you're overestimating the worth of that human- retail banks are generally franchisees, and they have very limited powers. If the problem has to be escalated, you're in the same place as you would be with Paypal, except BoA insiders don't read reddit.
You're with the wrong bank maybe. Once upon a time I overdrew my account by $10 and was charged $35 overdraw fee. My account balance became -$45. Someone sent me $50. I then withdrew another $50, and because the account balance was negative again, I was charged another -$35 and left with -$80. When I found out I was angry, I knew the rules were that if you overdrew your account you have to pay a fee, but it seemed ridiculous that they'd charge me twice when it only ever briefly went over 0 again. So I went to my local branch and asked one of the bank staff about it. They apologised and reversed not just the second overdraw fee but both as well! Quite happy with my bank that day; The rules were there and I knew them but they still refunded all my fees back.
The ability to go into a branch and refuse to leave until something is done is not a silver bullet, but it's something. If you happen to run in to 2 or three other unhappy customers with the same idea, it's even better.
