Consumer complaint received 2018-04-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: HI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
XX/XX/XXXX - accepted a credit card balance transfer offer from Bank of America ( BOFA ) for {$14000.00} to pay a CC with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 

TO DATE : XXXX has not received the funds ; BOFA has charged our account {$14000.00} plus {$590.00} for a transfer fee. I have spent over 1 hour on each of the following calls to BOFA : XX/XX/XXXX - called BOFA to check on balance transfer transaction was instructed " to wait a few days '' and call back, if needed. 

XX/XX/XXXX - I visited XXXX and confirmed they did not receive balance transfer from BOFA. 

XX/XX/XXXX - called BOFAXXXX to inform XXXX did not receive funds ; Provided XXXX acct info, address and phone number ; I was instructed to " wait a couple days and call back '', " we'll take care of it ''. 

XX/XX/XXXX - called BOFAXXXX, explained same situation ; provided XXXX acct info, address and phone number ; XXXX wrote up a report, confirmation XXXX. XXXX took my personal contact info and said someone was going to return my call. Did not receive a call back. 

XX/XX/XXXX - called BOFAXXXX, explained same situation ; provided XXXX acct info, address, phone number. After nearly an hour on the phone, I requested to speak to a manager ; I was not connected to a manager, but was told by XXXX that " it will take 30 days to release the funds ... call back on XX/XX/XXXX ''. 

XX/XX/XXXX - called BOFA, immediately asked to speak to a manager and was connected to XXXX from Georgia who took my contact info and was going to call me back at XXXX am Hawaii time to conduct a 3-way call with XXXX to confirm that XXXX did not receive the funds. I never received a call back. 

XX/XX/XXXX- called BOFAXXXX from XXXX who " assured '' us that he is in contact with a special team to " escalate the case ''. I requested to speak with a manager and after a long hold, no manager came to the call. XXXX assured me that I would receive a call from the team no later than 5 business days. I provided my personal contact info, but did not receive any call back. 

XX/XX/XXXX- called BOFA. On a 2 hour call, I spoke with XXXX from Calif ; XXXX and XXXX from the fraud dept. During this call, we conducted a 3-way call with XXXX who confirmed they did not receive the funds, acct numbers, addresses and phone numbers were confirmed. It was identified by XXXXBOFA that the transfer was paid to XXXX XXXX, but she transferred us to the fraud dept. Spent majority of the call explaining the situation again, providing acct numbers, addresses, phone numbers. XXXX said the only thing she can do is write up a report. I requested to cancel the entire balance transfer transaction, but she said she could not so that. BOFA manager XXXX XXXX said she would call with resolve by end of day. Did not receive call back.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation