Consumer complaint received 2023-09-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
Tuesday, XX/XX/XXXX To Whom It May Concern : I made a phone call inquiring if I used my Customized Cash Rewards Visa Signature card about making a future purchase with a previous balance transfer. This employee told me as long as I make a payment before the next billing cycle there would be no interest. The payments are first applied to the purchased with interest then the balance transfer. 

I keep track of my bills and pay my credit card bi-weekly every 2 weeks. Yesterday I noticed my account was {$42.00} higher that It should have been. 

I called and spoke with a Bank of America employee well before XX/XX/XXXX which is the transaction date and posted date was for Purchase in amount of {$5400.00} ; posting date was XX/XX/XXXX. I never would have used this card if I knew what was going to happen. 

After learning of this interest charge I made phone calls yesterday XX/XX/XXXX I never would have used this card for a purchase. I complained last night and ended up getting a supervisor who advised me that they would review this and in less than 12 hours I get an email stating the request was declined. I called today and spoke with XXXX more agents. There first could only help me in getting the information to file a complaint and the second guy XXXX who works with card cancellations tried to help but it had already been through a review. He did make the remark that I could use the rewards from my credit card to pay for the accrued interest, that came off as DISRESPECTFUL. I can use my reward balance to pay for the interest. I told him the fact is I was LIED TO by one of your employees. I told the representative last night pulled the recorded telephone call since as a customer we are told all phone calls and monitored and recorded which will tell what I was told. 

I dont know why Bank of America Credit Card Services wont honor that your company made an error and instead of resolving the issue of issuing a refund you basically XXXX over the customer me and in the meantime either follow through with the structural counseling or have that persons supervisor advise that employee that you told a long time Bank of America customer a lie. 

No if I blatantly made the charge and found out interest accrued, now that would be on me the customer ; but that is not the case. I only made the charge because I called before I made the purchase and was given specific instructions that as long as I paid the amount before the next billing cycle there would be no interest. XX/XX/XXXX XX/XX/XXXX I made a total of {$5400.00} and Payments and Credits were - {$7100.00}. As you see clearly more than the amount charges. Even paying the minimum payment of {$94.00} still left {$7100.00}. 

This has been a waist of time having to call BOA, write this letter out, being lied to which makes your company untruthful. Ive been a Bank of America Customer for a long time. I hope you can resolve this issue as I can not trust this bank and dont feel like giving you the credit card company any more of my business and then I will eventually shut down my accounts with the bank. I could have used any other card and I did not. I am requesting the recorded phone call since there is suppose to be documentation of all phone calls. Its {$42.00} over clearly a misunderstanding that an associate of Bank of America told me incorrect information and me as the customer feels like I was screwed over. The most important thing is not being honest and telling me by email oh we denied your claim and I have no idea what was done.

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