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Big Bank Problems: How do you Resolve Them?

11:09 PM, Dec 15, 2011   |    comments
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ATLANTIC BEACH, Fla. -- A retired engineer, Rainer Rosarius is meticulous, and pays attention to details.

"October 17 and 18, I called Bank of America to let them know I am ready to sell this condo," he said.

He closed the sale on his Sarasota condominium Oct. 31 and the next day the funds were wired to Bank of America.

"Everything went very well," said Rosarius.

Or so he thought.

Three weeks later Bank of America took money from his Suntrust account to pay the mortgage on the condo - the one he had already sold. "I called my closing agent and he said 'that's impossible'," he said.

On Dec. 8, Rosarius went to his Neptune Beach Bank of America branch but the bank couldn't help, he said. On Dec. 12, he called the bank's customer service number and says but it also was no help.

"December 13, I called the payoff department and went nowhere," he said.


December 14, Rosarius went to Suntrust, but he said no one the was able to help resolve the problem.

Rosarius has a satisfaction of mortgage document recorded Nov. 8, 2011; he also has proof that the payoff, $64,000 was paid to Bank of America.

So what happened?

"They shouldn't have done it, this money was supposed to go medical suppl(ies). I had it saved up," he said.

Rosarius said his mortgage is paid in full and he wants a full refund of $447.14. "I want this money back, it is the principle," he said.

Christina Beyer Toth, a spokesperson for Bank America, said, "I will forward Rosarius' case to the research department," said Toth.

Every case is different, she said, but Bank of America will reach out to the customer.

How do you resolve problems with a big bank? The Office of the Comptroller of the Currency suggests one of three steps:

  • Contact your bank first
  • Visit
  • File a complaint with the Comptroller of the Currency at 1-800-613-6743

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