Consumer complaint received 2018-09-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
XX/XX/2018 I cancelled an automatic transfer for my rent in the amount of XXXX to my then landlord based on I was moving in XXXX. In XXXX the transfer went thru anyway I Called the bank to ask what happened they told me it usually takes 30 days for the cancellation to be processed but they could cancel it for me i submitted a fraud claim as well. I was able to contact my landlord and he was able to redeposit the funds in full to my account. a week later i received an email that made me think the transfer had not been cancelled so i called the bank again was told it wasn't cancelled and they were again cancelling it for me, another week later i received another email stating the transfer info need to be updated which again made me think it was not cancelled and again i called and was told a manager needed to cancel and was transferred to one who expressed to me a 3rd an final time that the transfers had been cancelled i asked them to make sure because i couldn't afford this mistake to happen again i was again reassured it was definitely stopped and cancelled. XXXX and XX/XX/2018 i didnt have any issues but on XX/XX/2018 {$1500.00} was taken from my account and paid to my old landlord ( i moved from his property in XX/XX/2018 from XXXX to XXXX ) i called the bank told them this as well as expressed i no longer can contact my old landlord i dont have his contact info any longer i have a new phone. I also pointed out this was a banking error not mine ans they should fix it and credit back my account. It was confirmed by the agent it was a banking error and i was credited XXXX to my account i also asked for written confirmation that the transfers are indeed cancelled and instructed to call back on the following monday to receive the XXXX balance 2 days later the credit was reversed and i was then overdrawn. Ive been calling the bank since XX/XX/XXXX trying to recoop my funds i was told each time i called that the transfer was still active as well and have been transferred to a number depts from ecos, ecoe, mone money, sw deposits, customer service, deposits claims, online banking claims, and tech support as well as the back office just to name a few. No one seemed to know where or who i needed to speak with to actually get the transfer cancelled and to recover my funds. Finally on XX/XX/XXXX or XXXX i was told by a rep it was finally really cancelled i again asked for confirmation and to this day have only received the one for the XXXX. Finally i spoke with tech support based on at this point i was being told that there was no proof that i asked and was told that tue transfers were stopped so since there calls are recorded i asked for a supervisor to review the calls to confirm that I was telling the truth amd it could be noted on my account that it was indeed a banking error ( everyone i spole to prior except managers acknowledge that it was a bankong error ) end result spoke to a manager in the back office she acknowledged it to be a bankong error finally but said there was nothing she could do based on bank of america not having anything into place meaning a claims dept for automatic transfers. So i am now reaching out to you! This is a banking error my money isnt safe and they just gave away {$1500.00} of my money ( without my consent at this point ) that i trusted them to hold and are refusing to return it. Note i moved to XX/XX/XXXX was getting settled about to rent a place but had no money to pay rent and had to give it up. Theyve left me in a financial bind at this point dragging this out for a month leaving me extremely stressed out and on the verge of being homeless.

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