Consumer complaint received 2022-02-01
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA
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 customer service

Complaint:
To Whom it May Concern : I hope this message finds you well. Thank you for taking charge of my case and for making me the best part of Bank of America. I am contacting you about my card ending in ( redacted ). I am reaching out about an experience that is less than what Bank of America would want me to have. This is not the first time this has happened to me. It has happened to me quite a few times and previously I brushed it off, but now I want to bring it to your attention for proper addressing. 

On XX/XX/2021, I entered a chat through my online account and spoke with XXXX. I had XXXX questions : lower standard APR, adjustment for a foreign exchange fee, and retention offer that had not yet been posted. The agent assisted me with all my questions. When asking about my standard purchase APR, the agent informed me that my standard purchase APR stands at 14.99 percent. I asked if it could be lowered and they said yes, but I must call customer service. I explained that I am confused, and it should be a simple process. The agent explained that they could not see exactly what it could be lowered to and when a rate is lowered there are a few disclosures that need to be read ; too many for the chat system to allow. I accepted this as a valid response and called customer service. 

Later that day I called customer service, and the hold times were over two hours. I opted for the machine to call me back when a representative became available. Unfortunately, when the machine called back, I was busy and could not take the call. I called back customer service and this time, I was not able to use the call back feature. I held for thirty minutes before reaching an agent. I reached an agent in the billing/card services department. She explained the same thing that XXXX explained, she saw that my account could be lowered, but could not apply the lower rate. 

That agent transferred my call, and I was transferred back to the billing department. Again, I stated my reason for calling was to lower my standard APR. This agent expressed the same that my rate could be lowered but they were not the department to apply it. They transferred me over to advance client solutions. I reached an agent in XXXX, CA. I explained to him the reason for my call, and he put me on hold for about twenty minutes. After being put on hold, he came back and said that my rate could be lowered, but he could not apply it. I explained that advance client solutions is the department that could handle this and I am offended that he is explaining/suggesting otherwise. I explained that I call regularly and always get transferred to advance client solutions for an interest rate reduction and/or retention offers. He said that I need to be patient and he would have to transfer me to a more senior specialist. I said that I did not request a senior specialist and there is no reason to escalate my call. He said based on the status of my account I need to be escalated. 

I was then transferred back to advance client solutions, but this time in XXXX, AZ. I explained that I had been on the phone for over two hours and transferred numerous times for a simple rate reduction. I requested that the rate reduction I was promised to be applied. He put me on hold for about two minutes and told me that I do not qualify for an interest rate reduction at this time. I explained to him the full dialogue that I am explaining to you now. He apologizes but said there is nothing that he can do. I said I appreciate his empathy and explanation, but I do not accept that as my time is valuable. I requested an escalation and supervisor. 

The supervisor came on the line, and I recapped to him the entire situation. He apologized and suggested that I was getting my APR standard rate reduction confused with the retention offer applied to my account of a {$100.00} statement credit when spending {$1500.00} or more. I said I appreciate his perspective, but he is not right, and I am offended that he would suggest that. Moreover, I did not appreciate being told by multiple people that I would be receiving an interest rate deduction and then transferred all around. He said that he would file a report to ensure this does not happen again. I shared that I would be following up with the corporate office to share my insight about the situation.

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