Below is the letter that I sent to every email contact I could find with Bank of America along with sending it on to the BBB.
On Sunday 05/16 I dropped my ATM card by the ATM. When I realized it was missing about 10-15 minutes later, I went back and the card was not there. So I called 800-848-6090 at 5:49. Unfortunately I do not remember who I talked to, however I specifically remember the gentlemen stating that the card was deactivated and a new one would be mailed out to me. He stated that it would take 7-10 business days to receive the new card. I verified with the man that the old card would no longer work and then went on with the rest of my day.
It is now 06/07 and I have yet to receive my new card. I called 1.800.432.1000 and spoke to a representative by the name of Christine. She stated that there was no record of me calling in May and that the last time I called was back in February. I kept my cool, however the thought of someone being able to use my card even after I called in to cancel it because of the incompetancy of your company made me very livid. I explained that I was upset and would like to speak to a manager. Christine then stated that she would be happy to help me, obviously not understanding the depth of the situation or the simple request to speak to a manager. After explaining my reasons for wanting to speak with a manager, which I feel was self evident, she got her supervisor on the phone. A representative by the name of Josie. Now I'm not sure if she was a real manager or not as I was on hold less than a minute before she came on. Christine stated that she had explained the situation to her manager (in less than a minute? Come on). I then reitterated why I was upset that my card had not been cancelled as originally requested. What happened if someone else used the card? Her response was that I would not be responsible for any unauthorized charges. Well, if someone was using my card for the past two weeks and I made a complaint, I have a fairly good guess that I would be asked why did I not cancel the card. Well, as it turned out. I did. However your records show none of this.
I have requested to transfer my funds from Bank of America to another bank today and once the transaction is completed I will call to cancel the Bank of America account all together. This situation is unacceptable and I have lodged a complaint with the Better Business Bureau along with adding my situation to usacomplaints.com.
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