Consumer complaint received 2022-09-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XXXX, I made a purchase of a bicycle and helmet at XXXX XXXX  in XXXX XXXX, using my Bank of America Visa debit card issued by the California XXXX XXXX Department. Specifically, the funds in this account were CA state XXXX payments due to the fact that at the time, I was temporarily XXXX due to a knee XXXX. 

The total purchase amount was {$1000.00}, {$700.00} of that total amount was a gift card and {$320.00} was charged to the aforementioned B of A Visa card. On XXXX, I decided to return the bike/helmet and look for something different. When I returned the items, a XXXX XXXX  employee issued a return credit to my B of A Visa for the total amount of {$1000.00}. 

Several days later, when I attempted to use my XXXX card for a purchase, it was declined. On XX/XX/XXXX, I called the toll free phone number on the back of the card, ( XXXX ) XXXX, to inquire as to the reason my card did not work. An automated message told me the account had been closed. I then entered prompts to speak with a representative. I was told that my account was frozen and I needed to fax a copy of the return receipt and the account should be restored within 48 hours. On XX/XX/XXXX, I faxed a copy of the return receipt. I was only told that the reason for the freeze was that the return amount credited to the card ( {$1000.00} ) was greater than the purchase made on the card ( {$320.00} ). 

Several days later, I called the toll free number and discovered the account was still closed. I again entered prompts to speak with a representative. After explaining my issue, I was placed on hold for 30 minutes. At the end of this 40 minute call, I was told everything was cleared and my account access should be restored in 10 minutes. Within 5 minutes of hanging up, I received a call from ( XXXX ) XXXX. I answered and it was a representative from Bank of America accounting. She told me that my account was still frozen and that I now needed to fax both the original receipt and the return receipt. 

Again, I complied and on XX/XX/XXXX, I faxed a copy of both receipts to Bank of America. 
Again, several days later, my card was still not allowing me access to my funds, which were entirely comprised of XXXX insurance payments. I called again on XX/XX/XXXX and was told that the original receipt was faded and could not be read. I was asked to resend both receipts. On XX/XX/XXXX, I again resent the fax with a copy of the receipts that had been made as dark as I could make them on my home printer/copier. I have fax confirmation receipts and payment receipts for these faxes. 

On XX/XX/XXXX, I followed up and called the same toll free number to find out what the status was with respect to my account. This call took a total of 1 hour and 54 minutes. I spoke with a representative who spoke with several superiors to resolve this ongoing issue. 
After all this time, I was told that because the amount returned was greater than the purchase, it shows up as a deposit and deposits can not be made into this type of account. I was again denied access to my account funds ( in excess of {$6000.00} ). 

I was then told I have to go back to retailer and ask them to refund the pending/ held amount ( {$700.00} ) into a different card account. This did not seem reasonable and I asked for this policy/ directive to given to me in writing so that I could present it to the retailer ( XXXX XXXX ). I was told they could not give me anything in writing and that the refund amount being greater than the purchase amount is seen as a deposit and the account is still frozen ( the entire amount, not just disputed amount of {$700.00} ). 

As of this date, I am still not able to access the funds in my account and the automated system indicates the account is closed.

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 non-monetary relief