Consumer complaint received 2023-11-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX I tried to make a ACH direct deposit cash advanced for {$15000.00} from Bank of America using a promotion that advertised no interest on said charge via their online mobile app. It was advertised as cash in XXXX business days I mistakenly entered a wrong number for my XXXX XXXX XXXX Account number. After not seeing the cash in my XXXX account after XXXX  days, I called Bank of America as something seemed off. I read back the correct account number to them and was told that it matched what they had. I also made them aware that neither the website or mobile app had any page where I could see the details ( amount, account #, not even a transaction ID ) of this transaction like with any other transfer or transaction. 

After a few more days of still not receiving the money ( now outside of their time window ) I called back again and was met with a lot of rude customer service and insistence that I needed to keep waiting for the transfer. I had to keep insisting that I speak to a manager as something was definitely wrong. 

It eventually came out that the employee had verified the wrong number. I called XXXX and they were able to locate the funds and return them to Bank of America. Bank of America verified that they had received the funds and that the transaction was reversed and complete. 

The following day I received an email from Bank of America stating that another {$15000.00} transfer had been initiated. I immediately called as I had not authorized anything like this after my nightmare experience the first time. I was told this this was a fluke email and that I had nothing to worry about. 

I received the same email the next day and saw money in my XXXX account and knew that something was wrong. After calling back again I discovered that an employee had access my account and initiated the transfer without permission. 

As I did not authorize this transaction I filed a dispute and left the money untouched in my account. I did not want to tell XXXX to reverse the charge because I had no idea where this money would go to if reversed ; I had no details of the transaction and did not know where it would be reversed to. 

After this I paid off my Bank of America card and waited for the dispute to be reversed and transferred back from XXXX. I received a letter in my online portal stating that they needed me to do long list of this things which seemed absurd for a transaction they know their employee illegally made. I kept the money in the same account throughout this time untouched. 

On XX/XX/XXXX after using the card, Bank of America immediately posted another {$15000.00} charge to my account stating the claim had been resolved and that I would be charged interest and fees accordingly for a transaction their employee made illegally and unauthorized.

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