Consumer complaint received 2018-08-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX I called in to Bank Of America to report charges that were being taken out of my account every month by three vendors. This is despite me calling and trying to rectify this with the vendors and also calling in to the bank and having new cards issued. The change in cards did help with some of the vendors but it did not work with these particular three. How they were able to continue to debit funds even though I had changed the card is beyond me. They only knew the card number, so how were they able to continue when the card number was not active anymore? They didn't have knowledge of my account number. In any event when I called in on the XXXX of XXXX the claim had to be made on all of the cards that had been involved. Since there was card changes over the span of my account. So the charges that were credited back to my account was as follows, two charges of {$43.00}, two charges of {$47.00}, six charges of {$35.00}. The representative that I spoke with told me that there would be a block placed on these vendors so ensure they were unable to debit funds from my account again. I had to be transferred to another department after the claim was filed so I could speak with the department that was able to place such block. Ok, all was well. 
The next month on XX/XX/XXXX, there was a charge from XXXX for {$39.00} then on XX/XX/XXXX there was XXXX again for {$35.00}. So the block on those merchants did not work. I had to call in and report this and also make a claim on the new charges, I did this on XX/XX/XXXX. I explained the whole situation to the rep. He processed the claim and he also made sure that the block was put in effect correctly so that this would not continue to be an issue. On that day XX/XX/XXXX I was credited the {$35.00} only, then on XX/XX/XXXX i was issued the {$39.00}. 
Then on XX/XX/XXXX there were six {$35.00} credited back into my account. I don't know why nor did i even notice this until i began looking very closely at my account because of all the craziness that has transpired. 
On XX/XX/XXXX there was two of the {$35.00} charges reversed. Then on XX/XX/XXXX they took back the {$43.00}, on XX/XX/XXXX they debited four charges of {$35.00}, on XX/XX/XXXX they debited out the {$240.00} that was the amount in which the original claim had acquired in fees. On XX/XX/XXXX another three charges of {$35.00} where debited out of my account. So that totals {$610.00} that the bank decided to reverse. I called in on XX/XX/XXXX to get some resolution because at this point they had my account in the negative over {$400.00}. The rep that I spoke to told me that the claim was denied because it had been placed outside of the 90 day window allotted. Well when I asked her to please check what date I made the claim because it was not past 90 days, she agreed and apologized. She then said that that was going to put in a escalated reconsideration for the claim and that it could take up to 60 days for them to come up with their answer. This was completely unacceptable, I voiced this to the rep although that got me absolutely no where. 
As I have waited I have received three paychecks via direct deposit and the first two were completely XXXX out to cover the insane overdrawn status. The third one got cut in half because once again the charges for being overdrawn just keeps adding up.

I have called in several times and have been on hold for probably no less than 10 hours. I have been transferred to a manager just to be disconnected while on hold for the  manager to get on the phone. On Thursday XX/XX/XXXX I finally spoke with a rep that seemed like she was going to actually help my situation once and for all. The story has now changed from I didn't report it within the 90 days to it was because of duplicate claims being made. The rep on Thursday informed me that I needed to call in earlier because the department that could fix the issue leaves at XXXX eastern time. She was going to make all of the notes needed for the next rep to understand completely the situation. Since every time I called in the new rep would have a completely different story then the last. 
The next day I began calling in at XXXX, after the usual 45 minute wait to speak with a rep, a rep answered. I asked her to transfer me to the reconsideration office with a manager from the very beginning. She would not transfer me and and insisted on having me go over the whole story again with her. I told her that there should of been some notes for her and to please transfer me because I did not want to miss the department that could actually help me come to resolution. She told me no again. I specifically told her that if the department closes and I am not able to get this situated that it was her fault for not transferring me despite me asking over and over. She basically just read the same thing that everyone had been reading to me. I am not calling in because I cant read and need someone to read me what it says, im calling for narration, im calling for resolution. Just because they read the notes doesn't make it right either. I finally convinced her to transfer me to a manager after she read me what she saw and then actually told me that she had done everything she could do ... .. Which was absolutely nothing except waste time that mattered. When i got transferred to a manager after a 45 minute wait he started introducing himself when we lost the connection. I could not believe it! So there I was calling back again and its now about XXXX. The usual was happening, longer than usual hold times and someone would call me back in 50-110 minutes ... ... ... ..I had no choice but to wait for the call back. 
A gentlemen calls me back, i try explaining the situation and tell him that the rep from the previous night said she would leave detailed notes so you guys would be well informed. He says oh yes, the back office is closed at the time. The backoffice is apparently the only department that can fix this nightmare. So he explains to me that there is nothing further that he can do except wait for the back office to respond to the escalated reconsideration. He tells me that it can take 24-48 hours before the backoffice even recieves the case and from that time they have 60 days to decide. Now keep in mind that my issue had been escalated in the beginning of XXXX. 
Three of my paychecks that are direct deposited have been deposited since this fiasco began. The first two were simply applied towards the negative balance that you guys have me under that is 100 % a mistake on your behalf. When i called in XXXX to report that XXXX and XXXX were able to debit my account again, you guys credited me back one for XXXX and XXXX but for some reason ten days later six credits  of {$35.00} were credited. That is why the whole duplicate claim scenario has came about. Instead of just correcting the six duplicate charges of {$35.00} from XX/XX/XXXX, you guys have reversed thirteen charges of {$35.00}, you guys reversed the {$240.00} on XX/XX/XXXX that was credited to me because of all the fees incurred, also XX/XX/XXXX a {$43.00} was reversed. The only charges that were duplicates were the six {$35.00} that were credited on XX/XX/XXXX. So the only thing that should of been reversed was six charges of {$35.00} and thats it. 
However this is not what has happened and despite me doing everything that i can, calling everyone, going into the bank and being told that the bankers dont do this type of issue. The banker in the bank actually called the phone number and waited with me on hold for about 50 minutes and then let me talk to a rep on the phone. I mean thats insanity. 
For a month and a half I have not been able to access any of my money. I have not been able to get any money from my paychecks. My APS got disconnected on Wednesday and I am staying at my sisters house because I cant pay my bill. I missed my first day of a new client because I didnt have XXXX dollars available to me to put gas in my car. Every rep that I have spoken to and voiced this desperate situation to has simply said theres nothing they can do. Well I did some research of my own and you guys are supposed to have a definitive correction no longer then 15 days. So back in the beginning of XXXX instead of that rep telling me that they had 60 days to respond, she was wrong. 
I dont have electricity, i have to pay a huge deposit again to turn it back on ... Thats just one of the many problems that this has caused me. I want proper resolution. I did everything I was supposed to do as an account holder and I abide by all the regulations you guys set for me. Why dont you guys have to do the same?

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