Bank of America closes some drive-up tellers
10/25/2013, 6 a.m.
Customers of Bank of America are upset about the elimination of drive-up teller service at four South DeKalb branches, which they say has created long waits inside the bank.
Bank of America shuttered its drive-up teller windows at 4960 Flat Shoals Parkway in Decatur over the summer, at 3040 Panola Road in Lithonia and 411 Flat Shoals Ave. in East Atlanta on Oct. 7, and at 1698 Mountain Industrial Blvd. in Stone Mountain on July 1.
Spokesman Matthew Daily said on Oct. 23 that since Sept. 2, the bank has eliminated drive-up tellers where use of service has been on the decline.
“We noticed a drop in the number of customers using the drive-up lanes in some places,” Daily said. “Our research says they’re banking online instead of at certain locations and using mobile apps for their transactions.”
But some customers of the Flat Shoals Parkway branch disagree. They say the service was well-used and that when the bank cut it, it did not increase personnel inside the bank, creating long lines in the lobby.
Dee Dee Murray, who was using the branch’s drive-up ATM on Thursday, said she is very unhappy about the loss of the service.
“I hate it. It’s a big inconvenience to have to go inside to see a teller if I need one.”
Lori Anderson said she goes to the branch several times a week and saw no notification it was eliminating the service.
“We should not have to tolerate poor customer service in our neighborhood,” she said. Anderson, who has been banking at the branch for about three years, said “customers complain daily and nothing has been resolved.”
Daily said that rather than staff drive-up windows for fewer customers, the bank decided to close live teller lanes but left drive-up ATMs in place. He said the service also was eliminated in many locations in metro Atlanta and Georgia and in other states.
“We’ve also closed them in Florida, Tennessee and Texas, and we’re testing the changeover in Connecticut and other parts of the Northeast.” He said signs were posted and leaflets distributed as far back as July.
Anderson said the larger issue is customer service. “They need at least four more tellers at the Flat Shoals Parkway branch and two of them should be posted at the drive-up windows,” she said.