Consumer complaint received 09/28/2017 about Credit card or prepaid card (General-purpose credit card or charge card) with BANK OF AMERICA, NATIONAL ASSOCIATION (CA).
Issue: Other features, terms, or problems
Sub-issue: Problem with cash advances

Complaint: I have been a card holder of my Bank of America Visa Signature credit card since XX/XX/XXXX. I have never been late on a payment. 

I took advantage of a promotional cash advance on my Bank of America Visa Signature credit card. The promotional end date on this cash advance was XX/XX/XXXX. All balances on this promotion not paid off by the promotional end date would be subject to an interest rate of 21.74 % V ( promotion offer ID # XXXX ). As reflected on my XX/XX/XXXX statement, my balance on this promotion was {$3900.00}. My non promotional balance was {$3600.00}. I called Bank of America customer service prior to paying off this promotion to request guidance on when to make the payment as to avoid the payment going towards my regular balance. The customer service representative informed me to make the payment a day after the promotional end date to avoid the payment going towards the highest interest rate. I did as recommended and made a payment of {$4100.00} on XX/XX/XXXX, the day after the promotional end date. Proof of this payment was evident on my XX/XX/XXXX statement. 

However, Bank of America DID NOT apply this payment to my promotional cash advance but instead used this payment to go toward my non-promotional balance. Because of this oversight I have been charged incorrectly the 21.74 % interest rate on the remaining balance since XX/XX/XXXX. When this oversight was found, I called Bank of America customer service. They informed me that this was a mistake on their end and that they would refund my interest rate charges and place me on a new promotional balance. I was please with this customer service response until a month later, I found out that they never did as they promised! 

I called back to Bank of America on XX/XX/XXXX and spoke with XXXX out of XXXX, TX. He apologized again for the oversight and said that unfortunately, none of the supervisor would take ownership of the issue and that someone would call me back in 24-48 business hours. He specifically stated that XXXX XXXX would call me. I never received a phone call back! 

On XX/XX/XXXX I called back to Bank of America for the third time and spoke with XXXX in Virginia. XXXX also reviewed the information and agreed that their was an oversight. He filled out an " adjustment '' form and provided me with case # XXXX. He stated that this should be addressed by XX/XX/XXXX and that a supervisor would be calling me to review. 

At XXXX ( PST ) XXXX ( no last name provided ) left me a voicemail to call back. I returned the call to the number provided ( general customer service # ) at XXXX ( PST ). I was directed to XXXX in customer service. I informed her that I was returning a call from XXXX. She had to do some research to find out who called me but when she finally found out who it was, XXXX had left for the day. Frustrated, I asked XXXX what the call was in regards to. She read back the notes that XXXX had left on my account and in summary stated that she had reviewed all of my phone calls and found that Bank of America made no oversights and that there was nothing that they could do. 

I asked XXXX if I could be transferred to another supervisor or I was paying off my balance today and will NEVER do business with Bank of America again! She apologized and said that there was nothing more that she could do. 

I said thank you, paid off my remaining balance and will cease to use this company again. I can not believe the customer service I received especially after so many years as a customer. 

As I feel that I was a victim of misinformation and subjected to paying higher interest than I should. Any follow up on behalf of CFPB would be greatly appreciated.

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