Consumer complaint received 2020-07-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Confusing or missing disclosures

Complaint:
XX/XX/2020 XXXX My 5 or 6th time calling Bank of America to try and get an emergency cash transfer as I am in need of my funds that have been available since the XXXX. I spent my entire day trying to get a representative to assist me with my transfer request each one none of which sounded very eager to assist me in the first place, I was hung up on by a woman who refused to give me her employee id number or her name so I decided to try calling back one more time for assistance and to mention my previous issue with the other representative. Before I was even able to explain my full situation and request, Im told Bank of America no longer does emergency cash transfers. I wasnt too surprised to given that response seeing as I was told the same thing earlier by another representative ( also super unfriendly ) but upon asking him for more information he went on to tell me that they dont do them when I asked him the same questions Ive asked every other representative he then says well we do but whats nature of your emergency I informed him my phone was about to get shut off and my rent is overdue he tells me most likely I wouldnt get approved for an emergency cash transfer because it wasnt an actual emergency that it has to be dire, a life or death situation. Anyways, after this lady tells me they no longer do the emergency transfers I asked her I read on their and Edd website that you guys still do, she said they just recently stopped doing them. I asked her when they stopped doing them and this is when she started to get more and more aggressive tone with me giving the impression I was annoying her. She said she didnt know exactly but she thinks sometime last week I asked her kindly if she could please give me more information about the emergency transfers she rudely responds with the information is that there is no more emergency transfers I said okay well Im just curious because your website and the edd website seem to be updated pretty often why hasnt it been updated and she tells me they dont need to update any of their policies and they dont have to explain to me anything. I was pretty shocked how rudely she kept speaking to me and I asked her to speak with a supervisor she tells me there isnt one but that shell have them give me a call back. I asked when and again she said she isnt sure when but theyre going to tell me the same stuff she has said. I believe I asked her then for her employee ID number and her name she gave it to me and then continued to tell me she knows that its all over the internet right now but theres a lot of misinformed people and false information out there I told her it was the information I read on their website and EDD website she interrupts me to explain to me that because of COVID things have been very busy lately and they dont have the time to update the website. I just said ok well I guess even though Im pretty sure Covid hasnt affected the world so much so that we cant find the time to update online information seeing if anything the internet has been the one source who shouldnt have been affected negatively at all from the pandemic i dont see how they couldnt find the time to update their policy. When I finally had enough of her talking to me like I was stupid I asked if she could transfer me to the department where they handle money transfers and she sarcastically tells me they dont have a XXXX XXXX department I said Im aware of that maam I know who Im on the phone with I just couldnt remember the exact of the department. She told me well maam I cant transfer you to just any department and I asked her why not I would like to speak to someone else preferably a different department and she tells me it has to be related to the topic of my call I told her its called either their service Department or emergency cash transfers department whichever the department was that handle the transfers. She told me no maam I cant do that and continues to repeat to me that shell just have her supervisor call me she couldnt tell me when or if they even would and she just said Im not sure maam Ill just have her call you maam. It was by far the most unprofessional Bank of America representative has ever spoke to me and the most unhelpful customer service Ive ever received. I completely understand that theyre probably very overwhelmed with all of the people that have been contacting them especially in regards to the specific request I had but I dont think its okay for her to make me feel as though Im nothing but a burden to her, refused to give me any information regarding the topic because they dont have to or directing me to someone who couldve helped me Or at the very least been kind and helpful. Its been hard times for all of us through out the entire phone call I was not rude once nor did I talk to her the same way she did me but I can assure that she absolutely did stress me out a lot more than I was and now I am sitting her with tears in my eyes, feeling helpless with no idea of when or if Ill even be able to pay my rent and bills. I dont think its right for them to deny me the transfer and tell me that its unavailable now without updating their policies and informing people first. No deadlines, no headsups, now you cant even trust that these huge companies arent updating their policies online or warning anyone solely because they just dont have to? Its not right. 
The representative Im filing this complaint about is : Bank of America customer service agent XXXX and her employee ID number is : XXXX

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