Data Shows Bank Of America Is Also Bad At Dealing With Credit Card Complaints

Earlier this year, the Consumer Financial Protection Bureau launched a complaint portal for people with credit card-related issues. Banks and card companies are not obliged to provide a happy ending to the complainant, but they are obliged to reply in a timely manner. And even with the bar lowered that much, Bank of America still manages to disappoint.

The folks at a company called Vocalabs, which focuses on customer service and feedback, decided to take the raw data available from the CFPB and convert it into much more accessible graphs showing how each of the largest credit card servicers does with each of these three facets: timely response; resolutions disputed by consumers; responses that resulted in monetary relief for the consumer.

TIMELY RESPONSE:
Of its more than 1700 complaints received through the portal during the previous three quarters, Bank of America was only able to respond to 79.04% of them in a timely manner, by far the worst average of the eight major servicers . It’s even worse when you consider that the remaining seven companies averaged a timely response rate of 93.7% for this same time period.

For what it’s worth, American Express had the highest timely response rate at 96.15%.

RESOLUTIONS DISPUTED BY CUSTOMERS:
AmEx might be the best at getting back to customers right away, but it appears to be the worst in terms of providing happy resolutions to consumers, with 25.6% of complainants attempting to dispute the resolution offered by the servicer. Bank of America’s 18.37% disputed resolution rate was slightly better than the industry average of 18.84%.

GE Capital had the lowest rate of disputed resolutions at 11.78%.

CUSTOMERS WHO RECEIVED MONETARY RELIEF:
BofA’s brief stint in the middle of the pack is short-lived, as it once again falls to the back of the pack in this category, with only 8.9% of complaints (from the two quarters for which there is full data) resulting in monetary relief for the customer. This rate is less than half the average of 19.46% for all servicers (not including Discover, for which only one quarter of data is available), and smaller than one-third that of Chase’s chart-topping rate of 29.78%.

In terms of total complaint from the previous three quarters, Capital One reigned supreme with 2,736, followed by Citi’s 2,143 filed complaints and the 1,713 from BofA customers. Wells Fargo had the fewest, at only 506.

Vocalabs CEO Peter Leppik tells Consumerist, “We have no direct business interest in publicizing this data… But I do think this is valuable information which should be in the hands of consumers, which is why we decided to open our tool up for anyone to use.”