On Friday November 20, 2009, 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2 confirmations but I only had one so naturally when I saw B of A confirmation, I assumed it was for the second payment withdrawn on the 20th.)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 Monies were withdrawn IMMEDIATELY but crediting my account back would be 72 hours????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!

About three months ago my accounts were almost emptied due to fraudulent wire transfers. I had just moved out of state and my wife was to come up weeks after me. She was still in Fl and received letters of fraudulent wires. Not even mentioning that weeks before that Bank of America contacted me saying that they caught fraud on my checking account and that they would close my accounts. Needless to say they closed my checking and left my savings open? Why? So then the wire transfers happened and my wife went to the bank. Four hours later we resolved closing the account and the said after the complaint was filed we would get our money back. In the four hours of my wife being at the bank the lady helping her got up twice and opened her door as to let her out and said I don't know what else to do for you. Then why work there? So we called and filed the complaint and they said we should get our money back in two weeks. Needless to say 3 months later and no money. Now we just get the run around and they say they can't even see anything in their system. What they are doing is wrong. They say their online banking is secure, well we found out when my wife was at the bank the lady helping her was on the phone with someone that said our online banking is where it was started. That doesn't seem too secure to me! Don't let this happen to you, I would never put another penny in this bank! Brian from Port Charlotte, fl

I am a caregiver.My client who is blind and disabled had his account closed by B of A because he wrote a check to himself.He had money in the account and yet they closed it.Also it has been over a month now and B of A refuses to give him his money.My client is on a fixed income and still nothing from B of A. People BEWARE, B of A is a joke and an awful bank.Avoid them at all cost, especially if you are disabled

I am having checking account with Bank of America which is more than a year old. I registered for eStatement. Because of some personal reason, I had to have paper statement for 3 months (June, July, August 2009) and for which I had given more than 25 requests and none of them is finished till today. I had put so many requests by calling their customer care, by online banking, by sending mail from online banking and by contacting them on 24x7 live support. (KMM103749529I58L0KM, KMM105922405I58L0KM, KMM105972979I58L0KM, KMM107414357I58L0KM) is the list of request numbers given by online banking.
Actually I wanted this statement in India and when I asked them whether they send statements to foreign country or not, I got different answers all the time. Even some executive accepted my request to send statements to India and all requests are shown as "Finished". When I asked for status, they told me that they were canceled because the address was outside the country.
Whenever I contact them either by calling or by online chatting, each and every time they put new request. Next day when I again contact them to know the status of the last request, they tell me that there is no such request and ask me to put again a new request.
I am really frustrated by this kind of customer service and would suggest all people to think twice before opening an account in Bank of America because what else we can expect if they can't give simple bank statement.

I recently received a letter indicating that I would be required to purchase flood insurance. FEMA recently updated the flood maps in my area and placed my address in flood zone AE. It was previously in flood zone X50. My problem is, I live in a condo complex and pay Home association fees. I was told by my HOA admin that the master insurance contact does not include flood insurance. It was not required for the association.

Why would one unit need flood insurance, but not all? I am confused.