Consumer complaint received 2023-06-15
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OH
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
New statement balance was {$7100.00}. I rarely use this credit card and so had forgotten that it was set up for automatic monthly payments. The Bank of America website and statement do not show that the account is set up for automatic payment, so I made a manual payment. As a result, TWO payments were made out of my checking account. 

XX/XX/XXXX : Called BofA and requested reimbursement of the {$7100.00} extra payment made. She requested my checking account number and routing number and said I would receive it " within 10 business days ''. 

I called about a week later to confirm the payment was in the system and they reconfirmed and repeated that the process takes " up to 10 business days ''. 

Friday, XX/XX/XXXX ( 10th business day ) : I called that afternoon because it still was not in my account. She re-confirmed the request was in the system and said she could " assure '' me it would be in my account over the week since this was the 10th business day. 

Tuesday, XX/XX/XXXX ( 12th business day ) : I called because I still had not received the payment. She confirmed my prior calls, but said the way the request was put in the system was not for a payment within 10 business days, but " within two billing cycles ''. She put me on hold to confirm with a supervisor she could request an " expedited payment '' and said it was now in the system as such and I would receive it " in XXXX XXXX XXXX XXXX ''. 

Thursday, XX/XX/XXXX ( 14th business days and more than XXXXXXXX XXXX  after last call ) : I told my story, he said he would transfer me to a supervisor, the next person I received was speaking XXXX and was not a supervisor, transferred again. I had to provide the long story again to employee XXXX was reporting to be a supervisor. She explained that my payment was not in the system as an expedited payment, but was still in the system as being paid " in two billing cycles ''. She had no record of an expedited payment being put into the system during my call two days prior. She " assured '' that she now had it in the system and I would receive an " expedited payment '' that would take " XXXX XXXX XXXX XXXX  ''. 

This is over {$7100.00} that I blame Bank of America for taking from me in the first place due to not identifying on the statement website that I am setup for automatic payments. It's now three weeks after requesting my money and I have no confidence at this point that I will actually receive it in the next XXXX XXXX because everything they told me during the first five has been untrue. According to my phone log, I've also wasted XXXX XXXX of time trying to get my money back. At this point, I believe I should be paid penalties, interest, and reimbursements for my time and stress. It has caused me a lot of problems.

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 non-monetary relief