Credit card or prepaid card -- Getting a credit card -- Complaint #5731624
Complaint Overview
Complaint ID: 5731624
Company: Bank Of America, National Association
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-Issue: Problem getting a working replacement card
State: Washington
ZIP Code: 98004
Date Received: 2022-07-03T12:00:00-05:00
Date Sent to Company: 2022-07-03T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
At about XXXX XXXX I noticed I was missing my Bank of America XXXX Merrill Lynch XXXX credit card. I checked the B of A app and noticed XXXX fraudulent charge. I tried to use the Bank of America app to lock my card, and report lost, cancel it, report the charge and get a replacement. But this was nearly impossible to do in the app. I spent so much time trying to XXXX and figure out how to use your all. I looked up the XXXX number for the fraud department. I was waiting and still trying to use the app. The app is needlessly confusing forcing me to use XXXX, a digital assistant, rather than just giving me the options like anyone else. It took me so long to figure it out, the person was able to successfully make ANOTHER purchase for almost {$200.00}. If your app was only easier to use, or phone wait times shorter, I could have blocked the card before that charge occurred. Meanwhile, it took MORE THAN 45 MINUTES to get through to your Fraud department. The person created a claim, refunded the charges, and issued a replacement card. The agent, XXXX, told me the DIRECT line to your Fraud department was XXXX. She told me to call back with the police report number. I called XXXX, the direct line as XXXX told me, and again waited 45+ minutes on hold. A guy comes on the line and says there's nothing he can do. He's not the right department. But wait! This is " the direct line '' to Fraud according to your previous representative...?! I'm again transfered and AGAIN wait on hold. After another agonizing 20+ minutes a woman comes on the line to take some the police report. But wait! Your systems are down for maintenance, and there's nothing she can do. She could take down a note, set a reminder, create a callback. Nothing. So infuriating. I was told this was the direct line, and after all that wait, we can't even get the memos on the case! Ridiculous customer service as always from B of A.
Frequently Asked Questions
What is Complaint #5731624 about?
Complaint #5731624 was filed against Bank Of America, National Association regarding Credit card or prepaid card specifically about Getting a credit card. It was received by the CFPB on 2022-07-03T12:00:00-05:00.
How did Bank Of America, National Association respond to this complaint?
The company responded with: "Closed with monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against Bank Of America, National Association?
Yes, visit the Bank Of America, National Association company profile at readthecomplaint.com/company/bank-of-america-national-association to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.