Bank of America Credit Cards Reviews

• Prior CFPB Case Number: **

To the Office of Executive Consumer Relations,

I am writing to file a formal complaint regarding Bank of America’s failure to properly resolve a credit card billing dispute and the bank’s ongoing refusal to provide necessary account transparency regarding my missing funds. On May 20th, a transaction for $8,080.00 occurred on my Bank of America credit card ending in **. I subsequently disputed this transaction and was told I would receive a refund. Instead of a refund/credit, the amount of $8,080.00 was added as a charge; which shows on my May billing statement under purchases. I have already spoken with the CFPB department (name: Maria Fe **) Client Advocate, along with ** from the escalation department and several Bank of America representatives; with no resolution.

When I requested confirmation of where these funds were sent, Bank of America personnel (** from the escalation department) refused to provide the name of the financial institution or the last four digits of the account where the credit was supposedly directed. She only provided me with an ACH tracking number of ** and insisted that the refund was sent and the charge was applied back to my account. I’ve already called my banks linked to Bank of America several times (USAA and Truist) and neither showed funds received from their representatives. I then directed ** to locate my account where funds were sent to and check to see if there was an ACH error that showed a return, but it is Bank of America’s responsibility to locate those funds.

By withholding the destination account details and failing to provide an Acquirer Reference Number (ARN) or Terminal Trace Number, Bank of America is actively preventing me from locating my funds. I cannot audit my financial records or verify if the money was erroneously routed to a closed account, an old account, or an entirely incorrect third-party entity.

3. Immediate Credit: If Bank of America cannot provide a valid, verifiable paper trail providing the funds successfully cleared into an account owned by me, I demand that the credit of $8,080.00 be immediately applied directly back to my active Bank of America credit card profile.

Please be advised that a copy of this correspondence, along with all historical call logs, is being forwarded directly to the Office of the Comptroller of the Currency (OCC) and my State Attorney General’s office as an addendum to my existing regulatory tracking. Sincerely,

When I called back on Wednesday, I was told that they were having a problem verifying my identity and in order to do so, I must appear at a branch office, the nearest one being 35 miles away in Asheville. The following day, I drove to Asheville. I spoke with a customer service rep who called the district office. They said the confusion was because there were two applications. I explained what had transpired when I called to apply. Apparently, when she wrote the second policy, she failed to void out the first one. He told me it was straightened out and that I would soon get my card in the mail. He gave me a website where I could check the status of my application.

I checked it every day, and it said "we are checking a few more things and yada yada" I went back to the branch office to try to find out what was going on. All they could tell me was to keep checking the status on the website. Another month goes by. Today I tried to dial customer service, one can't even talk to someone unless one is already a customer. I was finally able to get thru by dialing the new application line. I was able to get an agent who was helpful. She located the right department. I said "Just PLEASE void out my application. If this is how it's going to be with Bank of America, I want NO part of it, Thankyou!" While I was waiting for a determination on this application, I received another offer in the mail from Mastercard for which I could not have qualified because I had a pending application. Bank of America held me up for two months due to shear incompetence.

By the way BOA has the worst customer service record of all the big banks closely followed by Wells Fargo. I am seriously considering closing all of my accounts, my daughter's accounts and my wife's and discontinue usage of my BOA credit card accounts. Please contact me asap to try to save this business. I've been a depositor for 30 years....

When we called to inquire about this, it took an hour to talk to someone who couldn’t address our concerns, we asked for a manager (it was already my husband and I on the call). The manager comes on, claims we are somehow trying to con her. We told her we own the accounts and she can use other methods to verify, she says “I’m going to hang up!! I’m going to hang up." We lose it at that point and tell her not to but she does. I called later that day to explain what had happened and how disappointed and disrespected I was - I don’t think anyone really cared because I never got a follow up response. I would like to know what the status of my fraud claim is but don’t have the strength or endurance to call again, this is close to $900 per my calculation and I’m so sad that my husband and I are so undervalued as customers.

When I called a representative was unable to confirm the account even though I provided from the statement my account number, my social security number, name, date of birth. She said my phone number was not up to date which was true, yet she still was not able to assist. She told me if I travelled to a physical branch of a Bank of America that they could verify the account, and then if I called back within 60 minutes, then she could process the opt-out request.

I travelled to the Bank of America branch downtown where two guys in dark suits that were intimidating worked there. One met me first near the door as if he had a security detail who questioned me about why I had arrived. When I explained, he said to go to the other man who sat behind the counter. He was twirling several rubber bands around his two hands in a nervous manner. When I explained my need, and handed him the paperwork, he said I would have to make an appointment to bring in various documents like birth certificate etc. I said he was crazy and asked if I was in the United States because it did not feel like it.

I offered to cancel my account of 28 years, and he said he could not help with that either. I gave up and left. Finally I was able to call the automated system to update my phone number at which point the automated system finally processed my opt-out request. Whew! A customer of 28 years becomes a rat in a maze. Guess I will call the one person left still working at the Consumer Financial Protection Bureau!