It's both! BoA is loaded with terrible, horrible attributes.
Sit 'round the fire, children, and let me tell you a story:
I was rewarded with a letter from BoA after paying off my unsecured cauldron loan that not only was the loan was paid in full, they were canceling a lien on my mortgage......?!!?!
Boys & girls...unsecured means I had the loan with no collateral and I had only held my castle's mortgage for two weeks at that point- pretty fast work on their part, considering they only have pig's feet with which to write!
So, I decided I would merely place a friendly call to the customer service village to find out what was going on. Two days and no less than FOURTEEN customer service trolls later, I still did not have an answer. Not surprising, as the completely unhelpful a**holes (a.k.a CUAs) spent a great deal of time transferring me around to the auto loan department, the 'we-only-take-applications-for mortgages-department', various flying monkey 'supervisors' (who were thinly disguised CUAs), the broken broom department, etc.
Now thoroughly irritated, as any Queen would be, I decide to send a message via magical email to BoA. Wow, if telephoning wasn't bad enough, the four CUAs I've contacted can only respond to my request for information via cut-an-paste scripts - the poor people working at BoA aren't even allowed to think for themselves! The final email I receive informs me I need to go to one of their branch offices in the deep, dark woods. As if I don't hate them enough already, I will have to get my slippers-of-silver-cloth dirty!
At this point, I have now reported them to the CT Banking Commission office. I want my grievance on record, recorded by our ogre-scribes.
So, I head to my local BoA branch, in the deep, dark woods. And you know what? It only took the very pleasant young fairy princess I spoke with for 5 whole minutes to inform me that it was all 'just a mistake'....
And if you're all very, very good, I will tell you the end of the story another day....