Complaint / review text:
After signing up and trying to make a mortgage payment to Bank of America on line, I realized they were going to charge an additional fee for using their service!!! So instead of completing the transaction, I cancelled the payment & went to my own bank-US Bank - and added the mortgage payment to Bank of America to the list of free bill pays and submitted the payment which was made the next day. Unfortunately, Bank of America deducted the unauthorized payment and the service charge which caused multiple payments to bounce against my account.
As soon as I realized that B of A had taken the unauthorized payment out of my account, I called the customer service dept to find out how to fix it. The representative told me to make a copy of my online bank statement and fax it to the payment research dept with my loan number and an explanation of my dilemma. That was done immediately hoping to expedite the return of the unauthorized funds. I called the next morning to the payment research dept as the funds weren't redeposited over night as I was lead to believe. The next representataive said that the bank statement wasn't enough proof and that I needed to get my bank to send a letter stating that the funds had been transfered to B of A. So I made the representative call my bank on a conference call and tell them exactly what was needed to get the funds returned. Bank of America had the letter in1/2 an hour. The representative assured me that she would send the info to the payment dept. As soon as she had it and offered that they would get it back into my account 24-36 hrs later. 48 hours later, no funds returned to my account. So I called again to payment research to find out the status of the returned funds. To my dismay, the next representative explained that the first letter, as dictated by the first rep. To my bank agent, was insufficient in the request as it didn't tell them how to deliver the funds. So they just ignored it instead of recalling the bank to get the corrected letter. So now, I'm supposed to get my bank to send another letter stating that the funds are to be returned electronically to my account. I demanded to speak to the dept mamger who didn't offer to call the bank - I had to insist that she call and tell my bank what was needed in the letter to get this return complete. I demaneded that she call me back as soon as she talked to the bank and had the new letter. She did call and said that it would be 24-72 hours before the funds would be returned. I did suggest that she contact the dept head that is in charge of these payments to expidite the refund. She offered that she would do what she could, but couldn't make any promises that it would be done in 24 hrs. I haven't heard from her again yet. But I'm not holding my breath for any quick action by the way things were dealt with so far.