. This is how I do it all the time.” I call the number and the only option given is to file a dispute. I then call the actual BOA customer service line and the PIN MUST be reset at a local branch. The trainee tells me to come back in 2-3 days or set up an appointment but that she doesn’t know when I can get in. Please come up with a better and safer solution.

They need more people like the guy with glasses. I think his name is Rafael. Best customer service ever!

NOTE that this occured during our "everything is closed" COVID-19 period. Quite possibly, this branch of BOA was affected by this -- but customers would certainly have expected (at the very LEAST) to see some kind of signage about what was going on. We all want our bank to at least meet the most basic of expectations. These expectations include access to our money and our safe deposit boxes during business hours. This bank on Flagler Avenue in Key West does not reliably meet these needs.

This is the worst bank ever the worst customer service. Don't even pick up the phone number for the qliance you have to go 3 hours through the 800 number and hopefully to talk to a person and not an answer machine. Minimum one and a 1/2 hour standing in the line on the drive-through It's like being in hostage by your own bank everyone should close their bank account with Bank of America and just let it go down the history as the worst bank ever.

I was there today without an appointment, they were very busy when I was there. Joanna, Monika and Holly did everything to help me with my case. Thank you so much ladies.

I made an appointment for help with our covid load after being forced to close our business. Had to wait 3 weeks for the appointment and when we finally got to talk to someone about the loan we were told "we dont handle the ppl I dont know anything about it" its unbelievable to me that they have no knowledge or ability to help one of their customers with a government funded guaranteed loan. The representative looked at us like we were stupid for even being there. Worst experience ever. I will be closing my bank of America accounts.

This is a very busy location, but we were fortunate enough to have Lori helping us today. She was so busy, but was still very professional, respectful, and determined to help us get squared away. Customer service at its finest. Thanks Lori!

The employees are nice but this place is way under staffed there is only one teller working both the inside and drive through window and it like this every time i have been here. Very very slow service so if u are planning to this this branch for anything I would give your self 35-45 mins even if your just cashing a check.

I was treated like a dog! I ran there after work with my seven year old waited three cars in line then they closed the window in my face! When I just made it in the door they informed me I was one minute late so they refused to help me deposit rent check. They finally said they would help me when the manager said from now on she's locking the door at 3:45 and then refused to make the deposit. I left crying in front of my daughter. Grotesque women. You should be ashamed of yourself.

Always is long time wait, bank is definitely under stuff. If the bank is open till 4pm, 3.55pm doors are closed, they have time on wall 5min ahead and security closing doors by that time. Happened to me 3 times already. Today he just smiled and showed me time 4pm on wall. Thats absolutly not acceptable. I am customer for 10 yrs and feel like to change a bank. They are under stuff, and after today also rude.