I discovered that our mortgage payment had been received by BofA, but not applied to the payment, which was showing as past due. I say discovered because I stumbled onto the information while looking into a payoff for our auto loan. No one had contacted us 19 days into the event.
I spent more than 45 minutes trying to find a human who could assist with the problem. I ended up with a human who might as well have been automated. After answering the 20 questions, he revealed that he was collections and could not help me. There is NO CUSTOMER SERVICE ON WEEKENDS!!! Really? The people who work in order to pay our debts are typically in need of customer support on weekends.
The problem was that the bank erroneously filed my early payment as a principal payment rather than applying to the next payment (by early, I mean on the 30th rather than the 1st). They charged a late fee and then refused to apply our payment because we had not paid the late fee.
Had there been a person to help me on Saturday, I would have chalked it up to error. After 45 minutes of growing increasingly frustrated, I have joined the ranks of customers who are fed up with BofA.
I am very unhappy and disappointed with the service that I received from the teller, Cecilia and her supervisor today 4/19/14 at 11:15 AM. I have been banking with BoA for many years and I should be entitled with a service that is pleasant, unbiased, non-racial, clear explanation, friendly and happy environment whenever I go to the nearest BOA banking location. Instead, Cecilia was a total opposite of my expectation. She gave me attitude instead of clear explanation to my question. She was not paying attention and she made me think about closing my accounts with BOA. I walked out of the bank disappointed and upset.
Received a statement February, 2014. Called, canceled credit card. More statements, same annual fee, but now with interest charges. Contacted customer service at phone number on statement-on hold 75 minutes, gave up. Chatted on line with Peter. He was unable to help. His supervisor- unable to help. Called again, talked to Ray. He was rude and condescending. He informed me that had I canceled the card on 2/6 instead of 2/16 I would not have been charged. It didn't matter that I closed the account, I still had to pay the fee, and the account is now "past due". He said that I was wrong to think that I could just contact customer service and they would resolve my problem. He also said that it didn't matter who I spoke to within the entire Bank of America Corporation, no one would help me out. This is exactly what transpired, all of it is true and per my experience I would have no further dealings with them in the future and plan to dispute these charges.