Consumer complaint received 2023-05-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I am participating in a debt management program through a third party company. In early XXXX, I was informed Bank of America accepted the credit proposals for payoff of XXXX cards and I was instructed to cancel all automatic payments. I tried to cancel through my online account but was unable to and I called Bank of America 's XXXX number. The rep informed me that my automatic payments were successfully cancelled. 

On XX/XX/XXXX, Bank of America took {$570.00} from my BOA checking account to pay the credit card. I called BOA credit card line and was informed they could do nothing until the payment posted. I believe the rep was XXXX in XXXX. I called back on XX/XX/XXXX, the same representative helped me. He said that the automatic payments were cancelled and that he submitted my refund request of {$570.00} for approval. He stated that it would take XXXX business days to process the refund and see it in my account. He also said it should not take long since I have a BOA checking account. 

On Tuesday, XX/XX/XXXX, I called again to inquire on the refund. I was told that it was approved on XX/XX/XXXX and it will take XXXX business day to be received into my account. I did not ask about automatic payments as I assumed they were cancelled. I called back on the XXXX business day, the BOA rep informed me the refund was not processed and it could take XXXX or more business days to get into my account. I asked about expediting as the lack of funds put me behind on other bills. He said there was nothing he could do. Again, I did not ask about automatic payments as I assumed they were cancelled. 

As of XX/XX/XXXX, I woke to another {$200.00} automatic payment drafted from my checking account causing me to go into the negative. I had not received my refund. I called the same BOA credit card number, they said no refund was ever processed and they could not help me because my account was closed. They gave me XXXX as the " closed accounts number. '' I called that number and was transferred 3 times before landing on the phone with XXXX XXXX. He stated that there is no such thing as a " closed account '' line and that my refund was never process nor auto payments cancelled. He confirmed my XXXX XXXX XXXX made the agreed upon payment of {$200.00} posting XX/XX/XXXX and the XXXX payment came directly from my account. 

After speaking to the XXXX and confirming I want the {$570.00} back, XXXX gave me the following information in our XXXX hour phone call. 
XXXX. If I requested the {$570.00}, my account would be delinquent. I said that was fine. I want my money. 
XXXX. He can not cancel my auto payments. I had to call back in XXXX hours ( after the {$200.00} posts ) to cancel the automatic payments. 
XXXX. I can not request a refund of the {$200.00} until XX/XX/XXXX or XX/XX/XXXX at the earliest. 
XXXX. The refund is subjective to approval and can take XXXX or more days to be issued from date of approval. He could not or would not give any timeline for approval. 

As BOA can tell by looking at my accounts, each draft sent me into the negative balance. I have no faith that the automatic payments will be cancelled or that I will receive the refund of {$770.00} that BOA withdrew from my account without my consent.

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