Consumer complaint received 2017-05-03
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I am writing regarding a matter that has caused me serious financial ramifications, which could have been prevented had Bank of America been forthcoming with me, and followed their own procedures. On  XXXX  around  XXXX    XXXX   ( give or take an hour ) I inadvertently chose the wrong account during a transfer from my Checking Account (   XXXX   XXXX   ) on Bank of America 's mobile app. I sent {$1100.00} to my Credit Card account rather than my other  Checking Ac count (  XXXX  ). I called Bank of America immediately and spoke with their checking/debit department. The woman, I regret forgetting her name, informed me she had cancelled the transfer and told me I neednt take any further action. She further notified me that my {$1100.00} would appear back in Checking  XXXX , with verification via the mobile app once I refreshed the page. Upon refresh, the {$1100.00} was back in Checking  XXXX . I then completed my transfer from Checking  XXXX  to Checking  XXXX .     The next day (  XXXX  ) I noticed that my Credit Card account had an excess of around {$900.00} and that my Checking XXXX  was now - {$1100.00}. I called the  Checking/Debit D epartment back, explained that the first transfer was cancelled and asked what happened. They sent me to the Credit Card Department where the woman told me that they would be taking the  XXXX  sent to my Credit Card account and send it back to my  Checking  XXXX , balancing everything out. I was told it would take up to 10 days but it usually was a  3-5  day process.     Two days later (  XXXX  ) I checked my accounts to find that my Credit Card account was completely missing from the app, had been closed without my permission, and my Checking XXXX  was then charged  XXXX  {$35.00} fees. On Monday (  XXXX  ) I called again, spoke with the  Checking  Department who after being transferred to a supervisor credited me back the {$70.00} in fees. The supervisor told me that NO  ONE h ad indicated that the first transfer was cancelled or that it was a mistake, no one put notations in whatsoever. I was then transferred to the  Wealth Management  Department. The woman there could n't help me, but she put in a request for an investigation to try and get my Credit Card back open reinstating any balances I owed and have the {$1100.00} sent back to my Checking XXXX . She told me it would take upwards of 2 days.  Sidenote : My Rent  was due  XXXX  and I was waiting for a payment from  XXXX  of my jobs that was sent to  Checking  XXXX  on  XXXX , but since Checking  XXXX   was negative I did n't get the payment from my job. I 'm now facing upwards of {$200.00} in late fees due to having to wait for this Bank to fix this mess.     I received a call on Tuesday  XXXX  from the Investigator, but I was in a meeting. He left me a voicemail with  XXXX  numbers, his direct line and the  Wealth Management d epartment. He would n't answer his direct line, so I left a voice mail and then called the  Wealth Managemen  XXXX  Department again around  XXXX     XXXX  . The woman who answered had no idea what I was talking about, or what I was calling about. She sent me to  XXXX , a Credit Card  specialist.    XXXX  told me of some notes the e investigator l eft in the account. The amounts were guesstimates, I was too upset to remember all the amounts and for that I apologize. He told me " The investigator left a note here, so please do n't shoot the messenger. We are unable to credit back the full amount as the Credit Card had an overdue balance owed of {$150.00}  (  guesstimate ) but the remaining {$150.00} ( guesstimate ) will be placed back into the credit card account after it has been re-opened and a check of {$950.00}  (  guesstimate ) will be sent. '' He then transferred me to another Credit Card Specialist,  XXXX   XXXX , who was extremely rude and insinuated I had made the error rather than the bank, and made it seem as if I was a criminal trying to scam them, rather than to get access to my own funds.      XXXX   XXXX  informed me that what  XXXX  said was incorrect. She told me that in her "  nineteen y ears '' of being at Bank of America she had never seen anything like this happen and that they had closed the account because I paid it off. This, of course, despite the fact Bank of America has not had a mobile app for nineteen years. She ignored my explanation that the first original transfer was cancelled and had been a mistake. She was rude and talked down to me, then had the gall to offer me to re-open the CC to start a new line of credit. It was due to her attitude that made me realize I wanted to close all my accounts with Bank of America, and plan to do so at the next opportunity.     The purpose for my complaint is two fold. First, I dont believe anyone should have to go through the hassle, condescending attitude and horrible customer service afforded to me. Secondly, I want to ensure Bank of America refunds any and all fees and charges, apologizes, and assists me in transferring all of my business to another bank.       Please open the attachments I have with  XXXX   XXXX  as I have attached comments next to the highlighted items.

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