Brent Reynolds
Colorado Springs,#2UPDATE Employee
Tue, October 12, 2004
Nicki, I am a manager with Fleet Credit Card Services and I, also, would like to thank you for bringing this to our attention. I am very sorry about your previous experiences with our company and I assure you that it is our goal to provide outstanding customer service, every time. Currently BofA does not have access to our accounts (our systems have not completely merged), but I would like to help in anyway possible. Of course, I don't have access to your information without proper verification. Therefore, if you could contact me directly, I would be happy to re-review your account, to see if we could reach a resolution that will meet or even exceed your expectations. Thanks, for the feedback! CS & Support Team Manager
Nicole
Omaha,#3Author of original report
Fri, July 16, 2004
Thank you, Debbie, for your interest in my credit card woes with Fleet. I am very happy to know there are employees with Bank of America that care about what happens to clients--B of A actually keeps sending me offers for financing for law school....I may even look into them now!! The suggestions you made above about keeping a cushion amount available on your credit card were excercised, but I simply was unaware of the exact amount of finance charges--they were not comparable each month. Also, I check my credit every 6 months-it has not changed in four years. I don't know what happened, but I will definitely call when the merger is finished. Otherwise, a law loan with APR's of 7% or lower MAY be an option.... I have quite good credit for my age. Thank again--you've left a lasting impression (a good one)!
Debbie
Phoenix,#4UPDATE Employee
Thu, July 15, 2004
I was quick to respond in the name of Bank of America, when actually Nicki's concern is in regards to Fleet-Boston card services. Fleet is still in the process of merging with Bank of America. In this case, I would like make a general statement about increased APR once again. I would like to make future customers aware of the reasons why credit cards have overlimit fees and increased APRs. Mainly this is for the protection of the bank itself of course and most all banks and individual credit cards will do this. They periodically run a credit history report on the individual and if their score drops under a certain limit then they'll receive a letter of notification. This letter states simply that the customer may opt-out of their new terms and disclosures/APR. If they don't, then their APR increases. Fleet did it and so does Bank of America. I strongly urge customers to read any letter that might be attached to their credit card statement. ALWAYS READ YOUR TERMS AND DISCLOSURES TOO! I am not sure what Fleet's policies were in regards to negotiations about APR's, but with Bank of America, we're able to bring our customer's APR back down to what it used to be if the credit score meets a certain score requirement. As for the issue about overlimit fees, I would like to address that briefly because that is pretty much cut and dry. Late payment fees and/or finance charges can bring a customer over their limit. I always advise my customers who call in to always leave some room for their finance/interest charges if they happen to be close to their credit limit, and of course always make your payment on time because if you're late one day past your due date then their is no grace period and that fee will hit. Your grace period is basically your "cycle" date to your "due" date. As for Nicki, I want to thank you for bringing this issue up and I strongly urge that you try to negotiate your APR with Bank of America once the merger is complete between Fleet and B of A. The expected completion of the merger will be in Sept. - Oct. 2004. Bank of America is an excellent company to work for as an employee and I am a customer myself. They are wonderful people.
Debbie
Phoenix,#5UPDATE Employee
Wed, July 14, 2004
Hi, I am an employee of Bank of America credit card services and I ran across this complaint on the web and was concerned for our customer. Most of the time, what happens is the customer will sign up for a credit card with B of A, never reading the terms and conditions. I don't really blame them because it's a bunch of small print and seems like a waste of time, but that is where the crucial information is when it comes to such things as increased APR for example. I'd like to sincerely apologize on behalf of Bank of America for the reason that we weren't able to resolve this issue amicably over the phone. Our goals for Bank of America are bottom line goals in interest of our customers. The "customer is the bottom line" and this is our new approach within the bank. This is a fairly new approach and has proven to be ultimately satisfying to the customer, as well as everyone who is working for the bank. I would strongly recommend that she call me directly if need be to resolve this issue and we'd make every attempt to take care of her situation. Thank you! Debbie Flynn - Bank of America Card Services
Debbie
Phoenix,#6UPDATE Employee
Wed, July 14, 2004
Hi, I am an employee of Bank of America credit card services and I ran across this complaint on the web and was concerned for our customer. Most of the time, what happens is the customer will sign up for a credit card with B of A, never reading the terms and conditions. I don't really blame them because it's a bunch of small print and seems like a waste of time, but that is where the crucial information is when it comes to such things as increased APR for example. I'd like to sincerely apologize on behalf of Bank of America for the reason that we weren't able to resolve this issue amicably over the phone. Our goals for Bank of America are bottom line goals in interest of our customers. The "customer is the bottom line" and this is our new approach within the bank. This is a fairly new approach and has proven to be ultimately satisfying to the customer, as well as everyone who is working for the bank. I would strongly recommend that she call me directly if need be to resolve this issue and we'd make every attempt to take care of her situation. Thank you! Debbie Flynn - Bank of America Card Services
Debbie
Phoenix,#7UPDATE Employee
Wed, July 14, 2004
Hi, I am an employee of Bank of America credit card services and I ran across this complaint on the web and was concerned for our customer. Most of the time, what happens is the customer will sign up for a credit card with B of A, never reading the terms and conditions. I don't really blame them because it's a bunch of small print and seems like a waste of time, but that is where the crucial information is when it comes to such things as increased APR for example. I'd like to sincerely apologize on behalf of Bank of America for the reason that we weren't able to resolve this issue amicably over the phone. Our goals for Bank of America are bottom line goals in interest of our customers. The "customer is the bottom line" and this is our new approach within the bank. This is a fairly new approach and has proven to be ultimately satisfying to the customer, as well as everyone who is working for the bank. I would strongly recommend that she call me directly if need be to resolve this issue and we'd make every attempt to take care of her situation. Thank you! Debbie Flynn - Bank of America Card Services