This reminded me, the way I landed at BofA many years ago was when they bought Security Pacific, and ruined it in short order!

I also had almost forgotten the abysmal encounter with BofA Mortgage. They were totally inept. Thank god we had a backup lender lined up.

I have found, at least from my experience that the following two things hold true:

1) Local, or regional banks tend to be more customer oriented.
B) A staff that knows you personally tends to be easier to deal with.

When Suntrust bought out the regional brand that I have my accounts at, I found the level of service went straight into the toilet. I went to another regional bank and they actually wanted my business.

I never carry a large balance with the bank, only around $10k, but I float about $150k through each year. The branch manager always remembers my name and even goes out of his way to help if I have questions or problems.

Different commercial real estate loan, different local bank:

Walked in with five pages of information about an upcoming project. Shook hands with the bank's CEO, and sat down at his desk.

Within 15 minutes, he said he would have all the loan documents drawn up that day, and I could come in the next day to sign.

Try THAT at B of A, Key Bank, Wa Mu, yada yada. Ain't gonna happen.