Consumer complaint received 2023-03-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I have a Bank of America checkings account and a Bank of America XXXX  XXXX credit card. On XX/XX/, 2023, I mistakenly double paid the full balance of my credit card, resulting in two payments of {$10000.00}. When I paid first on my phone app, I didnt see a confirmation nor any change in my balances, so I went onto the desktop website and made a payment that reflected a change immediately. By the end of the business day I learned my mistake and called the bank to remedy the error quickly. 
First I was advised to wait until the transactions were no longer in a processing status. Once I did this I called back on XX/XX/XXXX and began the formal process of requesting immediate refund of my credit balance. I was assured my issue was being expedited and would be resolved within 5 business days because the payment had come from the same bank as the credit card. When I called again after 5 business days, the agent said it takes up to 10 business days. When more than 10 business days elapsed I called again on XX/XX/XXXX and was informed that this process takes up to two business cycles and they apologized for anyone misinforming me on previous calls. 
I called again on XX/XX/XXXX and XX/XX/XXXX, to impress the impact of the situation. I had lost all my liquid cash to this mistake, and now the rent was due and I could not simply pay that using my credit card, nor could I forward myself enough cash advance under the limits of my card. I would have accepted any change in my credit card limits that would have gotten me through rent without penalty, but this was not offered. I was informed that my issue had been escalated at least once and that a formal complaint had been issued on my behalf at least once. 
I received a letter in the mail dated XX/XX/XXXX that said my situation was being researched. 
On XX/XX/XXXX I went to my local Bank of America XXXX and met with an empathetic branch XXXX who called the company with me on speaker phone and tried to sort out what could be done and why this was taking so long when all accounts were under XXXX bank, and everyone could verify that my payments had already cleared. Meanwhile I found the website for CFPB and realized that under my understanding of regulation Z section XXXX, the lender XXXX be held responsible to return my balance to me within 7 days of receiving a written request. As the bank branch XXXX and I read this to the credit card company on the phone, we were transferred and I was suddenly offered a deal where my balance would be refunded in XXXX to XXXX business days! 
This was good news but also frustrating, because up until now I had been told multiple times that the initial estimates given to me of XXXX to XXXX business days were erroneous, and that they shouldnt have quoted such a short timeframe because these issues always take up to XXXX business cycles. Now on XX/XX/XXXX I was suddenly being told the opposite again! The company assured me it should never have taken this long. Regardless, I accepted their deal for XXXX business days remedy and forestalled my sending of any letter or submission of complaint to CFPB. 
When the XXXX business days were just about through I called the company again on XX/XX/XXXX. The agent informed me that a letter was being sent to me notifying me that, Were researching your claim and will notify you if we need additional information or when your inquiry has been resolved. Unfortunately, this is the exact language of the letter I received from them on XX/XX/XXXX for this very same complaint! 
I called XXXX final time XX/XX/XXXX to notify them theyve already sent this exact letter and that going in circles and asking for new timeframes to be observed would no longer be acceptable, I had lost all faith in any resolution time estimate they would give me and that I would be filing a complaint with the government documenting everything as best I could. The agent transferred me to her XXXX, and he explained he would handle it personally and it would be resolved in XXXX to XXXX business days maximum. I asked if I could have contact info to follow up on his quote, and he was willing to give his name, XXXX, but unwilling or unable to give his contact information. So I told him that this time estimate of XXXX to XXXX business days felt no more reliable than the prior estimates Id been given, especially because there was no way for me to reach him again and follow up. 
Therefore I am finally submitting my complaint to the government.

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