
I drove from 1:30 p.m. until 7:30 p.m. to come back to the Bank of America to “activate” the credit card that I signed up for on June 13th. I tried activating the card—which did not arrive by snail mail for a week— from my home in East Moline, but the bot at the special activation number immediately asked me what account I was calling about. This is confusing, since I was calling about a card, not an account. It was imperative that the card be connected to my personal BoA account, so I did not incur late fees when I move among three addresses. I initially typed in the account that the card would be paid from. The bot informed me that it could not find the account and hung up on me.
I tried a second time, this time using the number on the card, alone.
The bot, once again, tried to verify me by sending a code (known as an ADF) to my land line—again. This was what I hoped we had fixed on June 13th, but I was told that it would take SIX WEEKS to fix, so sending me the new credit card and then trying to send “verification codes” to me at a land line a mere week after I went in, in person, to fix this, was a futile doomed move. Once again, the bot attempted to send the code to my land line. (Six weeks had not passed.)
I finally wrote a snail mail account of my unsuccessful attempts to activate this new BoA credit card. I mailed the account to Felipe at the BOA on Roosevelt Road and Canal Street in Chicago. I also made an appointment, in conversation with a HUMAN BEING, to go in in person at 2 p.. today, July 15th.,
APPOINTMENT #2

When I entered the bank, no one “greets” you. You just mill around or get in line. The line for the cashier at the cage was three people deep. I got in it and stood there about 20 minutes. The Black guy in front of me seemed to be talking to himself in some African language, via ear buds. (I thought he was mumbling to himself, at first, like homeless people do.) The woman behind me was speaking Chinese to a companion. I was just standing there and hoping, at age 81, that I wouldn’t have to stand in line too long. I have cancer, Type II diabetes, fibromyalgia, asthma and various lesser ailments. I passed out 4 times recently due to the heat, including Grant Park during the Gold Coast Art Show and Opening Night of SXSW inside the Paramount Theater. It was 97 degrees outside, (although very cool inside) and I now had driven to Chicago twice, 15 hours of driving, to “fix” these issues.
Finally, it was my turn.
I told the cashier that I had a 2 p.m. appointment—hopefully with Felipe, who knew the entire story and met with me on June 13th. Someone named Valentina Bullocks (last name sounded like Bullocks, anyway, which seemed appropriate), while consulting a clipboard, said she had no record of an appointment for me. [I made the appointment with a human being on the phone and it took forever, as does anything involving calling the bank and waiting for a “live” person. My son related waiting 2 hours, recently, to dispute a bank charge.]
We ended up in the very same office that Felipe and I had used, after I explained that now the Big Problem was activating a credit card, which shouldn’t be that big a deal. She agreed.
Valentina had truly long pink fingernails—-Barbra Streisand length. I complimented her on them, but wondered how she managed to use them to text on small phones. We chatted.
Another good question is—since this “verification” problem was going to arrive and again require verification, apparently….why didn’t someone who works at the bank figure out that I was being set up, again, for hours of frustration? It feels so much like the decisions the Trump Administration makes where sufficient planning and forethought do not go into actions taken. Someone should have suggested that I NOT get this great new credit card until six weeks elapsed, since now I was right back in
Verification Hell.
SECOND BAD DECISION
For that matter, the physical card, itself, is a bad choice. It looks exactly like the regular red debit cards from BoA, except for printing being vertical on one and horizontal on the other—a dubious executive decision. The average elementary school teacher could point out that this would prove confusing for both old people, dumb people and people who assumed that the card would at least be a different color. My enthusiasm for the hunky-dory new card was quickly ebbing.
SUGGESTIONS
So far, there are six things that BoA should take note and try to correct:
1) Make your debit card different in color and appearance from your credit card. The horizontal/vertical thing isn’t enough of a difference.
2) Do a better job on directions on the activation line. Asking the customer “which account” if all that is wanted is for the customer to type in the credit card number is confusing. Reconsider the recorded instructions.
3) If you are having a bot send “verification codes” to a land line and the customer goes in, in person, twice, driving fifteen hours to get to the closest BoA, don’t then send the customer anything that will need to be “verified” before you have fixed the original verification problem (i.e., the change of the cell phone number from the land line number.) I was told that the number wouldn’t be “fixed” for 42 days. It actually can be done manually much sooner, as the Pope found out. But, as also noted, I’m not the Pope. Being a 37-year customer (*which Jennifer credited me with when she came on the phone) didn’t count for much.WHATEVER HAPPENED TO CUSTOMER SERVICE?
[*I actually wonder if Jennifer was right. Could the BoA have made another mistake? My own time-table of when I started with BoA only goes back to 2003, when I closed on my Chicago condo, but I’ll take her word for the length of time I’ve been a loyal customer, which makes this story worse.]
4) Why is there no Bank of America physical bank in the Quad Cities of Iowa/Illinois? We have 385,000 residents. Why is the closest bank a 7-hour round-trip away?
5) WHY DOES IT TAKE 42 DAYS TO SIMPLY CHANGE A WRONG PHONE NUMBER? Isn’t the point of automation to speed things up? Yet the Pope had to lobby for a manual change of his information, to speed things up (and threaten to take his business elsewhere), so are people actually better at this than bots?
6) I was CEO of two businesses. I made a vow that a live human being would always answer the phone. It probably isn’t a coincidence that the Bettendorf Chamber of Commerce once named us Best Business of the Year. (Sylvan Learning Center #3301 and Prometric Testing Center.) Answer your phones in under two hours—and I don’t mean using a bot.
RESUMING THE STORY
Valentina asked me to open my accounts on my two devices (phone and Ipad), and that went well. I opened the personal account on my Ipad and she suggested we call the very same phone number that Felipe had previously told me to call: 800– 276-9939. I was on hold for well over 30 minutes, waiting for a “real live” person to help us. I would ultimately spend two hours in the bank and closer to an hour waiting for the phone agent.
JENNIFER
While Valentina left for long periods with my new card, leaving me alone in a freezing office while she dealt with ADF codes, Jennifer (who finally came on the line after the better part of an hour) sounded like a mature agent. Jennifer had a sense of humor. All of us were polite and frustrated by modern technology, which has made banking much harder rather than much simpler.
Jennifer, Valentina, and Felipe were polite, as was I. They were employees attempting to work within a system that is flawed Big Time. Such things as picking unnecessarily confusing credit cards (the red vertical/red horizontal thing), not being able to change a phone number in less than 6 weeks, making verification into an endurance test, making the wait time on the phone to get a “live” person run hours, represent huge steps backwards from the banking days of my youth and adulthood. The use of bots is a disaster of the first magnitude, somewhat akin to driverless cars that drive right into flooded streets.
America has to do better. It is getting worse with each passing year. PLEASE FIX THIS STUFF. Give us back the English-speaking live human beings, get the time frame to “fix” the phone numbers down to under 42 days, use some common sense. Somebody should have vetoed the identical card idea along with the idea of getting automated bots that simply hang up on you. And would it kill you to greet your customers and maybe say “good bye” to them rather than simply walking off and leaving them waiting in an office, wondering if the employee was planning on coming back at all?
VERIFICATION, AGAIN

Jennifer (the agent on the phone) was intent on “verifying” me. I certainly understand that it is necessary to “verify” but it shouldn’t take 20 hours of driving and literally hours on the phone. I told Jennifer I was IN THE BANK, in person, and then I handed the phone to Valentina who confirmed this. Jennifer said she would make a note of my presence on the premises, which would be acceptable as “proof” and certainly quicker than waiting around for 42 days to simply get a phone number changed or driving 17 hours with 2 forms of ID.
I was now “verified.” [Woot!] I didn’t even have to surrender my firstborn child or give blood.
I told Jennifer that it had taken me 5 hours to drive from the Quad Cities to Chicago on I-80, longer than usual since 55N is under construction. I have cancer, Type II diabetes, fibromyalgia, and many minor ailments, so driving 14 to 21 hours just to gain access to a bank is not my idea of a good time.
When the hurdles being thrown up could have been anticipated and could be eliminated, you get very frustrated. Is this really the best customer service that one of our largest banks can manage? I’m a longtime customer. The hurdles and obstacles put before me were, for the most part, unnecessary and not problems just because I’m old. They are systemic failings of the bank’s systems.
LOST OR STOLEN
I explained to Jennifer that Valentina and I had been attempting to authenticate my credit card for over an hour.
Jennifer then said that the credit card had been declared lost or stolen.
W-H-A-A-T?
Who declared my card lost or stolen? It did not even reach me until June 20th and today was July 15th, so it had been in my wallet, awaiting help in activating it on this second trip to Chicago. It had not even been a month.Plus I had written to Felipe to tell him of my unsuccessful attempts to activate it, so the bank should have been aware of the situation (if they read their snail mail.) Nobody called or offered to help. A call would have saved me an entire driving trip to Chicago.
I’m guessing that cards put in the mail are declared “lost or stolen” after a certain number of days. Well, I didn’t even GET the card for a week (USPO) and I was supposed to be spending $1,000 in the first 90 days according to this particular credit card’s offer. Not quite a month had passed since I signed up to receive this credit card. It did arrive, but it did not arrive quickly and the cell phone/land line switch had not been implemented. Maybe when Felipe got my snail mail note, he could have called me back to warn me of the time table on declaring a mailed card “lost or stolen” versus the time limit of 6 weeks to make a very simple change of my phone numbers. I would not have had to drive in if the verdict was that the card was not able to be activated (and nobody appeared to care to offer me one when the 6 weeks would be up.)
FINALE

I asked for a scissors and cut the prospective credit card in half and left it there, in pieces. There was no way this was going to turn out well.
I never saw the branch bank manger (Jessica Vallela) nor did anyone wish me well or say good-bye to me as I left. (But, then, nobody greeted me as I entered, either.)
I was polite. Jennifer was polite. FeLipe was polite. Valentina, who had left the desk numerous times for various unspecified reasons, was polite. Then she simply disappeared.
I sat there, alone, in the Felipe office for a while. After a short time, I got up and left, thinking to myself that the good years in this country are definitely behind us when systems like this are the way things “work”(or don’t work) in modern-day America.
End of “Bank of America, Ghostly Tales of Route 66” and Me.”




“Jaws” plays like a brand-new movie after 41 years (1975). Roy Scheider, Robert Shaw and RichardDreyfuss were great. The John Williams score emphasized, again, how vital music is to set the mood of any film. I missed a similar signature theme in “Disclosure Day,” even though it was the Maestro who scored that one, too. The movie is set around the Fourth of July, so, a perfect choice.
If you spent 6 months unable to walk, climbing 120 stairs is not on your bucket list of “things you want to do.” Is it even on the list of “things I am ABLE to do? Well, yes. Although I spent 5 minutes in the elevator (2 trips up and down), I successfully climbed the 28 steps at the end of the movie, none the worse for wear. Initially, I was fearful of dehydration, since I passed out on the Red Carpet opening night of SXSW (2025), but by the time the movie began (8:45 p.m.) it was a balmy evening, perfect in many ways, one of which was being able to see the movie and at least four sets of fireworks simultaneously.






















