Consumer complaint received 2021-04-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MT
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:
My problem is with Bank of America, credit card payment. On XXXX XXXX I paid the bill owed to the company. Within minutes I realized I paid more than what was needed. I called Bank of America Client Support Center and spoke to an agent who said that the payments were already processing and I had to call to get it refunded to my bank account the next day. On Tuesday XX/XX/XXXX I called Bank of America once again and was told that my refund of the payments would be processed and show in my bank account 24 to 72 hours later. I called early in the morning so I assumed that XX/XX/XXXX was the start of the 24 hours. When I received nothing from Bank of America I called their support center once again. I spoke to a XXXX who was from CA and was told that the refund was processed the day before on XX/XX/XXXX and I should receive it within 24 to 72 hours. During this time I had called XXXX XXXX XXXX  XXXX XXXX pretty much everyday to see if the funds were being returned to my bank account. Everyday the bank told me nothing was being presented for processing. On XX/XX/XXXX I again called Bank of America and an agent told me nothing had gone out from the company so I was transferred to supervisor named XXXX in AZ who said that the request had been denied. Asking why, she said she wasn't sure so I was put on hold while she tried to find the reason. When she returned I explained again I had paid the amount owed but two additional payments were accidently paid to BofA. She said she was expediting the request so I should be getting the funds repaid within 24 to 72 hours. A few hours later I called back to BofA as I saw that XXXX tried to call back to confirm everything as ready to go and I would receive the funds in 24 to 72 hours. I spoke with XXXX from CA who did confirm the funds were being sent to my bank within the time indicated during previous conversations. I continued to call my bank throughout this time frame and the fund were never presented for posting. The agents at XXXX XXXX XXXX  could not understand why the funds had not been transferred back as they came out on the XXXX and were posted to my XXXX  account on XX/XX/XXXX. On XX/XX/XXXX after I had not hear anything or nor seen any attempt at following through with the repayment I called BofA again. This time I spoke with a supervisor named XXXX from CA. She told me that I had been misinformed previously and it would take 30 day or more to receive any funds. I do not understand as they took the funds so quickly out of my account and I called to explain the situation within a few minutes. All I want is my {$380.00} back, not a huge number, not even a drop in the bucket for BofA, and yet I have continued to be lied to, dates and times changed and misinformation and mismanagement of the payments I've made for the account to continue. This to me has been unethical, cruel and heartless. Yesterday after I spoke to XXXX I had an XXXX XXXX XXXX, which in the beginning felt like a XXXX XXXX but I knew it was not that, so I tried to relax and began to seek other ways of compensation or help. I finally was given the number for the Consumer of Financial Protection Bureau. I was directed to fill out this form to try to resolve this issue. 

I desperately need your help with Bank of America as I can not understand why they would lie and treat any customer in such a way. I also believe I should be compensated for time and pain inflicted by this process. NO ONE SHOULD EVER BE TREATED THIS WAY. I am a human being who was damaged by this process and my health has suffered.

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