Consumer complaint received 2023-01-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
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:
This is the complaint sent to Bank of America in regards to my XXXX XXXX Credit card ending XXXX my details are. ( I have updated the complaint at the bottom with a follow up email sent today ) XXXX XXXX Account Ending XXXX XXXX XXXX XXXX XXXX XXXX California XXXX Dear XXXX Im writing to make a formal complaint and request a rapid resolution to a catastrophic chain of mistakes your end which have left me {$4700.00} out pocket from our checking account ( 4 days before XXXX and potentially into the XXXX XXXX! ) Around 2 months ago I changed my checking account to a different provider. I followed the usual steps to change the statement balance autopay of my BofA credit cards from my old BofA checking account to my new checking account. 

I called around a month ago to because I was told one of the Credit Cards ( ending XXXX ) was past due. I was advised the autopay would take a while to restart and so was told to make a manual payment to avoid charges. I did, paying the statement balance of {$4700.00}. 

Around a week later, I noticed another {$4700.00} had suddenly left my checking account. I confirmed it had gone to you called as soon as I noticed request this money be returned and any issue with the Autopay be resolved. I was asked to phone back the next day as the appropriate department was closed. I did. I was asked if I would like the {$4700.00} returned to the XXXX account where it had been taken. I confirmed. 

Today, I noticed that $ XXXX had been taken from my XXXX credit card balance but nothing had been returned to XXXX XXXX. I called and was transferred 4 times over the period of XXXX hour including to XXXX and her floor supervisor XXXX ( XXXX ) who could barely muster an apology but confirmed : A week ago they attempted to send $ XXXX to me rather than the full {$4700.00}. 
The amount had been incorrectly sent to my closed BofA checking account and had bounced back. 
A check had been mailed but no ETA was available. 
A payment of $ XXXX with no good will could be issued but would take XXXX working days to arrive I pointed out that this would be catastrophic for my XXXX plans as the payment would arrive in the second week of XXXX! 

I am requesting the following immediately please : Return by same day wire of the $ XXXX to my XXXX account Goodwill gesture to cover rinsing our checking account to critical levels at XXXX! 
Assurance that the autopay on the account is working correctly and no future problems will occur Please will you call me on XXXX on XX/XX/XXXX to confirm the above steps. 

Thank you in advance, XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - I am following up this email on XX/XX/XXXX to make the following further complaint. 

A XXXX XXXX called on XX/XX/XXXX. I narrowly missed the call and called straight back leaving XXXX messages requesting a call. I did not receive a call until XX/XX/XXXX. 
I restated my complaint and was told it would be resolved within 1-2 days. 
As of today : No further calls, letters or emails The {$4700.00} has not been returned to me The {$3900.00} amount has also been removed from my credit card statement but not returned to me It has however been removed again from my credit card balance which leaves the following : {$8600.00} that you owe me A credit card that XXXX cant use because it shows a balance beyond my limit. That means I can not book an urgent flight. 
A checking account balance that is critically low I REQUEST THE CASE TO BE ESCALATED ABOVE XXXX XXXX ON THE BASIS HE HAS FAILED TO COMMUNICATE WITHIN A REASONABLE TIME FRAME AND HE HAS MADE THE PROBLEM TWICE AS BAD! 

I REQUEST AN IMMEDIATE CALL BACK ON XXXX FROM A SENIOR MANAGER PLEASE. 

Regards XXXX XXXX

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