Jackie Ramos, Bank Of America Employee, Fired After Helping Customers (VIDEO)

Bank of America fired Jackie Ramos after she took a stand against the bank's $15 "convenience" charges and $39 over-the-limit fees so she could sleep better at night.

"There was something inherently evil about my job," the 23-year-old said in a YouTube video she uploaded on Nov. 27, two days after her termination.

Ramos, of Fairburn, Ga., worked as a "customer advocate," which involved calling people who fall behind on credit card payments and either encouraging them to pay or modifying their accounts. But not all customers qualify for modification programs that will help them, and Ramos grew tired of saying no after six months on the job.

"So I stopped denying people," said Ramos. "I helped people get on programs that they didn't necessarily qualify for but who definitely needed the help."

Bank of America declined to comment on Ramos's video but confirmed her account of the firing.

"Ms. Ramos clearly violated some bank policies, particularly around misrepresenting customer information," said spokesman Tony Allen. "Perhaps more egregious, she encouraged customers to misrepresent their information."

Allen said that as of Oct. 31, Bank of America has modified over one million customer accounts totaling $10 billion in outstanding debt by lowering interest rates or modifying monthly payments. He said the bank expects to modify between 1.2 and 1.5 million consumer and small business credit card accounts in all of 2009.

In an interview with HuffPost, Ramos emphasized that she did not make the video out of any bitterness toward Bank of America, and she said that she does not consider her former employer any worse than other credit card companies -- she's angry about the whole system.

"I feel like there's a real credit problem in this country," she said. "Too many people are complacent... Slavery was also legal at one point in time. It was the law. Now we have 30 percent interest rates, $39 late fees and over-limit fees. I want the laws changed. I want the federal government to protect its people and do what it's supposed to do."

YouTube has been an effective venue for bank customers outraged that an industry kept afloat with taxpayer dollars is raising fees, interest rates and minimum monthly payments. Ann Minch of Red Bluff, Calif. won a reduced interest rate after she declared a "debtors' revolt" in September. Her video spawned imitators such as former Bank of America employee Ben Frasier of Douglas, Ore., who said "Bank of America will stop at nothing to turn an insane profit at your expense."

Personal finance guru Suze Orman hailed the "debtors' revolt" and said banks should take notice.

In her video, Ramos said she'd never forget one customer in particular -- a 24-year-old mother with cancer who'd recently lost her mom and husband but still wanted to pay off a $6,000 debt. The woman didn't qualify for any program that would help her.

"She sobbed on the phone telling me she couldn't afford the 30 percent interest... that we had her account on. She couldn't afford the $39 late fee, the $39 over-limit fee. She told me that we were her first credit card when she turned 18, we were her only credit card, and that she was a loyal customer. And given the time to be on this earth a little while longer she would have always remained a loyal customer.

"According to Bank of America, she doesn't have enough income to be put on a program, but she can however keep paying the high interest rates on the account, and fees, because at the end of the day, it is her account, she did rack up the debt, she was late, and she did deserve the 29.99 percent interest rate."

Ramos lives with her fiance and two-year-old son in Fairburn, Ga.

Here's the video:

Consumerist has a rough transcript.

Comments

[Victoria Mougenot]

06:42 PM on 01/08/2010

B of A is one corporate giant . I noticed that now they have security guards at most of their branches.
The sad thing about being fired and having a woman that is not a lady throw your things in a 2 boxes and humiliate you. Then she turns around and says she'll give you good references. Well the law states that if anyone slanders your character after firning you that you can file suit for deflamation of character.

If I were you I would sue and collect disability while you seek counsel for such an abusive dismissal.
Then open your own accounting business with their money. While furthering your education.

You are already courageous
Victoria

[lynpym]

04:44 PM on 01/08/2010

We can also do less business with these usurers and more with small local community banks, where the folks might actually live in our neighborhoods. Gotta exercise out options.

[lynpym]

04:33 PM on 01/08/2010

The situation with the robber banks is disgraceful. I'm happy people are standing up to them, exercising choices to bank at smaller community institutions, and speaking out.

It's true that, as I heard that President Obama said, he's the only thing standing between the banks and the pitchforks! But actually, the banks are enjoying this power courtesy of the administration and congress. They've benefited from the banks' campaign contributions and are afraid to anger them. All the government is doing is encouraging this mass rip off of the public. I hope someone in Congress is aware of that this is reaching crisis proportions. If consumers can't borrow money and can't afford usury fees, how can we spend to get the economy strong again?

Ms. Ramos, you are brave truly brave. I hope you get a wonderful new position.

[BroMan]

04:22 PM on 01/06/2010

What an angel.

[Victoria Mougenot]

06:44 PM on 01/07/2010

Jackie Ramos, You are brave. I wish you well in your new employment search. I hope you have already had some job offers. Your honesty as reporting on current issues is not an easy task. Especially with the giant of all Banks in Corporate America.
I am angry at Ms. Clark for throwing your food on your belongings. I hope she gets lousy food service in restaurants for her behavior. I am a former waitress of 24 years of food service, and waitress's do stick together.
Report her to State EDD relations.
An education is a bundled package to get your foot in the door of most corporations. Be careful. Look straight into the camera don't read your script.Use a prompter and clues to stay on topic. Don't cut your chance to harvest the film in two segments. Be perfect about everything you do. Do not let competition stir you. The Obama administration is trying to get people off of welfare,and trying to allow for people to make choices, "education." It is education or manual labor. This is an opportunity for you to take this game to the next level. Get a masters degree or Phd. When they dump on you they dump on your son. Fight for your next check sue them for harassment. Continue on the with dignity Be honored that you represented yourself in a manor that shows you respect your family most of all yourself. GBless

[Jayne Stahl]

03:12 PM on 01/06/2010

Jackie Ramos is a profile in courage. Too bad the big banks, and corporate America is more concerned about paying out bonuses than having a heart.

[godless09]

04:29 PM on 01/05/2010

It's young people like Ms. Ramos that give me hope for this country. Good for her, I no longer bank with Bank of America and have switched to a local credit union. I urge everyone to do the same. A smaller local bank would wok as well, I hope that the usery laws are brought back but I fear that is a not going to be the case.

[quedog]

05:51 AM on 01/05/2010

we are all being screwed
buy guns, lots of ammo and go down fighting

Qdog

[lockDown]

12:58 AM on 01/05/2010

Very well articulated. President Obama should watch before bailing out more banks.

[skunky93]

07:16 PM on 01/04/2010

My hubby and I have decided to close our accounts at BoA. We are looking into nearby community banks. It's been a long time coming, I'd say, considering that they leave people who count their every dollar near broke when a real break is needed most.
I wish I could just hoard my money in a secret location instead but I know that I need a checkbook and a routing number for our direct deposit especially since his company won't pay out without an account for them to deposit the money in...ha...go figure.

What gets me though is how much people eat out of the very hands of the people who hurt them most. I mentioned leaving BoA to my best friend and she thought I was crazy. She says its more convenient for her to have atms easily accessible and thought why should it make a difference if she drops them. I'm getting tired of fighting this attitude but if I get tired and quit, then they win, right? So I gotta keep it up and fight...one account at a time.

[godless09]

05:06 PM on 01/05/2010

I'm at a local credit union now and let me tell you I'm glad I made the swtich.

[pissdoffinohio]

07:12 AM on 12/10/2009

i will always be in awe of my husbnd's incredbl foresite to pay off owr $15,000 credit card debt in '07. we have livd wthowt one evr sins, which is HUGE givn owr medicl bills i incur, but i'm horrified to imagine what hell we wood be in now.
sucessfly gettng 5 kids to 18, we are fortunat.

we'r all 2 paycheks away from losing our homes anyway, eh?

[mbaty]

07:32 PM on 12/08/2009

Let the banks go. We've got to stop making excuses for this financial abuse--and that's exactly what it is. It's no different than domestic abuse. We have to stop pretending like it's our fault or that we are in the wrong because we agreed to do business with a bank and get a credit card. Yes, we could have been more dilligent, and we probably could have read the fine print more closely, but when the contract states, "we can charge you whatever we want for any reason," we are dealing with crooks. When they recieve billions of dollars from us to stay solvent at zero percent interest and then charge us 30% interest, we are dealing with crooks.
When they pay their CEO's millions for running the company into the ground but hound us over a couple thousand dollars, we are dealing with the crookedest crooks that ever did crook, and it's time we just stopped supporting them. Kudos to this brave woman.

[Tiggy]

08:34 AM on 12/09/2009

Yeap and the new trend is that banks are raising their fees and interest providing us an "opt out" option which is to pay off your card and cancel it. In a nut, it is their way or the highway. Thanks congress for that bill you passed that was supposed to protect us.

[rhdsma]

05:30 PM on 01/05/2010

About a couple of years ago, I received in the mail from Capital One Bank one of those "convenience" checks in the mail. The contract was if I deposit the check, the interest rate will be 8.99% for life of loan. I thought it was a good deal, obviously too good a deal for Capital One. In August I received one of those junk-mail-looking letters that most people throw out, but in it it said that the interest rate on my account was going up, of course, but if I had a promotional check, or a life of loan product, no need to let them know if I wanted to opt out, bacause the rate change would not apply to my account. In the December billing, they raised my rate to 15.99%, so I called to speak with a "relationship manager". Now, they say, it's too late to opt out. Now they claim I did not have the special account they promoted, and came to me about. I will pursue this, as I do have the old bills on this account. as proof of everything.
Also, it might be best if folks keep getting bills in the mail, on account if you only have online account access, they can change any info they want. You can still be green and get paper bills. At least you get in-hand proof of the account you have and what interest you are paying.
I feel almost had.

[ajax2]

05:47 PM on 12/08/2009

The error was at corporate. Customers should never be able to get through to service until the account is in collections.

[care4mypeeps]

05:28 PM on 12/08/2009

Jackie Ramos is to be commended on her integrity and the care she showed to the customer who was placed in a no win situation by Bank Of America. She will do well in life and will be blessed many times over for her bravery.

[Chip W]

03:49 PM on 12/13/2009

She may or may not do well in the world, but if she sticks to her integrity she'll do well with herself. That counts for a whole lot more, though many don't seem to realize that.

[invest in jobs]

03:39 PM on 12/08/2009

This is further proof that the US government is ineffectual at everything except enabling the plundering of everything we, the American people, work for by the corporate robber barons
good articles; http://financeopinionss.blgospot.com

Government & multi-national corporations like peas in a pod

[LeftCoastLarry]

05:09 PM on 12/08/2009

Government became ineffectual under Republican rule.
We're working to change that.

[rini]

08:32 PM on 01/04/2010

Yup. If you get rid of government you are throwing out the baby with the bath water. If the government is corrupt...fight to change it.

[davidMoore1]

12:36 PM on 12/08/2009

I commend this young lady. Personally, I gave up "Bank of America" more than twenty years ago for their predatory mugging practices. The country would be better off without them.