Consumer complaint received 2024-02-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV

Complaint narrative:
I called in on XX/XX/2024 - to report 2 fraudulent charges on XXXX - that totaled less than {$50.00} - in the process they issued a new card etc. The person who handled the fraud charges transferred me to customer service because I have received letters anytime making payments to this credit card via the BOFA app and then BOFA wastes postage and paper sending out letters saying the following : " We're sorry there was a delay in posting your credit card payment ( s ), but we've taken care ofit.

" Unfortunately, the wrong account number was listed on your payment ( s ) for {$52.00}. Don't worry -- we found the correct account number ending in XXXX and applied it for you. Please be sure any future payments have the correct account number to avoid having them returned. This is at least the 4th or 5th time they have sent this letter again wasting time, money and postage. I got the run around from 3 diff reps on the phone today after spending an hour+ on the phone with them I was hung up on by a supervisor named XXXX approx XXXX XXXX XXXX approximately when her responses were hard to understand because she is not a 1st language being english speaker. When I asked her if her first language is English her exact response was Yes my 1st language is spanish. Implying that she clearly doesn't understand english and yet BOFA is employing her to be in a HIGHER supervisorial position and at the point of having a whole hour of time wasted being transferred around by 3 diff people all whom which failed to make notes or case # on this letter about why I keep receiving a letter about an incorrect account number when I only have one and make the payment directly thru the BOFA app choosing the only options it allows, date of payment, and amount to pay etc. last but not least where to send the payment from - at no point what so ever does it let me possibly input an account number for this to happen. So for BOFA to be delaying crediting my payments because of an internal error on their back end and then me calling in patiently waiting for over 30 minutes the first time and no one picked up I called back - got the fraud department and within 5 minutes he picked up and addressed both the charges. Additionally he then transferred me to customer service to some lady who made all sorts of excuses why she couldn't access the account because of flag/restriction placed after he did what he did. I asked for a supervisor after she said she made notes on the account, when I asked her to read the notes back what she said mentioned nothing about the letter or case # reflecting payment being applied incorrectly or anything else essentially not helping at all and then not even documenting what was said multiple times. I asked for a supervisor if not 4 - 5 sep times before getting transferred. I asked how long it would take for that supervisor after not getting transferred the first 1-3 times and was told 2 minutes it wasn't almost 8 minutes later at least it took to get the supervisor on the phone named XXXX -- the lady who transferred me to her says she can not give her last name out- which is also not true. If they choose not to give their last name out that's fine, but they can and saying she CAN NOT would mean she doesn't have the ability to speak her last name to me or anyone. Either way seeing as though I have a family member who worked at BOFA I also know that not to be true, then she said for security purposes - blah blah changing what she had said to begin with - again people that LISTEN to what they are told and then call people out for changing something later on often get frustrated. Never the less after getting put thru to XXXX the " supervisor '' she was extremely unhelpful rude, and then called me XXXX because she can't talk good English at the point of being on hold for an hour and getting no where I did ask her if English was her first language because I couldn't understand words coming out of her mouth the way she pronounced them. I asked her a question that was answered in a fashion that goes to show you that she is not good with communication and got emotional when someone simply asked a question which is absurd. Then called a customer XXXX. How in the heck is it XXXX to ask someone if their first language is the language we are speaking in becomes the problem. I absolutely plan to get my account closed out after getting the disputed transactions taken care of and the credit bureaus affected from this nonsense. BOFA should be absolutely ashamed at the poor level of customer service provided today. I called back after XXXX hung up while I type this complaint and have held now for over 17 minutes and haven't had anyone pick up the phone due to her emotional outbreak and taking offense to her speech problem then turning it around calling me XXXX. This lady is in need of a rude awakening.

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 non-monetary relief