Consumer complaint received 2022-11-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
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:
I opened an account on XX/XX/XXXX informing me that m y credit card was on the way I then received a confirmation email on the XX/XX/XXXX informing me that my balance transfer request was approved and that the transfer would take place between 2-4 business days. 

I received an additional email to inform me that my balance transfer was processed on XX/XX/XXXX falsely informing me that my balance transfer would be completed in 2-4 business days I have since made numerous phone calls to a variety of phone numbers that have been proven to be incorrect numbers. These numbers were called on XX/XX/XXXX Over the course of this time period I have made 4 separate phone calls as evidenced by receiving XXXX different verification codes via text message ( one for each phone call. 

I spoke with XXXX first who asked for the following in order to get into my account : -social security number -date that my account was opened -cell phone number XXXXcorporate association ( via multiple choice ) -property address ( via multiple choice ) -sibling property address ( via multiple choice ) -vehicle color ( via multiple choice ) -I was then asked to hang up and call them back in order to verify the account I then spoke with XXXX who instructed me to provide : -phone number -authorization code -instructed to contact my original debt holder to make sure they could accept an electronic transfer -claimed that my original debt holder does not accept electronic transfers from other banks. This was proven to be false as my original debt holder provided me with a routing number and an account number for Bank of America to send the funds to. 

I then spoke with XXXX who stated that the balance transfer request was sent on the XXXX of XXXX and that it would be 2-4 business days for the transfer to be completed He then claimed that XXXX had processed the transfer. This was easily proven to be false upon looking at my XXXX account balance and observed that the debt was still present on the account. 

I was then told by another Bank of America employee to wait 48 hours while the new balance transfer took place because he put a stop payment to the one I already had out. Its been over a month at that point and I just want my transfer to go throughlike every other bank in the country is able to dobut somehow a bank thats XXXX of the largest in the United States is unable to do. 

On XX/XX/XXXX I spoke with XXXX who then placed me on hold before transferring me to a balance transfer specialist I then spoke with XXXX who stated : -that the balance transfer had been completed ( incorrect according to XXXX account balance that was checked after she made this statement -she then inexplicably attempted to process my balance transfer as a cash advance I then spoke with XXXX who stated : -that she changed the cash advance into a balance transfer -told me that it would take another 2-4 business days for the transfer to go through Between all of these phone calls I was placed on hold for over 2 hours over the course of the 6 phone calls that were made. 

I feel like I am being deceived as the service that they advertised and approved me to receive a balance transfer

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 monetary relief