I wish I could give more than five stars to Christian Sailors and Esmerelda Corazon at the Bank of…read moreAmerica branch in Destin.
I walked into this branch while on vacation after spending the better part of three days trying to resolve an extremely stressful wire transfer issue. I had already attempted the wire three separate times, spent hours on the phone, been transferred between multiple departments, and was ultimately told that I needed to go into a physical Bank of America location. What should have been time with my family and friends had instead become an incredibly stressful situation that I desperately needed to resolve.
From the moment I arrived, Christian and Esmerelda treated my problem as though it were their own.
They spent nearly TWO HOURS with me--patiently going through the history, making calls, checking information, and working through every possible reason the transfer was being rejected. We initiated the wire together from the branch, only to have it rejected yet again. Instead of sending me away or telling me to call another department, they kept digging.
Ultimately, we discovered that the problem was not with my account or my attempts to send the money at all. The recipient had provided a name that did not match the legal name associated with her account. After three failed wires and countless hours trying to understand what I was doing wrong, Christian and Esmerelda finally helped identify the actual problem.
But what impressed me most wasn't simply that they solved it.
It was the way they advocated for me.
During a phone conversation involving the recipient and another Bank of America representative, it was suggested that I should spend yet another day of my vacation going back to a bank to continue dealing with the issue. Christian and Esmerelda immediately and professionally made it clear that I had already done everything that had been asked of me, had spent hours at the branch that day, and should not be expected to sacrifice another day of my vacation trying to correct an issue that was not mine.
I cannot adequately explain how much that moment meant to me. After days of frustration, stress, and feeling as though I had to continually prove that I was trying to get this resolved, someone finally understood the situation and advocated on my behalf.
Christian and Esmerelda demonstrated what exceptional customer service actually looks like: patience, professionalism, persistence, empathy, and ownership. They didn't pass me along to someone else. They stayed with the problem until we understood what was happening and had a path to resolution.
I walked into the Destin branch completely overwhelmed. I walked out finally able to breathe and return to my vacation.
Bank of America should be incredibly proud to have Christian Sailors and Esmerelda Corazon representing them. Employees like these are the reason customers remember a branch--and a company.
Christian and Esmerelda, if you see this: thank you. Truly. You helped me far more than you probably realized that day, and I will not forget it. -Jessie A
