I recently closed my savings account at Bank of America and here’s my story:
(I walk up to the teller desk at a Bank of America Branch)
Me: Hi, I’d like to close my savings account. (I hand the teller a piece of paper with my account #)
Teller: Ok, are there any reasons why you are closing your account?
Me: I found a better rate at another bank.
Teller: Ok. Would you like a cashier’s check?
Me: Yes.
Teller: (Types for a minute on her computer.)
Teller: Ok, Susan (not the other teller’s name, can’t remember) will handle your cashier’s check.
Me: Ok. (I move over to the other teller’s desk)
Teller #2: Ok, is this how you spell your name? (Turns her monitor to face me and points to my name. Meanwhile I have not given them any info other than an account # on a piece of paper.)
Me: Yep.
Teller #2: (Prints out cashier’s check for many thousands of dollars and hands it to me). Here you go. Is there anything else I can help you with?
Me: Yeah, do you guys normally check for ID when closing accounts and giving someone X thousand dollars?
Teller #2: Yeah, we do.
Me: Well, no one asked for my ID or anything.
(Entire staff at the bank stop and stare at me)
Teller #2: Oh.
Me: Do you want to see my ID?
Teller #2: Umm, I guess so.
Me: (I show her my driver’s license with my old (wrong) address)
Teller #2: Ok!
Being surprised and scared at the lack of security, I emailed Bank of America:
Hi, I recently closed my savings account and I’m scared at the level of security at one of your branches.
I went to your branch at 2027 Camden Ave San Jose, CA. The only thing I showed the teller was a piece of paper with my account number. I then proceeded to close my account and get a cashier’s check for $X. During the entire process I was never asked for ID, name, address, birthday, SSN# or anything else. After I received the check, I asked if the teller if they normally ask for ID when making withdrawals. She said yes. I then told her that no one had asked me for ID. She was surprised, but did not ask me for ID. I did show her my driver’s license at my request.
I’m really surprised how easy it was to take out $X without any ID. I hope new safeguards are put in place and employees are educated.
Thank you,
Ryan Doherty
Bank of America’s reply:
Dear Ryan Doherty,
Thank you for your message dated 4/4/08 regarding your recent banking
center experience. We will be happy to review your inquiry.Please note that for security reasons, customers are verified
appropriately when transactions are initiated on an account when
necessary, such as closing your account. However, we are unable to
verify the circumstances you have described through the e-mail channel.We recommend that you speak with the banking center manager to resolve
the problem or you may call us directly at 1.800.622.8731.If you wish to provide a written complaint, we ask that you please
submit your concerns to us in writing to the following address:Bank of America
Customer Solutions
PO Box 513609
Los Angeles CA 90051
I’m surprised at the lack of iniative Bank of America has taken on this. And I’m surprised at the lack of security at the branch I closed my account at. I’m not 100% sure, but I think the bank manager was standing next to the teller when I mentioned I had not shown any ID.
This proves that no matter how awesome your technology is or big a company is, all it takes is one forgetfull person to bypass all security.
