Consumer complaint received 2016-04-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: KY
Product: Credit card
Issue: Transaction issue

Complaint:
On XXXX/XXXX/XXXX I entered an XXXX at XXXX. XXXX XXXX XXXX, XXXX - So XXXX, XXXX XXXX - MG, XXXX to withdraw a cash advance to pay my rent as I am working and traveling overseas. Bank of America has been notified of my travel since XXXX XXXX. On XXXX/XXXX/XXXX I attempted to receive a cash advance from said XXXX XXXX in the amount of XXXX ( XXXX ) XXXX. On the first attempt, the ATM in question told me the transaction could not be performed at that time. I then tried on a second ATM machine, incorrectly put in my PIN and then cancelled the transaction. On the third attempt, I was able to receive the cash advance for XXXX XXXX at Bank of America 's daily exchange rate of USD ( U.S. dollar ) XXXX. 

I had XXXX transactions for a cash advance in the same amount ( USD XXXX ) post to my account for a total of USD XXXX. XXXX transaction posted with a corresponding ATM fee of USD XXXX. I have since paid both that cash advance, the transaction fee, and any corresponding interest charged on the account. The XXXX transaction posted and was credited back to my account. The XXXX transaction in question, for USD XXXX remains pending on my account since XXXX/XXXX/XXXX. 

I have called Bank of America on two separate occasions to inquire about when this transaction will be " rolled off '' my account. The first time, I was told it would roll off in approximately 5 business days. 

Today, XXXX/XXXX/XXXX, I was told that they 'usually ' roll off within 7-10 business days. I was transferred from Customer Service to the " Authorizations '' section of the Fraud Department. The " authorizations '' employee was unable to remove the pending charge so I requested to speak to a supervisor. That supervisor then transferred me back to Customer Service, remaining on the line. When the Customer Service department told the supervisor that they would need to speak to " Authorizations '' I was again transferred back to the Fraud Department. At which time, the supervisor that was on the line with me abandoned the call and I was 'blind transferred ' back in to her own department, apparently. 

I received only XXXX cash advance on XXXX/XXXX/XXXX in the amount of XXXX XXXX ( USD XXXX ). I would like the pending charge removed in a timely and efficient manner. In all my conversations with all representatives that amount of time has been 10 days at most. I have received no other information on the matter. In my last conversation with a Fraud Department representative I was summarily told that I needed to contact XXXX and get a " removal code. '' I informed the Bank of America representative that they had each individual transaction and that someone at Bank of America should know, definitively, the outcome of each of those transactions or be able to get that information in a timely manner. I was then told that I should do so because " I was the one that chose to do business with XXXX. '' I then informed the the Bank of America representative that there were no branch or ATM locations for Bank of America in XXXX and that if I was not mistaken Bank of America was still obligated to provide me cash advance services as I need them through existing agreement for travel credit card services. I also informed them that I did not know what a " removal code '' was nor did I feel it was my responsibility to contact XXXX of XXXX and involve myself in an arbitration that should have been ( or should be ) addressed between their XXXX parties.

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