topic Re: Bank of America Customer Service in Credit Cards

Bank of America Customer Service

discernment — Tue, 09 Oct 2012 20:43:03 GMT

I was approved for a Bank of America Travel Card and it came in the mail just fine -- no problems there. However, after I activated the card and went to enroll in online banking, that is when the problems began. I could not enroll in online banking -- error messages galore!!! SO, I called the customer service telephone number on the back of the card. I explained that I could not enroll in online banking because the only result I got were error messages. After answering A LOT of questions, the CSR said, "oh it looks like you are credit card customer, not a checking/savings customer." I thought that was an odd thing for a CSR to say who I thought was working in the credit card department. Apparently, calling the number on the back of the credit card does NOT necessarily put you through to the credit card department. :smileyindifferent:

Anyway, I was then transferred to the credit card department. I explained everything ALL OVER AGAIN, I had to go through answering ALL their questions yet again -- at this point I was extremely frustrated but, I did not let it show, I continued on politely, keeping a sweet demeanor, in spite of all. The CSR from the credit card department told me "Since you are new customer and we value your business, we want you to have a pleasant experience SO, I am going to shut down your account and create a brand new account for you and I will expedite new cards by Federal Express which you will receive on Monday." I was told this on Friday. Monday came and went and no cards. SO, I called and I was told the original account had been shut down BUT, no new account had been set up and, no new credit cards had been ordered to be expedited through Federal Express. :smileymad:

The CSR I spoke to today did not give me the "since you are a new customer, we value your business, we want you to have a pleasant experience" line -- NO -- the person I spoke with today acted like that was that -- no new account -- no cards, no nothing. I had to ask him if he would not mind to set up a new account and issue new cards. He was like "oh, okay, I thought you didn't want an account."

I had to ask him to expedite the cards, he did not offer to do so -- he didn't offer anything -- he acted like he was upset that he was expected to do some work. In the final windup, hopefully, he did set up a new account. He told me that he would expedite new cards and to expect them through Federal Express on Thursday.

I am not holding my breath. I am wondering if I should contact someone higher up to report my UNPLEASANT experience? Actually, I don't have any idea who to call since calling the number on the back of the credit card they sent me did not yield a credit card specialist, but rather, someone who worked in checking/savings!!! I don't know who to go to, or, whether I should even try! And, what if these new cards also have a glitch that won't allow me to enroll them in online banking? Mercy! I am frustrated with this experience.

What would you do?

Re: Bank of America Customer Service

flowfaster — Tue, 09 Oct 2012 20:49:01 GMT

When I did a PC from the BOA 123 to the Travel Rewards card it took them over 2 months to mail me a card. I had to make 3 phone calls and 1 secure message to get my cards mailed to me. jeez, thank god I had my BOA 123 card that still worked. I feel your pain.

Just reep in the cash back and fly under the radar.

Oh make sure the mail you the one with the EMV chip.

Re: Bank of America Customer Service

migliogiorni — Tue, 09 Oct 2012 23:24:50 GMT

BOA has got some of the worse CS... and they're slow to respond...

Re: Bank of America Customer Service

navigatethis12 — Tue, 09 Oct 2012 23:32:10 GMT

When they shut down a chequing and savings account I had for no reason and tried to charge me for having to "reasearch" the account, I was able to speak with a supervisor and get it refunded. They usually notate that they looked into your account so maybe you can ring back and speak with a supervisor about why the previous representative did not send the cards.

It really amazes me that FIA, which is owned by Bank of America, can give you a cavity with their sweetness. Bank of America is just terrible with customer service though. Maybe their top teir accounts have better service, but deffinitely not for their regular customers.

Re: Bank of America Customer Service

linux007969 — Tue, 09 Oct 2012 23:47:33 GMT

discernment wrote:
I was approved for a Bank of America Travel Card and it came in the mail just fine -- no problems there. However, after I activated the card and went to enroll in online banking, that is when the problems began. I could not enroll in online banking -- error messages galore!!! SO, I called the customer service telephone number on the back of the card. I explained that I could not enroll in online banking because the only result I got were error messages. After answering A LOT of questions, the CSR said, "oh it looks like you are credit card customer, not a checking/savings customer." I thought that was an odd thing for a CSR to say who I thought was working in the credit card department. Apparently, calling the number on the back of the credit card does NOT necessarily put you through to the credit card department. :smileyindifferent:

Anyway, I was then transferred to the credit card department. I explained everything ALL OVER AGAIN, I had to go through answering ALL their questions yet again -- at this point I was extremely frustrated but, I did not let it show, I continued on politely, keeping a sweet demeanor, in spite of all. The CSR from the credit card department told me "Since you are new customer and we value your business, we want you to have a pleasant experience SO, I am going to shut down your account and create a brand new account for you and I will expedite new cards by Federal Express which you will receive on Monday." I was told this on Friday. Monday came and went and no cards. SO, I called and I was told the original account had been shut down BUT, no new account had been set up and, no new credit cards had been ordered to be expedited through Federal Express. :smileymad:

The CSR I spoke to today did not give me the "since you are a new customer, we value your business, we want you to have a pleasant experience" line -- NO -- the person I spoke with today acted like that was that -- no new account -- no cards, no nothing. I had to ask him if he would not mind to set up a new account and issue new cards. He was like "oh, okay, I thought you didn't want an account."

I had to ask him to expedite the cards, he did not offer to do so -- he didn't offer anything -- he acted like he was upset that he was expected to do some work. In the final windup, hopefully, he did set up a new account. He told me that he would expedite new cards and to expect them through Federal Express on Thursday.

I am not holding my breath. I am wondering if I should contact someone higher up to report my UNPLEASANT experience? Actually, I don't have any idea who to call since calling the number on the back of the credit card they sent me did not yield a credit card specialist, but rather, someone who worked in checking/savings!!! I don't know who to go to, or, whether I should even try! And, what if these new cards also have a glitch that won't allow me to enroll them in online banking? Mercy! I am frustrated with this experience.

What would you do?

That's why i do not call the number on the back of my cards I look in the Backdoors Sticky in this forum and get a american that knows what their doing the first time. The people at the Backdoors for Bank of America are so nice and thank you for your business before the cards come in the mail.

Re: Bank of America Customer Service

jsickz32 — Wed, 10 Oct 2012 02:28:26 GMT

all of you must have gotten crappy ass CSR cuz bofa has been awesome with me. today i received thank you for your business letter with an offer to recived a $30 gift card from target, starbucks or best buy if i set up a montly bill payment to any of my CC. :)

Re: Bank of America Customer Service

CruzImperial — Wed, 10 Oct 2012 02:36:42 GMT

discernment wrote:

What would you do?

That seems like a rather odd experience. Coming from Boa, it does not surprise.

To be honest,

I would just flush the card down the toilet.

Put it on youtube.

Enjoy.

Ok, but seriously, I would call again and ask for a supervisor and have them confirm new accounts were opened and new shinny plastic in on my way. Would Bofa they get their story straight or would you have to take out the papers and the trash?

Re: Bank of America Customer Service

navigatethis12 — Wed, 10 Oct 2012 02:44:34 GMT

jsickz32 wrote:
all of you must have gotten crappy ass CSR cuz bofa has been awesome with me. today i received thank you for your business letter with an offer to recived a $30 gift card from target, starbucks or best buy if i set up a montly bill payment to any of my CC. :)

I got that aswell...two months after the card was closed.

Re: Bank of America Customer Service

linux007969 — Wed, 10 Oct 2012 04:16:04 GMT

I love Bank of America right now cuz there people at their backdoor are exremenly nice and careing compaired to Capital One. Also i did call the number on the back of my BankAmericard one time inquireing about when my annual fee would post and i got a rep that sounded like he was spanish was very nice and told me to expect it to post in 2 weeks and it did just that like he said it would.

So i guess just keep calling till u get someone nice if u got a problem. lol :smileyvery-happy:

Re: Bank of America Customer Service

Cleanmachine — Wed, 10 Oct 2012 13:51:21 GMT

After you activate a new BOA Credit Card it generally takes 1-2 business days to set the account up on the Internet

Re: Bank of America Customer Service

discernment — Wed, 10 Oct 2012 17:09:29 GMT

Cleanmachine wrote:
After you activate a new BOA Credit Card it generally takes 1-2 business days to set the account up on the Internet

Thank you for letting me know about this! If I get the new cards on Thursday, I will wait until Monday to attempt to set up the online banking.

If I do not receive the cards on Thursday, I am going to definitely report this mess to their executive offices.

I notice that my credit report is now reporting that this account is closed because, they say the cards were "lost or stolen"--which, of course, is NOT true but, this whole experience has been such a nightmare, I don't know whether to let that go, or not.

Hopefully, this account will get straightened out soon!

Re: Bank of America Customer Service

resilient — Thu, 18 Oct 2012 03:13:43 GMT

Have you received your new card yet? I'm still waiting for mine, got approved on the 11th...

Re: Bank of America Customer Service

nicholasyud — Thu, 18 Oct 2012 03:29:05 GMT

i had the similar issue......earlier in 2011, i tryna rebuild my credit and apps for one of their cards since i bank with them. they declined me but offer me for secured card with 500 depost i did all that and wait a few days to received my card but after a few days no card no call, no nothing i went to the bank and they told me they cancel my card and everything and on top of that they HP me twice in 3 days .....what a shamed.....

Re: Bank of America Customer Service

jdsteel731 — Thu, 18 Oct 2012 06:15:05 GMT

Haha, I'm sorry to hear your poor experience with their customer service, OP. I PC'd from an old school platinum Bank of America Card (before they brought back Bank Americard) to the Travel Rewards a few weeks ago... still waiting for that card in the mail as well. They originally said it would take 4-8 weeks :smileyindifferent: I don't really get how it could take that long, but we'll see if I get it soon....

Also, maybe someone can help me out with this one. My "Bill Pay" tab on online banking doesn't work (I don't think it's worked since 2009 or so), I've contacted customer support NUMEROUS times and each time, I got bounced around from card services, to Bill Payments, to Tech services, etc. etc. This is the kicker; the last time I called them, they sent me a letter in SNAIL MAIL saying that they were unable to process my request, due to some issue with Bill Pay. I think I threw it away, although now I wish I would have kept it for leverage to let them know all that I've had to go through just to get online bill pay to work with my accounts... :smileysad:

Re: Bank of America Customer Service

Cadillac-XTS — Thu, 18 Oct 2012 08:52:58 GMT

I agree there cs sucks. In my opinion Cap 1 customer service is better then boa. I have yet to understand why there is a number on the back of the card if its not directly to credit card services