Bank of America Complaint - Non-disclosure of customer service
A Bank of America representative refused to cash in my CD, which I had opened before the merger with MBNA. I had had other CDs with MBNA and had found their service to be exemplary; their customer service availability was extensive and I had more than once called to have a CD cashed in after 5 PM or on a Saturday. When it was inconvenient for me to call during the beginning of the 7-day grace period, I had a reasonable expectation that I could call them after regular business hours and make my election, even on the final day of the term. To my dismay, when I called the customer service number on the maturity notice I was told that no one was available to handle my election, and that I would have to visit a local branch of Bank of America. When I did so at the earliest possible opportunity (which ended up being a Saturday morning, one day after my 7-day grace period had expired) I was told by the bank manager that I could not cash my CD and that it had already rolled over. This, she told me, was Federal law. It is extremely inconvenient for me to be without this money for the term of the CD. Moreover, I had had a banking relationship with Bank of America in the past, and had closed my account there because of the mistakes they made. Even if I had wanted to roll over the CD I would have withdrawn the money and deposited it with another bank because I did not want my relationship with Bank of America to continue. No where in the letter which I received when the banks merged was the change in availability of customer service noted, in fact (and I quote here from Bank of America's letter) it said "The basics for how you transact with us stay the same." I now understand that the basics did not include the ability to conduct transactions over the phone after regular business hours. The letter then went on to tout "expanded account benefits". In closing it urged me to call their customer service number Monday through Friday from 8 AM to 8 PM EST and on Saturday from 8 AM to 5 PM for assistance if I had any questions. No where does it say that I could ask all the questions I wanted during those hours, but that I couldn't conduct my banking business.
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