On 02/02/2012 I received the notice that I did not pay my January payment for my mortgage account with Bank of America. The payment is setup online with my Citibank account. I called my Citibank and they confirmed that check was sent to Bank of America for that account on 01/09 and cleared by Bank of America on 01/11.
I called to Bank of America back payment research department on 02/07 and opened the ticket.
After several days I got another letter from them that my February payment now is missing. Again, I called my Citibank and they confirmed that February payment was cleared by Bank of America. I called the customer service again and asked what is going on . They told me that they received February payment but January is still missing.
I told them that I ordered check image from my Citibank and will fax it as soon as i will receive it.
I spoke to Cindy Pritcherd and she told me to call her before I will send the fax. Next day I tried to call her and she never called me back. I faxed all proofs that Bank of America cleared my January payment and called to customer service again asking where Cindy is. Some guy named Gabe told me that Cindy is too busy to respond to me. TOO BUSY? They lost my 2000 dollars and did not do any research for couple of weeks until I filed complain with BBB. Only after that they started to do something.
At the end of February nothing was resolved, Bank of America still responded that they are investigating. They screwed MY credit history when THEY lost my payment.
I was really frustrated and finally went to the Bank of America branch to show to the real person my proofs. They were really nice to me inside the branch and called mortgage department. The customer service from mortgage department told that they applied my February payment to January and now claiming that February is missing. I could not believe it how they play with their customer money.
I told them that I will get image check for my January AND February payment with Bank of America stamp that they cashed both my checks and I will go to small claims court because I am tired to be ignored by customer service of Bank of America even when I faxed them all proofs that they lost my payment. The representative told me that she is going to handle this issue and she did.
After three days she called me back and told me that the issue was resolved and all late fees they tried to charge me when THEY lost my payment were waved. They admitted that they lost my payment.
But after they screwed my credit history, they send me a lot of letters threatening with foreclosure – they NEVER DID send any letters with apologies. No calls with apologies either. They do not care about their customers at all. They admitted that they lost my payment but did not even apologies for that. It looks like they do not even have templates for letters with apologies.
They do not care about their customers and that is why I will never be their customer anymore. Whenever I have opportunity I will refinance with better bank. Of course I will tell this story how Bank of America treat their customers anyone I can.