Bloomberg News
Thursday, November 3, 2011
NEW YORK — Bank of America retail customers are the least satisfied among clients of the biggest U.S. lenders and the most likely to defect to competitors, according to a Harris Interactive poll.
Nine percent of people with Bank of America accounts were "not at all likely" to continue to use the Charlotte, N.C., lender, the survey shows. That is triple the rate of JPMorgan Chase customers and 50 percent more than Wells Fargo.
Bank of America angered some customers when it announced plans to charge $5 a month for debit card use. The bank dropped the fee this week after Chase and Wells Fargo abandoned the tactic. Other new fees, including those for checking accounts, may push clients to credit unions, said Carol Gstalder, an executive vice president at Harris Interactive.
"Our data says that banks absolutely should be worried," Gstalder said ...