Consumer complaint received 2023-08-29
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I realized in XX/XX/XXXX that I was making payments to a credit card that was paid off back in XX/XX/XXXX, and that Bank of America was still in fact taking money from my account which resulted in a credit that is owed to me by Bank of America. Bank of America from XXXX, never reached out to me. In fact right now- for XX/XX/XXXX, they are saying I have a past due balance that needs to be applied to the credit that is owed to me. ( Can I laugh at that?! ) below is my experience from XX/XX/XXXX from the time I made a call to customer service until this point : In XXXX, I got a bank statement from Bank of America ( like I do every month ). I made minimum payments to pay it off ; and apparently paid this credit-card back in XXXX. I signed in XXXX and noticed that bank of America was still taking out automatic payments for a PAID OFF BALANCE, and in fact, I had a credit that is OWED to me. 
I talked to a XXXX ( from Texas ) in XXXX ; and she realized that you have been charging me every month for a paid off balance which was applied to my credit. She told me that this has been paid off since XXXX and is not sure why I was still getting money deducted from my account. She then proceeded to ask me for my bank account info, which I gave her in which the manager was working to escalate it to get me refunded. 
I called two weeks later and talked to another XXXX ( from Tennessee ) ; and she told me that they were working on it ; and told me that {$120.00} ( the XXXX payment ) was refunded to my account. I told her what about the rest of the months, she said that she is not sure and needs to send this to a manager to escalate. Mind you, every single time I called about this, I had to re-explain myself, which you might not think is a big deal doing so twice, but I have done this over XXXX times! She told me that I needed to reach out to XXXX XXXX as thats where the money was sent. I proceeded to look at the XXXX XXXX at the State of IL ; and received a notice ( attached as part of this letter ) saying that they dont have anything on file for me, from Bank of America XXXX Go figure, now I have to call you guys again. 

I called in XXXX and talked to a representative again, repeated myself again and talked to an untrained employee who needs to be retrained, and I can not remember her name for the life of me, but dont worry it will come to me and I will file a complaint. She proceeded to tell me that I have a balance that needs to be paid off ; and I said no I do not and that is in fact the money that I am owed back as I was being charged for a paid off credit card. She was persistent in telling me I owed this but because she lacks training and common sense, I told her to go back to anytime last year to see what that balance looked like and what it looks like now ; they are two different types of statements, and on the last page of the statement it states that this is a credit and I do not need to pay for it. I got no where with this untrained person in fact wasted an hour and a half of my time, and in fact lost nerves too having to work with people who lack common sense. Again, no customer service experience or the mindset to think outside the box. 

So, I called again a few days later, and spoke with a gentleman out of XXXX, who told me that he can help me when I explained my situation and asked to speak to a manager. He transferred me to a manager who proceeded to say he is going to look into this and call me back, and guess what, he never called me back and neither did any other managers that promised to call back instead of flat out lied, cause guess what, I had to call AGAIN! I believe his name was XXXX the manager. I explained to him to look to see when I paid off my balance and that BoA never reached out to me about paying off a credit card that I dont owe money to. He said he is going to look at it and call me Thursday at the latest ( and we spoke on a Tuesday ) so 2 days later and nothing. He said he was going to call XXXX XXXX for the State of IL because apparently, its listed on the BoA end that they paid it to them, but the state doesnt have it, so I dont really know. Either way, he said XXXX call me Thursday, so I waited until that next week to allow for more time. 

As I promised myself, I called BoA that following Tuesday and spoke to another manager, explained myself again that lied to me again. I gave my bank account information again ; he said he was sorry and is going to help, and nothing again. This is the most frustrating experience ever, and I am going to sue if this does not get resolved. I did see that BoA was sued for not paying people out their rewards, and I feel like this is the same thing- BoA scamming people into not giving them their OWN money back.

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