Since July 29 we have had issues with our online banking. We opened a joint account in addition to my single account and wished to have options in our online bill payments for the joint account. August 4 we still did not have the option and contacted the Centerville Branch, who referred us to the online banking center customer service department. We were told that in 24 hours we would have this issue resolved.
Thinking this was the end of the issue, direct deposits were changed to reflect our bill pay choices. All bills were to be paid from the joint account with the option of doing a payment from the single account if selected. However, the issues were far from resolved. We contacted online services again on August 5.
We were told that we did not use the drop down menu and save (which is incorrect, because we did). We explained that money went into one account thinking bills would be paid from that account and it came from the other account, resulting in charges that should not have been. We were told the problem would be resolved if we sent the date and the charges and the payment amounts.
We sent the information via email (still have a copy). We again went to bill pay online to double check the set up for payment, and again, the payments were made from the opposite account. You could actually look online and see the error. This happened again, and again, and again.
We contacted Bank of America again, and again, and again. Each time we received a generic answer via email or an answer to a question we didn't even ask. To make a long story short, we first contact them on July 29. On August 28 $1135.00 in charges later, numerous NSF and returned payments as a result of these charges, I again attempted to contact the Centerville branch.
I became hysterical because I was always put through to a recording. I phoned the Macon branch, were the individual I talked to was able to see what was going on. She contacted online bill pay customer service while I waited. We received a $175 credit for the single account and a $105 for the joint.
We were then given three different numbers to contact to retrieve the rest of the funds. However, before anyone has even bothered to contact us, it happened yet again! In looking at the bill pay today they still took the money out of the wrong account. This has caused such a financial and emotional hardship on our family.
We have filed a complaint with the Comptroller of the Currency (which is who regulates Bank of America, not FDIC). We have ended up looking at bill pay almost everyday this month trying to guess which account they will pull money from for bill pay. We wonder if this is a standard scheme of Bank of America to collect additional funds. Does our government allow this type of banking practice?
Quit honestly we can not go on another month like this, and we can not wait for weeks on end for someone to call us back from Bank of America to resolve this issue. We have saved a document of every piece of correspondence regarding this matter. I'm prepared to contact whoever we must to stop this madness.
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