Bank of America (with Drive-thru ATM)

"Funds Missing Due to Embezzlement TL;DR: Criminal conviction of responsible parties but funds gone forever. Timeline: 1990s: Opened my account. 2008: Funds stopped adding up correctly. Incident: I visited this Waltham branch with a simple example and a paper trail to find out what was going on: Traveler's Insurance issued a refund of approximately $3,822 and claimed to have confirmation of receipt. BOA claimed it never arrived. Between the two, my money was lost. When I presented the issue to this branch, instead of support, I was told, "We lost YOUR money. How is that OUR problem?" I stated if BOA did not resolve the issue, I would close my account. Their response was simply "OK," and I closed my account. Aftermath: Additional unauthorized withdrawals around the time of closure put my account in the red by thousands. With the account closed, BOA demanded I pay the stolen amount. At the time, I had no means of legal support, so I paid them. Later, discrepancies arose in my local tax payments from my old BOA account. I drove to the Waltham tax collector's office and presented evidence in a similar manner as I did to BOA. Unlike BOA, they immediately supported me, as the issue was clear to them. Resolution: Following the advice from tax office, I tracked down the culprits who had stolen my funds. These individuals were already arrested and have since been convicted of conspiracy, mishandling client funds, etc. Despite proof of criminal convictions and embezzlement, I never recovered a penny of my money from BOA. This is mainly due to repeated excessive delays in responses from BOA which caused time sensitive deadlines to expire. Edit: Be aware that the staff at this branch have changed since my experience. This occurred over many years, and I cannot speak of the current staff. Edit2: Clarity"

"Best customer service I’ve ever received. An attendant was able to assist me right away. The staff was super nice and accommodating. This branch had the best banking experience I’ve ever had."

"I'm giving 5 stars to Nicholas Suyematsu who helped me out tremendously with some tricky auto payment set up and updating emails. He took the time to phone chat to get me through it. Thank You"

"Original review & updated review follows as of 3/2/24: I am a store manager and have to make weekly cash deposits. I have been going to this branch for awhile and due to changes in their hours ended up needing to go to another branch of Bank of America. The other branch made me feel like I was a burden and didn't take time to talk with me. The employees here at Waltham are sincerely kind and try to do their best. They personally greet me and work hard to get what I need. I took off one star because I wish they would open at 9 am on weekdays so I can start going back! Edited review: 3/2/24 I have continued to go to this branch for the past year and service continues to be excellent. All of the tellers and manager treat every individual with respect. I'm adding a star because of the fabulous customer service I received yesterday. We had issues with our bank deposit slips and Nicholas took the time to figure out how to make things work. He and his team stayed after hours to make sure we could get our deposits made. I am impressed by their dedication to making things right for the customer. Keep up the fabulous work!!!"

"Horrible customer service. Arrived 3 minutes after the lobby closed and they were unable to help me with a simple transaction despite being a customer for 25 years. They proceeded to spend more time arguing with me through the glass than it would have taken to help their long time customer (who is now questioning their loyalty). Infuriating"