Consumer complaint received 2018-01-15
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX, went to Bank of America to send a stop payment on three payday lenders because I filed them under litigation with XXXX XXXX XXXX on their practices. I notified the banker if she can make a copy of my letter that I have sent to them and she told me that it was unnecessary since it will be done in the correct time. I then noticed that my account was drafted onXX/XX/XXXX in the total amount of XXXX from two payday loans ( I filed three stop payments ). I called Bank of America on XXXX XXXX, XXXX and notified them of the incident. The telephone banker stated that the stop payment was done incorrectly and restarted the stop payment. I filed a claim stating that the withdrawal was done without authorization and they credit my account pending the investigation. Apparently, Bank of America sent my notifications electronically when initially, they were sent through the mail. I did not authorize for my claims documents to be sent electronically. In XXXX, I found out they sent a notification stating that the credit will be reversed stating that the charge was done in authorization and that I should contact the merchant for a credit ( the third stop payment was credited successfully and stated that they were at fault stating that they did not send documentation and the charge was not authorized ). Since I was under litigation with the merchants, I could not contact them and I asked how was that valid since I told the telephone banker that it was not authorized since the merchants were placed under litigation. They said that the withdrawals were done on XX/XX/XXXX and my stop payment was done on XX/XX/XXXX which was incorrect. They told me to submit documentation and they would reopen my claim. In XXXX, I submit documentation, the letter I gave the banker and the merchants, and the first ( which dated XX/XX/XXXX ) and second ( which datedXX/XX/XXXX ) stop payment filings. I did not receive a response so I called regarding my claim. They told me to wait until the end of XXXX and I will receive a response. I called in XXXX and they told me that I will have to wait until the end of XXXX. Both instances I asked for this to be expedited since this has been going on since XXXX. I called at the end of XX/XX/XXXXand they told me the same thing. They just sent me a notice, electronically of course, stating that they will not reverse their decision. The reversal of the credit also ended up with {$110.00} of overdraft charges due to other transactions coming through the account when they did the reversal. I was amazed at how two lenders charges were listed as authorized but the third, which all stop payments were done at the same time, was listed as unauthorized and I received my credit. I think the telephone banked deleted the initial stop payments from those merchants and created new ones and that is the reason why I am still dealing with this situation.

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