Consumer complaint received 2017-07-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
XXXX XXXX 2017- I Fill out on online credit application for new B of A credit card, with 0 % transfer fee & ask for small amount ( approx ) {$1000.00} transfer at the time. Slightly less than the balance on my old ( XXXX ) credit card. <P/>Approx 3 weeks later ( days before a major national holiday -around XXXX ) I receive my new card in the mail & right after a major holiday, receive on XXXX XXXX an email stating B of A is transferring almost 5K to my old card! ( {$4700.00} ) XXXX, a huge error, an amount almost 3 x my old card limit- which I never authorized. <P/>I call the support number immediately on XXXX XXXX. it says the location is closed. I try again again on the XXXX in the XXXX -asking this payment to be stopped. It has not yet reached my old card ( XXXX ) yet. <P/>BofA customer service agent XXXX XXXX claims, oh -gosh- '' we do n't know what happened '' & " nothing can be done now '' and " you picked up your card " late from the mail ( excuse me ) so " it is your fault this is happening. '' I am told I 'm responsible to contact ( XXXX ) to return the money. <P/>Now I contact XXXX- The XXXX account supervisor/escalator XXXX on XXXX XXXX tells me it is impossible to return funds directly to BofA -1 ) as funds have not yet cleared. 2 ) When funds do clear, the only possible way for money to be returned, is for me to continue to wait for a physical check to be written ( by XXXX ) to me and to then be put by XXXX into the USPS mail ( with an stamp ) and then for me to wait to receive it at my mailbox-sometime in the future-and then to get in a car and physically take it to my local bank to make a deposit in person, that must physically clear again, and then only after- it can be sent back to BofA for a payment. <P/>*Why can not money sent electronically in the 1st place- be sent back? <P/><P/>I call back to try once again in the evening on the XXXX to remedy the situation and to inform them I am really wanting to find a solution here & have contacted federal agencies but would prefer to try solution with a supervisor. XXXX asks me for XXXX account # & legitimately seems to be attempting to seek some solution. She tells me to never do balance transfers online, but to call in person- as they are known for being a faulty process and she has heard of instances where ppls money was sent to the wrong places. Again she says I have to get money the from XXXX -this is the only option. I say ok, but Im going ahead with my BBB and DFR complaints as this is simply not satisfactory. At which point she offers a Manager. I say great! <P/>Then floor manager-XXXX actually tells me point blank I made this almost 5K error myself, typed in that number & it is ABSOLUTELY my fault all this happened & that they have zero 'system errors ' on their part ( actual quote ). Of course there is no copy of my original online application -which I have requested-being provided to me. Just unfounded accusations. At this point, I actually tell XXXX he is absolutely wrong. Seeing no solution offered- I promptly hang up. This is actually the poorest treatment I have ever received. Especially by management. My last cards were pretty awful ( previously I required the BBB and CFPB to achieve solutions for payments cashed, but never credited. <P/>Perhaps this is an actual predatory strategy, to send me a large personal check. Maybe they assume I wont pay it off, but will spend it instead. If so-horrendous practice. <P/><P/>Instead of waiting to see how much more poorly this matter will continue to be handled between these two companies, I am asking this Agency to contact BofA ( and also XXXX ) to immediately clear this issue! Thank you.

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