Former Bank of America employee offers inside look at bank's practices

While millions of credit card customers have been through the painful process of negotiating past-due or over-the-limit accounts, few have dealt with their credit company face-to-face. Usually, the conversation is with a customer-service representative in another city who cheerfully outlines the fees and penalties that the cardholder must pay, regardless of whether he or she can afford it.

Jackie Ramos, a former "customer advocate" from the collections department at Bank of America (BAC), posted a video on YouTube in which she offered an inside glimpse into what happens on the other end of the phone. While Ramos notes that her former employer encouraged her to "do the right thing for the customer," she says she soon came to realize that her job was actually to squeeze as much money as possible from the company's cardholders.