Bank of America in Queens, NY, customer service: review

By Pablo Diaz · I left BoA after years as a customer. Read the full story →

Bank of America keeps 24 branches in Queens, Queens County, 3rd of the 61 NY cities in this guide, out of 251 statewide. NY consumers have filed 12,190 CFPB complaints against it, 2,465 of them since January 2025. One customer's experience, mine, set beside what the bank measurably looks like in Queens.

Bank of America's footprint in Queens

Bank of America has 24 branches on file with the FDIC in Queens in Queens County. That is 9.6% of the 251 BoA branches across NY, spread over 20 NY counties in total, and it ranks Queens 3rd of the 61 NY cities covered in this guide. They sit across 22 different ZIP codes, so "your" branch and the next-nearest one are not necessarily the same errand.

At 24 locations, in-person service is realistic here: notarisation, cashier's cheques, medallion signature guarantees and disputed-transaction paperwork can all be done locally, and if one branch will not resolve something you can simply walk into another. The same is true just outside Queens: New York City (120 branches), Brooklyn (32 branches), Bronx (11 branches), Staten Island (4 branches); so a refusal here is rarely the end of the in-person route.

Source: FDIC BankFind: Bank of America, N.A. (certificate 3510)

Branch counts are Bank of America locations on file with the FDIC (certificate 3510) under each city label; New York City and its boroughs are counted by FDIC county. Postal city labels do not always match municipal boundaries, so treat a zero as "none on file under this city label".

How long Bank of America has been in Queens

Bank of America's Queens footprint is not all one vintage: the oldest office on file dates to 1905, the newest to 2025, 120 years apart. The early end of that range is inherited banking history at 20502 Linden Blvd (an establishment date follows an office through mergers) rather than Bank of America's own tenure in Queens.

Those branches are spread over ZIP codes 11101, 11103, 11104, 11105 and 11354 and 3 more. Queues, staffing and how much a manager will authorise are not uniform across Queens: 20502 Linden Blvd, 17557 Hillside Ave and 1415 College Point Blvd are separate offices with separate managers, so a refusal at one of them is that counter's answer and not Queens's.

Practically, a Queens footprint assembled between 1905 and 2025 is an uneven one: an office on the books since 1905 at 20502 Linden Blvd and one added in 2025 rarely run to the same layout, staffing or counter service, even under one brand and one sign.

Across Queens's 22 branch ZIP codes, 11354 holds 2, 11432 holds 2, 11101 holds one, 11103 holds one and 11104 holds one, with 17 further ZIP codes holding the rest. 11354 is the one to try first in Queens: 2 offices there means a second counter the same afternoon if the first says no, where the 20 single-branch ZIPs give you one attempt and then a written escalation.

Office by office, the FDIC establishment years in Queens read 1905, 1933, 1957, 1961, 1961, 1962, 1964, 1965, and 16 more. 2016 accounts for 3 of them on its own, an arrival in one transaction, not a build-out.

On the FDIC record in Queens alongside 20502 Linden Blvd: 17557 Hillside Ave, 1415 College Point Blvd and 9116 168th St. Name the street in a complaint: "17557 Hillside Ave" survives being passed between departments in a way "my Queens branch" does not.

Source: FDIC BankFind, branch establishment records (certificate 3510)

Establishment dates are the FDIC's date of record for each banking office. That date follows the office through mergers and acquisitions, so an early date means a bank branch has operated at that address since then, not that Bank of America itself has been there that long.

What I observed (customer service)

In my experience, BoA customer service offered no real solutions. Calls were long, handoffs between departments were common, and rarely did I come away with a clear written outcome I could point to later. I would describe the pattern as friction-absorption rather than problem-solving, the call ends, the underlying issue rarely changes.

In NY, "Managing an account" is the most-reported issue in the CFPB's Bank of America file (1,681 complaints). That is the same category my own experience fell into, which is the honest reason I stopped treating it as bad luck. If a Queens representative cannot resolve your issue, New York State Department of Financial Services (DFS) regulates the bank's conduct in your state and accepts complaints directly.

My full account, written exactly as I would describe it to a friend, is at /my-banking-story.

What NY customers report, and where Queens sits in it

Queens's 24 branches are 9.6% of the 251 Bank of America branches in NY, the 3rd-largest share of the 61 NY cities in this guide. Against that footprint, NY consumers have filed 12,190 CFPB complaints against Bank of America, 4,454 since January 2023, 2,465 since January 2025, or about 49 lifetime filings for every branch the bank runs in the state.

"Checking or savings account" leads the NY file at 2,825, then "Mortgage" at 2,583; the most-reported issue is "Managing an account" at 1,681. None is tagged to Queens (the CFPB records by state), but a filing of your own, with dates and amounts attached, is what turns one account's problem into a pattern.

Whether 24 is a lot depends on what it sits beside: the nearest NY footprints in this guide are Brooklyn with 32 and Bronx with 11.

The file carries no ZIP or city field, so what locates a Queens filing is what you type into it. The Queens branches on the FDIC record are 20502 Linden Blvd, 17557 Hillside Ave, 1415 College Point Blvd and 9116 168th St, and 2 more; name the one you banked at, with its ZIP (11101, 11103, 11104, 11105 and 11354 and 3 more), in the narrative box.

Source: CFPB Consumer Complaint Database: Bank of America (NY filings)

What the public record shows

• CFPB 2023 enforcement order, $250M total , junk fees, withheld credit-card rewards, fake accounts.
• CFPB 2022 enforcement, $225M , botched unemployment-benefits handling.
• CFPB 2014, $727M in relief , deceptive credit-card add-on practices.
• DOJ RMBS settlement (2014), $16.65 billion , at the time the largest civil settlement with a single entity in U.S. history.
• CFPB Consumer Complaint Database, Bank of America , public, searchable, tens of thousands of complaints.
• BBB profile: Bank of America , public ratings + customer reviews.

Escalating from Queens, in order

Each step produces the evidence the next one expects, so the order matters more than the volume. From Queens, with 24 branches to work with, it runs like this:

1. Use a second branch before you escalate anywhere. Queens has 24 branches across Queens County, so if one refuses to resolve something, another is the cheapest next step and costs you nothing but the trip.
2. Get it in writing with the bank first: a secure message is dated and quotable, a phone call is not. Name the office in it (20502 Linden Blvd is the oldest on the FDIC record in Queens); "my branch" is not a reference anyone can look up. No Queens office entered the FDIC record between 1973 and 2005.
3. File with the CFPB at consumerfinance.gov/complaint, free, public, answered on the record, and it joins 12,190 filings already logged from NY.
4. File in parallel with New York State Department of Financial Services (DFS), which supervises banks operating in Queens and carries weight a federal queue does not.
5. Chasing a dormant balance rather than a dispute? Different office: NY Office of the State Comptroller, Unclaimed Funds.

Sources: New York State Department of Financial Services (DFS) · NY Office of the State Comptroller, Unclaimed Funds · CFPB: file a complaint

If your experience has been similar in Queens

1. File a CFPB complaint. consumerfinance.gov/complaint , free, public, and tends to get a response on the record.
2. File a parallel state complaint. New York State Department of Financial Services (DFS), file a consumer complaint , state regulators carry weight in their own jurisdictions.
3. File a BBB complaint. BBB Bank of America profile.
4. Compare alternatives side-by-side. Review Mercury, RHO, Novo, Relay, Bluevine, Brex, and Found on their real public pricing before you move.
5. Open a new account before closing the old one. 60-90-day buffer.
6. Migrate inflows first, outflows second.

All Bank of America review topics for Queens

• Full customer-experience review, Queens, NY
• Rewards program, Queens, NY
• Customer service, Queens, NY
• Fees experience, Queens, NY
• Security and password resets, Queens, NY
• Dispute resolution, Queens, NY
• Business accounts, Queens, NY
• Account closure, Queens, NY

Customer service in other cities

• Customer service, New York City, NY
• Customer service, Brooklyn, NY
• Customer service, Bronx, NY
• Customer service, Staten Island, NY

Other NY cities reviewing Bank of America

• BoA customer experience in New York City, NY, 120 branches
• BoA customer experience in Brooklyn, NY, 32 branches
• BoA customer experience in Bronx, NY, 11 branches
• BoA customer experience in Staten Island, NY, 4 branches
• BoA customer experience in Yonkers, NY, 4 branches
• BoA customer experience in New Rochelle, NY, 1 branch
• Consumer-banking rights in Queens →
• Bank of America fee breakdown for Queens →