Bank of America cancels numerous debit cards

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VISA Debit card emergency replacement program, incompetence and haughty

Recently my Bank of America business VISA debit card was blocked while I was traveling in Europe. They never bothered to call, SMS or email me about it. I found out after several monthly automatic payments failed to process.

Upon calling them, a representative informed me that they detected "fraudulent" activity on my card and blocked it. I did not notice any purchases I did not make on my on-line statement so I asked her to clarify. She could not tell me the specific. Now I think about it, it could have been a breach into one of their affiliate's system. My old card can not be used any more.

Anyway, she directed me to the emergency card replacement program since I was abroad. I spent more than 1 hour online and the new representative told me a card will be issued soon.

I asked both of them if the replacement card will work just as well for off line and online purchases. Both confirmed. Then I was transferred to VISA international's emergency card replacement program.

A VISA representative from the local area where I was staying handled the logisitics. After the weekend, I received my card from UPS Germany.

That's where more problems begun. First, the card was missing a CV2 code on the back. Second, I could not use it to update my payment on any billers's web site (with or without the CV2 requirement). On the card, a sticker said "Please activate your card by making a transaction at an ATM". Unfortunately, it did not work with ANY ATMs around here. So I called the Bank of America customer service. The first representative told me she doesn't know why the CV2 is missing and doesn't know why the card is not working or much about anything else. She said there is absolutely no way she could activate it over the phone and that I should activate it an an ATM. I told her my experience and she transferred me to an automated line where I can activate the card by phone. Guess what? It did not work. When I followed the instructions over the phone, the system reponsponded with "Your card cannot be activated over the phone. You need to take your card to a BANK OF AMERICA branch and activate it." Circular logic, haha, so funny. Whoever designed this system probably don't know that there is NOT ONE BoA-brand ATM in the country where I am. It can't be just any ATM, it had to be a BoA ATM.

So I called back again and got another lady on the line. She was rather haughty and self-righteous. I explained to her the problem and she kept on telling me that she cannot help me further from the beginning. Eventually I asked to speak to a supervisor sensing that she is utterly incompetent and unhelpful. She put me on hold and came back a few minutes later and told me that "Her supervisor say there is nothing they can do for me". I ask her how can they not care about their customer who is outside the country with such important problem? She told me that I should have activated my card before my trip and it was my fault. I asked her what right does she have to assume something like that? I was already in my trip when their stupid system blocked my card and the replacement card is full of mistakes that it doesn't work with ATM, doesn't work with credit card machines, and doesn't work with online purchases. She rudely hanged up on me.

I was furious by this point. Refuse to capitulate to a single bad customer service person. I called back and spoke to another representative and warned her not to treat me as the previous person. She was more friendly and willing to help. Eventually I was transferred to the right department. A gentleman was trying very hard to help me. He did what the first representative said was "impossible". I explained to him the circular logic of activation, and he stepped with me through the phone activation process and realized that I was right. So he figured out another method and activated the card over the phone. However, he still could not do anything about the missing CV2 code on the back, except to send a replacement card to my US address.

So finally, I was able to update my payment with some online billers who don't require CV2. My new card still doesn't work with those require the CV2. Unfortunately, the magnetic strip is probably never programmed. Even after he activated the account number, the card still could not be read by any credit card machines, or ATM.

Had I not known some people where I am, I would have experienced severe financial difficulties as I could not access any ATM or use it as a credit card. Next time, if Bank of America blocks your card, if you don't notice any unauthorized purchase, and if you are abroad, do not get a replacement card. It's not worth the trouble to fall through the crack of their system.

Posted by: idealab   Posted on: 02/11/06 You are currently: a Guest | Members login | Terms of Use

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