Consumer complaint received 2021-08-13 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
This is for Bank of America XX/XX/XXXX - I spoke with Rep : XXXX ID : XXXX, he was not unpolite or rude, but he did provide suggestions and assure things he should not have. Inaccurate information was given for sure. I told him I wanted to take advantage of the 0 % interest balance transfer until XX/XX/XXXX and I wanted them to make it a direct deposit to my checking account. I told him the amount I needed was around {$9700.00}. He told me that because there is a reversal pending he could not complete the transaction. 

He told me he could request a credit line increase, I asked if this would affect my credit, or if it would create a complication for me. He stated this would go through with no problem. He asked me for the amount and he told me I should ask for a high amount like $ XXXX, they will respond with a " no but we can give you $ x amount ''. I told him that I had requested for an increase previously to my other card and he told me that should not present a problem. He read a disclosure and when it got denied with he submitted it. He just told me a letter would get to me in the next 7 to 10 business days as to why. I complained that he is the one to told me to do it and that it should go through. Then he suggested to transfer credit line from another credit card I had to the one with the offer. 

I asked him if this would create a problem with my credit and he said it should go through since it is my own credit line and it should go through with no problems. He reads the disclosure and sure enough it does not go through. That a letter would get to me with the reasons why. 

At this point I am upset, I asked him why suggest to do things and assure they will go through when they don't? He had not much to say and told me to work with whatever balance I had at the moment, or to call tomorrow to see if the reversal had gone through. I told him I was not happy with the call. 

XX/XX/XXXX Spoke with Rep XXXX. OK Rep. He stated that the cards have a block due to fraud. After talking to Fraud Department he stated he can not do the transfer from my cards, or use my cards for that matter. I asked him to transfer me to a sup and sup not available until 2 days from now. Told him to transfer me to another agent so I can talk to a sup. LOOOOOOOONGGG wait, decided to hang up and try another agent from a different region. Before this I asked for a customer relations agent, he said they did not have such a thing. That it would be transferred back to him. 

Spoke with XXXX XXXX from - XXXX AZ. Great guy good customer service attentive. Gave the name of the agent I talked to on Friday. I also asked to speak to his manager. He came back and told me there are a couple thing that can be done. He was trying to get to the fraud agents and see if my cards could be unblocked. He kept checking back with me to see if I was there and trying to provide updates every few minutes. 

He came back and told me there was an alert due to a minor applying for the credit line increase. He thought it was odd too. He went and escalated the issue and confirmed that it was a credit problem and that a credit analyst could help solve the issue. 

He transferred me to the analyst and she stated that there was nothing that can be done on their end and that the request for information was a must. I told her I had no need for the credit line increase, or the credit line transfer, I JUST WANTED TO TAKE ADVANTAGE OF THE PROMOTION - Keep in mind this is to pay a loan I had and they had a promotion if I paid within a certain amount of time I could same around {$350.00} ( every XXXX counts ) - I asked for a customer relations agent and the credit analyst transferred me to XXXX XXXX. Risk Prevention. Horrible, cold, distant, without any empathy. She was not rude but for someone that deals with customer relations and risk prevention she did not have the attitude for it. She heard my story and then she just said there was nothing that can be done. I asked why XXXX had provided suggestions and assure things that he had no knowledge on and he attitude was like, oh well ... She also threatened me that if I failed to provide the information they were requesting my cards would be close. She said it in a way to stir me up more instead of trying to calm me down. 

I think she was the one that made it worse for me. She showed no sympathy or empathy towards my situation. I have been a customer for 15 years and seriously thinking of ending that. I do not believe this is fair. I don't believe I should suffer due to the lack of training of their employees. And customer relations teams should show more consideration towards their customers. I don't see them complaining when they get my direct transfer every two weeks.

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