BELLEVUE - Yong Lee is an an architect who's trying to build her net worth by purchasing a beautiful Bellevue condo. Twice a month, Bank of America takes money out of her checking account to pay her mortgage.
That was until last month.
"I checked my bank account and you took out my mortgage a third time. That's not supposed to happen," Yong said to the bank.
It should be an easy fix because Yong's mortgage lender is also Bank of America. But they couldn't simply move Yong's money back without "what it seemed like" an Act of Congress.
"I felt like I couldn't hold anybody accountable for this bank error," said Yong. "And for somebody who's been with Bank of America for a really long time, and is allegedly a valued client, it started to feel really frustrating."
For weeks the bank couldn't get it right. So I called the bank and someone from the CEO's office called Yong to clean up the mess they made.
"I feel this weight and stress is completely off my shoulders," Young said relieved. "I can sleep at nights, I don't have to worry about it. I don't have to deal with it when I'm at the office."
But just a day or two later, another problem happened. Her online mortgage statement was wrong.
"I look at the mortgage part and somehow my December mortgage disappeared. It was paid before and now it disappeared," a frustrated Yong said.
The CEO's office intervened again and made things right.
Yong is thankful. "I did get an apology over the phone from the CEO's office and they did offer me a gift card as a gesture of their apology. That's a nice gesture. But part of me says, how come it took so long?" she said.
