Consumer complaint received 2020-02-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OR
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 have a Bank of America credit card ( XXXX XXXX Miles ) that had a balance of approximately {$4900.00}. I submitted two payments to payoff the card from my XXXX XXXX XXXX account on XX/XX/XXXX and XX/XX/XXXX ( {$4400.00}, then {$500.00} respectively ). Bank of America 's systems then submitted another payment for nearly the entire amount ( {$4800.00} ) which essentially meant twice the amount owed was paid putting my balance into - {$4800.00} meaning they now owe me nearly $ 5k. 

I noticed this second unauthorized payment was pending and called Bank of America on Friday, XX/XX/XXXX to request they cancel this second payment. They said they were unable to do so and said I should call XXXX in an attempt to stop payment. I called XXXX the next morning on Saturday XX/XX/XXXX to request a stop payment but they were also unable to do so. I called Bank of America back that same morning and they said they would initiate a refund of the second payment which would take 3-5 business days to process. Evidently, this refund request was placed on their systems on XX/XX/XXXX. 

On the fifth business day, I saw the funds were not returned and called to ask what the delay was. The manager indicated that for refunds, the first business day doesn't count, so it would actually be another business day and to wait the following Tuesday ( Monday was XX/XX/XXXX, XXXX XXXX XXXX ). Funds still did not appear the following Tuesday. I was then informed that refunds can take 10-15 business days. I escalated again to another manager and was told that the refund was under review with the fraud department and could take up to 20 business days. I was then told to call back the next day and that funds should appear. 

The next day ( XX/XX/XXXX ), the funds did not appear. Another associate I spoke with then informed me fraud investigation can take up to 30 business days. I escalated once again and was told by manager (  last name XXXX with employee ID XXXX ) that I would get a call back from Bank of America within two business days and that some sort of resolution would arise. 

On XX/XX/XXXX, I did not receive a call back from Bank of America and called them back. They informed me that they could not tell me when funds would be returned and that there is no way they can contact fraud department to get an update. I asked if fraud was an outsourced department and they said this team was internal but they had no contact info. I asked about employee XXXX and they confirmed he is a Bank of America employee but that they have no way of contacting him either. I asked when my money would be returned and they said they don't know but could connect me with another random manager. I  declined this offer seeing as previous efforts were in vain and would be a waste of time.

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