Consumer complaint received 2018-07-09
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: Other problem

Complaint:
As of XX/XX/XXXX I notice on XXXX XXXX, NC on-going, very recent, and virtually exclusive, highly negative reviews of Bank of America ( BoA ) across many issues, yet XXXX  gives it a B+??? I appreciate the good work of XXXX  but it makes me question how much XXXX cares about the consumer based on this contradiction of customer feedback and the XXXX  rating. Certainly Bank of America has amply demonstrated they DO NOT CARE. I have never talked with such a bunch of uncaring, unhelpful customer service reps. In this last six days of hellstill on-going -- thanks to BoA, I was locked out of my on-line account due to extremely rigid, cast-in-concrete security protocols. Two agents in the fraud department plus their two supervisors led me to believe that there was nothing at all anyone could do, ever, to fix this. All the financial catastrophe of my being unable to access and manage my credit card account fell on deaf ears. This is also now becoming a health issue for me due to the stress. 
I unsuccessfully went through innumerable and many obscure questions to verify my identity -- repeatedly. Doesn't this bank have other ways to torture customers less? How about using two-stage authentication or something more effective? I filed two formal complaints through those two supervisors. No one from BoA has even had the minimal grace to call me. I have been a customer since XXXX and that didn't seem to make the slightest difference. This all started with a fraud alert on my on-line account notifying me that I would be sent another card with a new number. That is when I called and thought it was all resolved late Sunday night when I called again ( in an attempt to use the only and last ditch effort possible, as I was informed by the two supervisors ). This time I actually got XXXX in fraud, who spent the next 45 minutes of strenuous effort to undo this mess. She was the only one who cared, who had the knowledge and who seemed to tune in to the gravity of the situation for me. Hooray for one employee out of many thousands of Bank of America who can be witnessed as skillful and caring. WAIThold the press : I just called again to try to set up autopayment and the whole thing started all over again. The rep was locked out of my account due to security issues. Now I was told to call back in 72 hours to give the system time to sort things out. Ive already done two 48 hour periods and with each of those when I call back and try to undergo the process again I get locked outperhaps its now permanent. 
Also, BoA has the absolute worst on-line banking application. I have to call for help each time I try to do anything substantial there. I have had reps tell me that the bank is aware of the problems with the website and is working on it. Ha!! I'll believe that when XXXX freezes over. Also, the bank 's response to these very specific, detailed and numerous XXXX  complaints is offensive to me. There is no evidence at all that this bank is taking any feedback on board, making any changes, and doing anything to care about customers and customer service. I would put " 0 '' star rating if it were possible. They don't even deserve one star. And I will NEVER recommend this business to anyone ( it only gives me the minimal option of saying " not very likely '' to recommend.

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