Bank of America
Reviews and Complaints

Don't get over yourself

Bank of America agreed to pay $335M in damages because of racial profiling. They tacked on higher interest rates for non-whites than whites. It might not happen all the time, but it does still happen.

Validation article: http://www.dailymail.co.uk/news/article-2077485/Bank-America-pays-335m-damages-charging-minorities-higher-rates.html

They have every right to purchase old debts and come after you for them. However Daniel Gordon is a terrible law firm. All they do is sue people, get default judgements then clean out your bank account. YOU NEED TO FIGHT them if they do this to you. This is an assembly line. One person in his office actually told me they were doing good for the economy. I guess crapping on the little guy while he is down is good. It's funny because we have bullying education in school but when you become an adult you get bullied whether it's the government or a low life cheeseball like gordon. Word of advice...NEVER ever EVER get a credit card again. If we want people to stop doing this we need to put the credit card companies in bankruptcy by not getting them in the first place.

I am having a huge problem with BOA as well. They sent a letter saying we are three months behind on our payments. The didn't post a payment I made in April 2011, March 2011 or September 2011. I call every day and I get the same answer that they are researching it. I have faxed and emailed bank statements showing the payments and yet they have still not posted the payments. I escalated my complaint to the corporate office and once again I had to fax my bank statements then she said it had to be researched again. I just don't get it what needs to be researched when it clearly says it I made the payments. I just don't know what to do anymore. They clearly don't care.

My favorite part is when you "confuse people with the facts…"

I too have been taken advantage of by Bank of America. I was late less than thirty days to renew my homeowners insurance. I renewed the insurance with Safeco and paid the entire year. Bank of America also renewed my insurance. They put six months coverage in my escrow account and upped my payments. Safeco insured my home for one hundred and fifty thousand dollars more than I owe on it. Bank of America insured my home for exactly what I owed on it and they charged me a little over double of what Safeco charged. Bank of America told me they already took their money and purchased SIX MONTHS insurance so they would not reimburse the fee. Bank of America also told me that my payment would drop in July 2011 after they recovered the SIX MONTH MANDITORY FEE. It's now August and I'm being billed for another six months. My payments din't go down.
I also received an offer for extra fire insurance from a company I never heard of before. I ignored the offer. The following month my bill went up fifteen dollars. I called Bank of America and was told a private insurance company said I gave them permission to add the insurance to my payment. Bank of America told me they could not cancel the insurance and I would be responsible to notify this insurance company if I wanted to make a change. After researching this insurance company I discovered that Bank of America owned it. Check under class act suits against Bank of America and make sure you are not also a victim.

I was in your shoes about 21/2 years ago. I have tried to find ways to keep our home. When I had paid on our home, the company tells me that this is not the place to send your payments to and they have me send them into another city. Then I get phone calls saying that they haven't received their payments yet and I had to explain to them that we are having a hard time right now, my husband was either sick or out of work at the time. And I wasn't working, I had small children home then. So 2 1/2 years ago, we had to move out of our home, it was forclosed. I really wanted to find ways to keep that home to.
Rita

Of course you have no proof that decisions are made by "computer programs" nor that your other "concerns" are valid. If you are in HR then you do know sometimes a candidate may be not chosen right off the bat, is because they already have someone in mind. They still have to post the position.

Short Sale Problem,

Short Sale Team,

I have a problem with the short sale ...
I put an offer to a house, in Arizona, Short Sale, I like to know WHY it takes 4 to 6 month, I think is too much, for Bank of America to gave us an answer, I have a very good credit, and I have the mortgage approved from Chase Bank, the delay will hurt everybody, the seller and me, the buyer. Why so slow?

I do have a negotiator, representative from the Bank of America, but is doing nothing ...

Please, review the process of the short sale on your side, and let me know what can I do on my side, to expedite the process.

Thank you, and I am waiting for a positive answer and fast result.

Sincerely
Miha Nana

On March 15, 2009, I made an offer on a short sale property. 75 days later, the listing agent emailed Bank Of America (who held the property) that the process was taking a long time as they had gotten the property finally released from bankruptcy in June 2009 and we wanted to proceed with negotiations. B of A negotiated a price for the property, I accepted the price. I signed the agreement of sale, B of A accepted the agreement of sale. In late August 2009, I was informed that the short sale agreement would expire on 8/31. We were still in the process of completing the mortgage approval process so we were able to get an extension from B of A. Ultimately, we agreed to close on the property on 9/15. When we got to the closing table, the title company was informed by the bankruptcy court that the property being sold was part of their assets and had not been released for sale. Bank of America had had supposedly had the property released from bankruptcy 3-4 months ago. They (B of A) have insisted that the property falls under their jurisdiction to sell. They are now going through the motions to approve whether to petition to get the property release from bankruptcy. They are unable to give any time frames. They have had this non performing asset on their books for over a year and had a serious buying in the waiting for 7 months. Meanwhile, they have failed to do their due diligence to sell the property.

Damage Resulting
I have given notice at my apartment that I am terminating the lease at the end of the month. I have to extend my lease but will be subjected to a lease break penalty if this gets resolved in less than 60 days. I rented a truck to move on 9/19. I have paid for the appraisal, earnest deposit, inspection. I took a full day off from work to go to the closing table. I have lost interest for 4 weeks on monies transferred from a high interest account to a lower interest checking account. I will not be within the time frame to apply for the $8000 first time home buyers tax credit if this drags on past October 15.

Due to a pending layoff, I proactively put my property up for sale in February and contacted my Bank of America mortgage department and began the short sale process. They first stated that they would not even consider my paperwork until I was at least 60 days late on the payments. I immediately stopped paying the mortgage per their request so that my paperwork would be shifted over to the short sale department. I immediately had multiple buyers submit offers for approval in early march for an amount extremely close to the payoff amount with Bank of America. My attorney immediately began receiving misinformation, blatant lies, run arounds, holding on the phone for several hours at a time, transfer of short sale analyst, lost paperwork, resubmit paperwork etc etc. Because of this, I lost 4 buyers over the first couple of months b/c they were just as frustrated as I was. When they finally got their act together they rejected one offer. they did not inform my attorney nor myself that they were rejecting the offer until I received a phone call asking me why my payment was late. We then submitted another offer which we are still waiting on an answer two weeks later. It now gets worse, I received a letter and very inaudible voicemail about calling them. The letter stated that they were starting foreclosure process...I tried calling today (similar story to my attorney), only to be transferred 4 times, cut off once, then they couldn't find my account on to be transferred to a department that doesn't even work on original Bank of America loans. No one is calling back either my attorney nor myself to get this place sold. I do not want a foreclosure as I worked very hard in being proactive about selling the place and keeping my credit intact.
By now, this process and passing the buck has gone on for over 9 months! My credit score was very high and I had hoped that this process would have moved faster...however, due to all of their "issues" my credit has now been ruined. Bank of America should be fined heavily and looked into their business practices as I as well as my attorney have the records to prove that we have been submitting the correct paperwork, contacting them etc etc.

Sorry about spelling or grammer, the following is my log. I am usually so made after dealing with them I can't think or write.
Bank of America
Sent short sale packet on 10/27
Called to confirm and was asked to send additional information on 10/30
(letter of non-employment, P and L statement, listing agreement, verification of buyer funds)
Was asked to send form authorizing release of information to Traci Kemnitz 11/17
Somewhere in here, B of A and Countrywide merged short sale operation and all hell broke loose. Called every day, was told data was supposed to be transferred from one system to another. To call back tomorrow. I did that for a week straight.
Was told on 11/23 they had none of the information I had sent to them. Re sent it all.
11/23 Keith re-took my information over the phone, told me to resend packet and would receive a call back in 5 days. Then talked to Miguel in short sale, he said they would not even receive information for 10 days and not to call back until then.
11/30 got collection call from Maria ext. 7518, Keith never put in information that he took over the phone, nor information that I had an offer pending and was requesting a short sale.
Maria re-took the information and told me this time it was entered.
Called back on 11/30 and automated system said more information would be available on Dec 9th.
Called back on 12/9 and spoke to Silverio, he told me information has been received and to call back on 12/13 to get the name of my negotiator.
Called back on 12/13 and Spoke to Ginger. No negotiator has been assigned. Purchase and sale agreement had been downloaded into system, but no other info. She said she took the necessary step to send it to a negotiator, which would take 10 business days to get one assigned. She said to call back the end of the month. She also said to fax the Authorization to release information form to [protected]. Evidently, I had faxed the authorization to the wrong fax number, even though I faxed it to the one they had as return fax number on the form.

12/16 Spoke to Shelly Graham and she said that a negotiator has not been assigned yet, but that we should have one any day now. However, once it is assigned, the negotiator has 10 business days for what is called "Phase I", review of file and offer. On January 4th we can call back and discuss Phase II, which is 30-45 calendar days of negotiations on price and offer, appraisal most likely. Then Phase III is another 10 business days to close.
12/21 Recording I got, “ A work out negotiator is reviewing your request for assistance and collection activities have been temporarily been suspended during the review process we will complete and thorough examination of and analysis of your loan we may or may not need additional information from you but it is common you will not hear anything form us during the review period. We expect to have more information on Jan 18th 2010. Please do not Call us before then as that may delay the process but if we contact you make sure you respond promptly as failure to do see can cause your work out to be canceled.” I went through the process to speak with someone because I had received a phone call from someone with B of A last week, and got David on the phone. did. He told me no negotiator had been assigned. He also said when an automated message is generated it usually shows up on the file. That recorded message wasn’t showing up on my file. I asked him to make sure B of A was not in need of additional information from me at this time, as I was contacted by them last week, and had asked them to call me back, which they never did. He told me no additional information was needed. He said the file had went to shortsale on 12/14, they have 10 business days to assign a negotiator, until 12/29, if one isn’t assigned by 12/29 I am to call and request an escalation to assure a negotiator is assigned. He told me once a negotiator is assigned they have 20 business to work on the file before making a recommendation.
12/21. I called back later in the day to record the recorded message which I did. I then got nervous because verbiage was for a work out negotiator not a short sale negotiator so I went through the process to talk to Debbie. I read Debbie the message word for word, I will paraphrase her response. She told me to disregard that message. 90% of the time they are false. She had put in a request to her supervisor because numerous people had been calling in and requiring about incorrect messages. She told me never to obey the do not call time lines. She said that information is false, and in no way would calling in slow or delay the process. She reiterated what David had said, 10 days to assign a negotiator. I then told her what David had told me, to call back on 12/29 and request an escalation. She said that is correct.
Traci called me to tell me a negotiator had been assigned and they called her about ordering an appraisal.
1/5/09 Called and spoke to Johnson after being on hold for 25 minutes. Negotiator is Timothy Nickels, e-mail is timothy.nickels@bankofamerica.com. He was assigned on the 23rd. Johnson told me he has 10 business days to do something with the file. I should call on Friday to see what is going on. He also told me I could register and go to www.equator.com register, and could then track my account on-line. Number to call to register is [protected].
1/5/09 Called [protected] and spoke with Daniella. She asked me if I wanted to register with equator. I asked what it was. She told me it was a way to track my shortsale on line. I said okay. She asked a bunch of questions, and then sent an e-mail with login-information, and said I would have to downloan some information. Seems that I have to re-send all the information I have sent them twice. This really pissed me off. I told her I don’t want to start over for a third time. She told me I have to, if I don’t the process will get kicked out and I will have to start from scratch. She told me a negotiator wasn’t assigned and I was just beginning the process. I kept repeating that I just got off the phone with Johnson at B of A and was told Timothy Nickels was my negotiator and that he had 10 business days to get through phase 1 and that I should call in on Friday for an update. She said that was incorrect he had 20 business days. She told me I had to “download” all my information into equator, or at some point I would have to start from the beginning. I asked how long this equator thing had been going on, she said the beginning of December, I asked why was today the first I heard of it, she said certain files are chosen to move over at certain times. I told her I didn’t want to move it over, and she said “too late” she had already initiated the short sale in equator. Nothing I can do, but re-send all the information.

I then looked on the web. Need to re-send taxes, financials, plus Traci Kemnitz will have to re-send all the real-estate info. Remember this is the 3rd time. First info got lost in change over from Countrywide to B of A. 2nd info got lost in change over to equator. If process takes, 90 days and they have a changeover every 45, which puts you back at the beginning how will anything ever get done.

1/5/09. Looked at all the stuff I had to input, called [protected] to get another opinion. Got David this time. Told me unfortunately I would have to re-send all the info. I asked if he could just delete me from the system. He put me on hold to check. Came back and said he could, but eventually I would have to re-send it. Asked him if I would be starting from scratch. He said no, that this should not interfere with the process, and just need to get everything in by Saturday. I need to scan 30 pages of taxes, re-do financials, scan bank statements, pay stubs etc. I then asked him about time lines, since today I had received different answers, David stated, phase 1- 10 business days, phase 2-15 business days, phase 3 up to 35 business days.
Traci also called me today. Seems Timothy Nickels had called her this morning, told her to go to www.equator.com to register and then call him back. She had to input license information etc.etc. Was trying to call him back this afternoon.

1/5/09
Today is 50 business days, not counting 3 holidays, since I originally sent Bank of America 36 pages of documents. We are still not through phase 1! I have done everything asked of me in a very prompt manner, and still I get nowhere. Every person I talk to gives different answers and different time lines. These people should be in jail.
1/8/09
Put the required information in equator.

Then called. First, the message said the short sale has been denied. I went through the phone bank and got to Ivan. He said no update on the file. He said the appraisal looked good, and it just came in on the 7th, which is odd because I was told on the 5th they had it. He said timothy nickels had until jan 19th to do something with the file. I asked him if I should call or e-mail timothy or if I should wait to hear from him. He said it wouldn’t hurt to get a hold of him if I could.

11/12 Found a complaint at complaints board.com. that explained what other people went through trying to purchase a shortsale from B of A. Was almost the same thing I am going through. They had gotten a call from Cindy Repreza who is a custormor advocate, number is 1.800.669.2443 extension 3542, after they had written a letter to multiple Bank of America executives complaining about the horrible service. So a gave her a call and told her I had been referred to her and I needed help with a short sale. She total me she couldn’t help as this was an internal line, so I asked what to do to get help. She took my loan number and then asked if I had been in contact with Timothy Nickels, I told her we’ve tried, but haven’t heard back. So she said to call Timothy’s supervisor Chadd Grogg [protected], I passed that out to Traci, my realtor, and she called Chad and left a detailed message.
11/14/09 Traci got this e-mail from Brian Lorenc. Traci,
I received a follow up call from a friend of the borrower who originally escalated the file. I see the file has been moved into our short sale system equator. I see you have a task pending to be completed that was due by 01/09/2010. It is for you to upload your authorization on the account into the system. Once that task is completed you will be assigned more tasks to complete and the process will move forward. Let me know if you have any questions.
Thank you!

I hadn’t mentioned this earlier because it felt like such a long shot, but. The buyer says he knows the President of B of A. Who this is, I have no idea. He asked a few weeks ago if he could ask him for help. Traci said by all means, and sent him some of the documents that have been going back and forth. So maybe Brian is a result of that angle.
So Traci wrote him back: I did upload the authorization that day. This is very frustrating in that the authorization was sent to BofA twice in the last 2 months, and yet no one seems to have it. How is it that when I was calling in to get status reports they were speaking with me and acknowledged receipt of the authorization?
I will be in a meeting from 10-11 am this morning. As soon as I'm done I'll do it again. I want Bank of America to be aware that they have an offer in front of them that is $75, 000 and $50, 000 higher than the most recent sales in Caldera Springs, and that the buyer has plenty of other opportunities out there. I urge Bank of America to answer this offer immediately and get this transaction closed.
Brian responded: Traci,
I do apologize for the inconvenience for you. I see you accepted the request to be the agent on the deal on 01/05/2010, but I don't see the authorization was loaded into the system. If you have trouble with it this afternoon please let me now. Also, after you upload it let me know as well and I will verify it is loaded into the system for you.

Thank you!

So this does look promising. Traci has been talking to B of A for months on my behalf. The Authorization Document looks like it has been through a war zone, it has been faxed and scanned so many times. I logged onto equator and tried to upload while Traci was in her meeting and couldn’t find an area I could upload it to.

I should mention that at this point I have twice written both of my Oregon Senators and my Representative asking for something to be done. I also complained to the Federal Trade Commission [protected] and the Federal Regulator Office of Comptroller of Currency [protected]. Traci was dead on when she told Bank of America that was a screaming deal and they need to take it. Property values continue to plummet. If they move too slow this deal will be gone. These are costs departments so the banks don’t want to take on more employees to speed up the process, but by going slow they are actually costing themselves more money as the values continue to fall. First sent them Docs. on 10/27/09, today is 1/14/10 and we are not through phase one. Two things are the most frustrating. Constantly having to re-send documents and getting a different answer to the same question every time you ask. How long does phase 1 take? 10 – 20 – 30 days. I would like to see the training program for these folks answering calls, do they even have one.

1/14/10

Traci uploaded the Authorization form and wrote Brian that it was done and asked what we may expect for a timeline, response “Traci,

I see the authorization is being reviewed and was loaded into the system. Once it is accepted you will have more tasks assigned. Your next tasks will be to load the offer and other supporting documents. Equator is a task driven system and all tasks must be completed before the file gets submitted. All new short sales will go through this system and we are in the process of moving all existing files into this system. You can continue to reach out to me for help on the tasks to help push a task along if it goes past due.

Thank you!
Not what I was hoping for. Seems we are starting from scratch after 2.5 months.
I should also mention that I had been logging in to equator everyday, as the have a little message box once you log in that is how they are suppose to “communicate” with you, and I do use that term loosely, no where did it ever say info was messing, it showed everything they requested was entered as needed.

I am a home owner that is completely frustrated, angry and upset. Due to hardships such as divorce and my ex-husband being unemployed for several years, and this horrible housing market and economy I have been forced to due a short sale. I am an educated nurse, single mother of 2 young boys that is trying to do the best for her family. I can not afford the mortgage that I currently have on my own income. I have been in the middle of a short sale up until recently. I had buyer that wanted the house but are now about to back out because of Bank of America. My pay off amount on my house is roughly 236-237, 000. The buyers original offer was 235, 000. The bank counter offered at 248, 000 which is MORE than what is needed for my payoff! The buyers could not accept the offer and submitted and offer of 240, 000. More than what is needed for my payoff amt. This time bank of america re-countered at 259, 000 which is even higher than the first counter offer and even higher than what is needed for my payoff. This seems illegal to me! How are they allowed to make more money than what is needed on my payoff? I do not owe any money on my HELOC. No other leins. The buyers then offered 242, 000 and bank of america declined their offer and then closed my case. I am now being told that because I got accepted with a Haffa government program which will help me from owing any balance or difference from what is usually a lesser amt from the buyers than what I owe the bank that they can now not speak to me because my case is closed/denied. But in this case if they accepted the buyers amount they would be getting more than what I owe the bank. Seriously is this legal? Please Help ASAP!
Jennifer Ott- (jennifer.ott1@comcast.net)

Bank of America is holding onto houses that they are suppose to be selling. I predict that in a few years, it will come out that they had some kind of scam going so they could make money off the houses they had on short sale. They accepted my offer on a house early November 2010 and gave me a deadline of Jan. 21st. They wanted to move up the closing to late December but I was waiting for a settlement to come in and wouldn't be ready then. They went back to the January date. I had to scramble with the bank and paperwork to be ready to close on Jan. 21st and I was ready. Two days before the closing date, my realtor found out that BoA wiped out my file - accidently. Yeah right! All information was re-entered by the negoiator and we wait - still. My loan has expired and I'm thinking from reading all these complaints that I should just pull out of the sale. However we love this house adn I hate to admit defeat to a crook like BoA.

Its too bad that nothing can be done about this but the government already today us that we deserve being screwed when they gave this bank our hard earned tax money to bail them out. Who will be bailing us out when they manage to take all our money? The government - Yeah, right!

They have no control of their own short sale process. They are preventing agents (me) from conducting business. Consumers are beaten up in the meantime. Shame on them!

The Equator system has just simplified the submission of documents to Bank of America. No more having to fax repeatedly documents because B of A claims that they did not receive them. It has not sped up B of A's cumbersome short sale process. While most of the larger lenders are now closing short sales in 6 to 8 weeks Bank of America is still taking 4 to 5 months or longer. Their processing is slow, negtiators are changed in the middle of the offer negotiations, negotiators do not communicate with the real estate agents or sellers and do not respond to emails or phone messages, you have to call for updates or you know nothing. The only thing that has really changed is that with the Equator system they cannot claim that they did not received your documents as they are there uploaded into the Equator system for those involved to see. Until Bank of America changes its entire system of processing these short sales they are going to continue to be inept in the short sale department. Maybe they would just rather foreclose as short sale a property? I will say that when you call now to the short sale department those handling these calls are very professional and nice and much more informative. Unfortunately they just manning the phones and are not the ones processing the short sale which is where Bank of America fails miserably, their so called negotiators in the Equator system do not respond to emails and their voice mail is always full. The term negotiator is meaningless they negotiate nothing. We have now and have had several short sale offers for Bank of America, the 3 that are currently being processed in Equator have been processing for from 2 to 5 months with no approval yet. We had 4 buyers back out due to B of A taking so long and just one closed, it took over 7 months to bring to closing.

My story is exactly the same except BOA gave us a counter offer on our short sale...which we accepted and they auctioned teh house out from under us...No auctioneer ever showed us although they calimed they sent one and teh deed is being transferred back to BOA! Anyone interested in a class action lawsuit? My email is magik01301 @ yahoo.com

Visit This Link... Judge Blasts Bad Bank!

http://www.nypost.com/p/news/local/judge_kos_mortgage_to_slap_bank_28ZS1oW8Y58z6gu1AQbWMI

A judge awards a couple their house free and clear after a bank does shady things to them.

I have several home loans through Bank of America, it is not uncommon for my payments to not post to my account . . . not once did this happend but 3 times and after the last one that took 2 months to resolved, they still charged me late fees and it has showed up on my credit report. It takes numerous phone calls to get to the proper department that needs to handle this type of issue but no matter what the issue they can never give you their direct contact information to call them back directly. They say they put "notes in the account" . . . . they don't, you spend a lot of time each time you call to explain the problem over and over to everyone you speak with, an in most cases they never forward you to the right department and you end up calling back several times.

The lastest issue was online my account balances were all the same for all the mortages, when I called they told me I did not have any loans with them . . . hahahaha, ok wipe my mortgages out and send me the deeds! One represenative even told me I need to contact my local 911 district for help. Good grief so incompetent and of course I couldn't submit a complaint becuase I have not real name or contact information to give on this customer care person I spoke with because they can not give this out because of "corporate" guidelines.

It has been over one month since I put in my dispute an no one has contacted or via mail, email or phone. Once this is resolved I am refinancing all my loans and will pass the word onto all my family, friends and strangers on the street to stay clear of BOA!

We filed chapter 7 and bank of america is still trying to collect! Now they are calling our family members! STAY FAR FAR AWAY from Bank of America

Recived a e-mail from Bank of American requsting all of my personal information.I did not respond to the e-mail, just wanted you to know of the attempted scam of me and your bank which I have (NO ACCOUNTS WITH>)Has this been prevesiouly been reported by anyone else?Could not forward the e-mail to you. so sorry.

Sorry, Bank not Bamk. Keyboard trouble.

First of all it is Bank of America, not Bamk of American. Second, check your grammar.

I've had similar experience, poor customer service, no restive from claims department, everyone just ignored me, hangs up on me. Ive faxed my documents over 5 times and still they are not available for review, one of the agents in the claims department have me a wrong fax number, every time I call their number I have to wait for up to half an hour to get through to customer service rep then, i get some ridiculous excuse, or get transfered to a superviser s voicemail who never returns my calls.
If someone had any advice how to deal with this company, let me know. My insurance company suggested I contact commissioner for consumer affairs and file a complaint, their#[protected], I haven't done that yet, does anyone have any success with this approach?

While parked and unoccupied on the street, my car as hit by someone insured by Country-wide Insurance. The accident happened during the first week of January. Tomorrow marks the first week of June and my claim is still unresolved. What's worse is now I am being forced to cover over $1, 400 worth of costs associated with the accident. This is all because Country-wide is an bureaucratic, unethical, unreliable company... and I feel taken advantage of.

Despite several calls and e-mails to the Company, sometimes daily and and if not daily always several times per week what should have been a straightforward issue has become a costly nightmare. I was proactive about resolving this issue. I went out of my way to ensure they received every piece of paperwork. I checked, double checked and tripled checked on every aspect of the appraisal/release process... but, as it turns out not only was I the victim of their insured's negligence I was also the victim of their terrible management practices. Country-wide is an awful company and the consumer pays the price

i agree omg i just changed from statefarm, atleast someone answer the phone, i have the automatic service my payments never go through, i make them on time.is their fault, they didnt accept my payment and charge me a 15 dollar fee what and then im trying to explain my situation ..well guess what i cant always leave a message if i do get someone to answer me, well they no nothing or even better cannot help me.

Contact your agent, depending on the claim, it could take some time to investigate. You should've received a form to fill out regarding the incident that took place. Also you posted this 3 times.

I really like there Accessories. I purchased a vase for $18.00 Which I never would spend that much money, but I fell in love with it. It was in a rod-iron stand and had the coolest colored glass. I had it for a year before I put live cherry blooms in it with water of course. The vase was painted on the inside and I had not idea. It pealed off in chunks right away. I still have the receipt and to it back to the store. They said I was not to put water in ti. The label said no suck thing and it was labeled as a vase! Hello, what vase is not to be used for flowers? I should have been specified on it not to put water in it. They told me "too bad". I have not purchased anything there since. It was my favorite store.

peach blosoms in it.

I stick with credit unions as well, I have found them to be a lot nicer than "chains". There were things you could have done to prevent this, like put a block on the card to not be overdrawn (in other words that card would have been rejected if you tried to use it once the account was negative). It might be something to look into once you get this mess fixed.