Consumer complaint received 2023-07-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On Wednesday XX/XX/2023 I got an email from XXXX XXXX thanking me for my order. Right after this I got another email stating they canceled it due to fraudulent activity. 
I instantly checked my acct an saw a charge for {$59.00} with suspicious routing numbers on it an no name. I immediately called XXXX XXXX and someone charged on my acct which I use to have over 6 yrs ago as a XXXX XXXX in XXXX XXXX for a grocery store. The amt was exactly {$59.00}. there fraud dept stopped the delivery because it was suspicious and the person charged this amt in Washington, and I live in Florida. 

Now I called the bank told them the dilemma. The Girl on the phone said yes sounds like a fraud charge. I agreed and she made a fraud claim. Then processed to tell me She has to deactivate my bank card since this was the way it was charged to my acct. I said NO that can't happen I have all my bills coming out the 1st of the month from XXXX XXXX and this is my only acct. I was SO upset I did not want that to happen but she said she had to do that. 
She assured me and promised me she would expedite the card so I would get it in 1-2 business days. Which I never received. 
Since the charge was still pending I had to wait till it posted. This transaction overdrew my acct since I only had {$7.00} to last me till I received my XXXX check on the 1st. 
Receiving the card in 1-2 days was the only way I agreed to dispute this charge otherwise I could not have done that and all my bills would start rolling in on the 1st with a bank card that would not work. 

On Friday XX/XX/2023 the amt of {$59.00} was credited back to my acct. I had called and talked to XXXX XXXX which was now a different company that posted to my acct. They refunded the {$59.00} and now the funds were correct in the bank. 

But STILL NO CARD in the mail. 

On Monday XX/XX/2023 Talked to customer service and talked to another associate that advised me to pay my rent/and utilities etc with a money order or cash since I still have not received my Card and proceeded to go to the bank and withdraw my money to pay these items. I paid rent/ water which was the amt of {$440.00}. I was not able to pay my car insurance which had to be paid by XXXX that night or it would have been canceled. That's the way XXXX conducts business. 
for the amt of {$190.00} because I had no card to use over the phone. I called the bank back again. Now the guy/lady tells me to possibility open another acct which would be a good idea so basically i wouldn't have to rely on all my money in one acct. and I could pay the insurance from there. So again I went to the bank in my small town which is one I found. 
and the bank manager said she was 2 days out in appointments and no one could talk to me. they were very impolite and I was told nothing they can do without an appointment. I was so upset and getting more Harassment then needed. So I called my insurance and was desperate for a way to pay them. they say they would do me a one time favor and go thru my bank with a routing/acct number. so that's what I did. 

On Tuesday XX/XX/2023 Closed for Holiday On Wednesday XX/XX/2023 Starting at XXXX on hold for 1hr39mins I finally got an associate to look again at the acct that now has been overdrawn again due to the rent/water coming in that was already paid by a money order on Monday XXXX. 
STILL NO CARD in mail. 
Now frantically trying to avoid any other charges that might be returned like the Insurance payment for {$190.00} I tried to tell them I needed that charge returned and see if there was a charge for {$190.00} coming thru. They said no there was not that charge but because it was an ACH it would automatically be sent back and not post. That is there policy and I would NOT be charged any fees on an ACH because it will not post. The associate promised me this and assured me and calmed me down. 

At this time I was overwhelmed, and crying due to not being able to work or buy food from the reoccurring problems this has caused. Furthermore she now suggested I go back to XXXX XXXX and see if I could possibly get them to give me the money back and just put it back in the bank and it would then cover the amt and all would be fine. So I drove XXXX hours to go back to the Rental company and they did give me back the money order. Upon receiving it back I again called the bank waited XXXX and XXXX min on the phone again and talked to a gentlemen at this time. 
I told him I got the check back and said it was made out to XXXX XXXX but i had the stub and want to just put it back in my acct an cover the pending charge of {$440.00} He said yes. Just bring it to a branch personally and give it to them. I asked him 3-4 times to make sure he understood and made sure he said I could do this. I am not getting low on gas and no money to put more gas in my car. 

I then drove to the next location branch since the one where I lived would not see me for 2 days, and i was now at the XXXX XXXX branch at XXXX XXXX XXXX. I walked in and the Manager was standing there asked me if she could help me. 
I started to say ... " I need to cash '' ... and she stopped me abruptly and said " I'm not cashing that check '' she had no idea what i was going to continue to say I tried again to tell her I need to speak to someone they can look at me acct and she said " I have no one you can talk to I am the Manager and I will not cash that check '' I told her I have the stub... she stopped me again without listening and said : I said I will not cash that check you have to go back to XXXX where you got it '' I'm now just appalled and disgusted at a banking institute that has harassed me and put me into a financial whirlwind without the knowledge of each associate having the correct training to know what they are doing. 
I told her I have been a customer for 30 years at this bank and never been treated like this. she just held her notebook and nodded her head yes. I left. But not before getting her Card. Her name was XXXX XXXX. 

Again called the bank back another 1hr 30 min wait. 
Now at this time here comes the {$190.00} Insurance check and overdraws my acct more. All in the same day which I was told would not happen because everything already posted for the day and it was not there. Actually 2 different associates told me that over the phone. 
Now I'm again talking to another associate. I'm very ill with my XXXX racing and basically having a meltdown the associate assures me the items won't post to my acct because they are ACH and they can't if there's no funds there. and furthermore I will have NO charges. 
But NOW the associate was convinced I needed another card because I hadn't received mine yet. I said NO NO NO NO do NOT give me another card. DO NOT touch those numbers or change a thing! she said it's only a replacement..the numbers will be the same the last 4 the same the exp. date the same and the CVS is the same! I promised you! Again I said NO I don't want it. she insisted I have to because mine hadn't came and assured me nothing will change. OK..so I go home and the card had come late in the mail. I now have a physical card. 

2 hours later I received an email. Your new card is on the way and my new last 4 number are XXXX and we automatically updated your XXXX XXXX. OMG!!! called the bank back. 
Again after hours on the line, The gentlemen told me, actually assured me, it had not changed I still have my old card ending in XXXX and it was an email sent to me by mistake or an error of the associate. WHAT? this can't be happening all in one day. I couldn't take it anymore. 
I had to relax or go to the hospital. I went to bed. 

ON Thursday XX/XX/2023 Woke up checked my balance which I was told to do and everything was suppose to go back. Both charges now posted to my Acct which supposedly was not going to happen, and I have 2 NSF charges for {$10.00} each on my acct and Now overdrawn for {$360.00}. Back on the phone at XXXX on hold for 45 min. talked to a girl that would not listen or get the whole thing straight. All I keep asking was I needed the dispute dept and she made me go though hoops saying everything all over again 3 times! Because she couldn't get it right the 1st time. She said she has never seen anyone get credited back on an acct the same day. I told her I know they can I have proof they have done it before. Finally I got to talk to the dispute dept after she made the claim and this now I was talking to XXXX in Texas. He helped me to get the funds reversed in 2-3 hours. I was told. I'm still waiting 3 hours in now. I did ask at that time for the legal dept phone # to help me and he provided a number XXXX at XXXX XXXX I contacted XXXX she told me BOA dose not have a Legal Dept except for tax, or lien holds on acct. Furthermore Nothing I can do. 

In 14 hours I will be leaving for out of town work and I will not be able to go without money for gas Or expenses. The possibility is very real of losing my job. 

Update : Call back at XXXX no credit back as I was told by XXXX noon. Talked to a XXXX in Texas who transferred me to an associate in the dispute department, XXXX in Texas, in XXXX which I do Not speak. After correcting that she told me she sees the earliest they can do this would be in the morning. Another lie by the previous associates. 

Update : {$440.00} was credited to my acct on XX/XX/2023. On the same date {$15.00} was charged to my acct for a replacement card I was adamant about not receiving. Not only that but the conversation with the associate had never mentioned a fee even for the card that even if I wanted it I would NOT have agreed. 

On XX/XX/2023 I was notified by XXXX XXXX my Lot Rental Dept. That a charge of {$25.00} hit my acct for the reversal of the funds the bank did. Also note that the Lot rent was paid with a money order the bank informed me to do on XX/XX/2023 which caused a double payment. 

In conclusion the many associates I talked to were never giving out improper information and also provided bad results for me which cost me my job, money and damages that resulted in a snowball effect on my bills. I want all the recorded phone calls on my acct from XX/XX/2023 to be reviewed and I want compensation for the results of what happened to me. I am Hand-Delivering this letter On XX/XX/2023 to the XXXX XXXX on XXXX XXXX . To whomever the person in charge will be which will be noted and signed. 
Im giving the Bank 10 days to respond to this letter before further legal involvement. 

Note* The Branch manager XXXX XXXX would not accept the latter I dropped off just to send to the legal dept. within the bank. All I wanted was an acknowledgment of me being there for her to initial. I did video record this.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief