Bank Of America
The Ghost of Refunds Processing

My wife recently received an erroneous duplicate charge on her Visa debit card. The vendor immediately recognised the error, and contacted Bank of America (BoA) customer service on the best way to process a refund—approx value of $900.00 BoA provided a form to fill out and a fax number to which to send the completed form. This was on a Monday.

By Wednesday of that week, the refund was not applied to my wife's account. Furthermore, there was no confirmation that BoA had received the faxed form. She called BoA to inquire about the status. She was informed that refunds processing is handled by a separate BoA division; furthermore, the Customer Service agent literally had no means whatsoever to contact that division to inquire about any status—no point of contact, no phone number, no email, nothing. The only workaround suggested was to re-fax the form, which the vendor graciously did again. However, still no confirmation of whether the fax was properly received, and by Friday the refund was still not applied to the account.

This is far-and-away the most unbearably pathetic and slip-shod customer service I have ever seen, especially from a company of the size and available resources as BoA. Not only do they purport to have this totally 'hands-off' relationship with a division under its own umbrella, but they offer no semblance of recourse with reference to how a customer overcharged by nearly a thousand dollars can expedite getting such a large amount of money back to her. The attitude was simple: 'there's nothing you can do except re-fax the form again'.

My wife has been a BoA account holder for nearly 20 years; it's unbelievable that given this tenure and the amount of money involved, BoA's 'hunched shoulders' attitude was the best they could do. It's no surprise that they are going broke and begging for government help to stay afloat: they really don't care about their everyday clients at all.

Company: Bank Of America
Country: USA
State: Nationwide

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