On the 14th of August I received notification that my credit line had been reduced to $500. OK, now, I don’t often use that card, but it is important to have it for school, etc. The whole thing started in August last year when I started my checking account with Bank of America. During that transaction, I cancelled three previous BoA credit cards that had accumulated through BoA’s acquisition of previous banks I had credit cards with. None of those cards were in active use. Here’s the trick. They never stop associating those accounts with the original owner of the cards for record-keeping purposes.
So, when I signed on to my online account, two of those cards were showing as active as part of my overall banking portfolio. Now, to make a long story short, I used the current card for overseas travel, and paid it off online. The problem is that I didn’t credit the correct account, which didn’t show up as an option. I figured, if you click a button that says “pay this” it should enable you to pay it. Well it paid one of the “defunct” accounts. I didn’t know anything was wrong until the bank notified me that my payment was delinquent. OK, so in the month between when I paid the wrong account and their credit department squared the deal, I accrued a small amount of interest that was attributed to the correct new card. I didn’t know that because it showed up after the mistake had been corrected. I learned how to stop showing the “defunct” credit accounts from an Online Person.
Well, it is now well into April, all the school bills had been paid, and I threw the bank’s cards and checkbook into the drawer for the summer. In August, I am notified that my credit limit has been reduced and that the account is delinquent. OK, so I mope for 9 days then pay the small sum due. But dang it, it went into the “defunct” account again. So, I call the bank and they tell me to show up at the store. I show up and I am told that they cannot fix the problem, that I must call the Online Banking department. So, the count starts: first call, first person. Visit to the bank, second person (who can’t help me), second person calls Online Banking for me; talk to third person who cannot help me because I am not in front of my computer, and the second person is no longer able to sign in to online banking as a customer any more because of security issues. Third person says good bye. I go home and call fourth person in Online Banking, who starts to analyze my problem. I get disconnected. I call again, and talk to the fifth person who can’t help me, but says I have to talk to Online Bill Pay person. I talk to Online Bill Pay person, person six, who helps me configure the account correctly to delete the remaining vestiges of the “defunct” credit account and add the correct account. Funny that the wrong account is there automatically and the right account has to be added on. The Online Bill Pay person, person six, says she cannot fix the thing that started this problem and directs me to the Credit Card person, number seven. The credit card person patiently listens to my story, and it is with her that I learn the credit accounts never are and cannot be deleted. No one has yet answered me why the ‘defunct, cancelled” accounts automatically show up in Online Banking. But person seven still cannot fix my problem. She points me to the Credit department. Person eight is a “credit analyst.” He actually understands the problem as all the previous individuals did, but can actually do something about it. He fixed the interest accrued in April-August and reset my account to the correct credit line. All is forgiven, all is forgotten. All is well, I am done.
I will make a copy of this and give it to the bank guy, person two, so he can understand how frustrating this is for the customer. I don’t blame any of the persons in the above list. The system is built that way. I’ve spent a total of about 4 hours on this. Enough!
UPDATE!! October 8, 2009
The bank now says that I owe this account $11.51. They’ve screwed it up again. I think I’ll just call in and say this card has been stolen.