Consumer complaint received 2019-01-11
Company: BANK OF THE WEST
State: KS
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
I called on XX/XX/XXXX to take advantage of a credit transfer for 0 % interest. The agent said it expired on XX/XX/XXXX and said that was on the check. I told her I didn't have a check but a letter. She then stated that we could go ahead and make that transfer on the phone and it was my understanding that I would be receiving the 0 % interest. I asked when the rate would go to the regular rate and she stated XX/XX/XXXX. I asked if it wasn't paid by then would the interest be retroactive and she said it wouldn't. 

When I received my statement it showed the {$2100.00} that I had transferred was paying an interest rate of 21.24 % vs. the 0 % I had transferred to. My Bank of the West Credit card is XXXX. 

I called on XX/XX/XXXX and they said there was nothing they could do at customer service. I asked for a supervisor and spoke with XXXX ( North Dakota ). He said he would have to listen to the XX/XX/XXXX call and would call me back which was fine. Today, XX/XX/XXXX he called me back and said that the agent didn't specifically say 0 % and therefore he couldn't do anything but he would take the transfer fee of {$83.00} (? ) off. I told him that wasn't the point. Bank of the West is my primary bank in XXXX, Kansas and I trust them and felt that my trust was being betrayed. I shared with him my notes that I had written down of 0 % through to XX/XX/XXXX and why would I ask how long the interest rate was good for if it was just a regular rate. He said he understood but because the agent hadn't specifically stated 0 % there was nothing he could do. I asked to speak with his supervisor and he stated she wasn't there but she would call me but she probably wouldn't be able to do anything. Her name was XXXX. I asked if I could get a copy of the taped phone call and he said that was only for internal use. Again he said he understood what I was saying but couldn't do anything. 

I called back through a different 800 number for a chance of another person possibly listening to the phone call and with common sense would know that I understood it to be 0 %. I talked with XXXX also in XXXX and she said she would review the call as well but she didn't think there was anything she could do. XXXX and XXXX are both supervisors in the same call center. 

I wouldn't have transferred money if I wasn't receiving 0 % which was a great deal. Now I have been hoodwinked when the agent said, " We can go ahead and make that transfer today. '' Instead the transfer was made with me paying a higher interest rate than the card I transferred it from. It didn't make sense to transfer from one credit card to another unless there was a special interest rate proposition. 

I have been treated as if I'm a ignorant person who just didn't understand. I'm very methodical and never would have made this transfer without getting 0 % interest. It's not only the principal of what occurred but in my opinion fraudulent how this transpired. 

I appreciate this being looked into. I still hate that my primary bank is who pulled this on me and if not resolved I definitely will look at pulling my accounts from Bank of the West. 

Thanks, 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