On Friday November 20, I went to the internet to pay my Bank of America mortgage payment for November, formerly Countrywide Mortgage. I entered all the correct information and hit the submit button (which you are supposed to hit only once). Well, I did hit “submit” but nothing happened – no confirmation – nothing. I waited and waited. Finally it was apparent to me that something was wrong. So I closed out, checked my account for the deduction – there was none – and then went back and tried over again. Same results. Frustrated, I called Bank of America and told the associate I shouldn’t be charged for over the phone payment since their website wasn’t working. She apologized and stated that with the transfer from Countrywide to Bank of America, they have been experiencing “technical problems” but would be happy to assist me in getting my payment in. This was only the beginning of my problems with B of A.
The next day, I checked my account and lo and behold there were TWO mortgage payments deducted from my account! I only wanted ONE. I never gave instructions to have two deducted from my account. Obviously some error occurred – most likely at the website. So Monday I called, spending 45 minutes before finally reaching the right party to assist me. I was sent to the Payment Research Dept, where I talked to Sharon. After a lengthy discussion, she told me it was approved for reversal and that it would be DEPOSITED BACK INTO MY ACCOUNT WITHIN 72 HOURS. That would make it Thursday, but being a holiday I shouldn’t see it until Friday. Ha, Ha, Ha…. And so begins the string of lies/deception/whatever I was given regarding my money.
On Tuesday November 24, I received another confirmation from Bank of America which I erroneously thought was another payment notification. (I was told on Monday that I should have 2 confirmations but I only had one so naturally when I saw B of A confirmation, I assumed it was for the second payment withdrawn on the 20th.) Now not knowing what is going on, my thinking was oh no, they deducted another payment! What is going on? So I contacted the bank again. I was assured that no further mortgage payments were deducted. I told the associate that this 72 hour business was totally unacceptable. Monies were withdrawn IMMEDIATELY but crediting my account back would be 72 hours??? No no no. The associate then told me that the money goes to the “Federal Reserve” and it is difficult to get the money back and that is why the time frame. Again, I found this unacceptable, but had NO CHOICE.in other words, “tough luck lady”.
On Wednesday, November 25, there was still no money in my account. So I called again & going through tons of hoops and holds, only to have the connection lost during one of the phone “transfers”. By now I was completely agitated so decided to stop in person at a BofA banking center and have a one-on-one assistance. I went to the Massaponex Banking Center in Fredricksburg VA and talked with Doris, who went hoops to assist me. After about 40 minutes, she assured me that I had been approved by the Payment Research Dept and I would see my money in my account either after midnight (Thursday) or first thing on Friday.
Neither Thursday nor Friday gave any results. So around 11:30 am I called Doris and asked her to please, please find out what is going on. She was reluctant and stated why didn’t I just do the calling. (See above). It was somewhere around 3:30 – 4 pm before I heard back from her. Basically she could do nothing and I’d either have to call myself or just wait.
Back to the Payment Research Dept where I finally connected with another associate (she was very nice considering I could hardly talk because I was in complete tears) but now I was told that the bank was short handed all week and my approval just sat there. It would be credited to my account asap as she was putting a “rush” on this. Well, Saturday no money. Monday no money. It is now 10 days from taking my money making it impossible for me to use and left with the feeling I was being given the run around. First thought, oh, it’s the end of the month & hmmmm reports need to be done. Gee, if they did this to say, another 500,000 or even 5,000 people, imagine the amount of money B of A is getting to use!
Well, I created a list of contacts to file a complaint on Bank of America. However, I thought I’d give it one more chance. I called the B of A Center in Central Park, Fredericksburg, VA where I talked to a very nice and understanding manager – Keith. He apologized and agreed that I was treated unjustly. He stated since my Friday conversation was after 2 pm, and that the associate said she’d put a “rush” on it, I should definitely see my money back in my account by Tuesday, December 1 (today).
Guess what! Nothing! It is now 11 days later and I still don’t have my money back. Customer service is ABHORRANT!
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