Consumer complaint received 2018-07-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CO
Product: Credit card or prepaid 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:
This complaint is DIRECTLY tied to an earlier complaint about XXXX. At the time, I didn't realize just how badly Bank of America had  XXXX   up. They are saying they deposited money into my XXXX account that I, XXXX, and a Bank of America branch manager can prove was never deposited. Please see dispute # XXXX for more details. 

This is going to be the same summary from the earlier dispute with XXXX, plus the later updates involving Bank of America. 

1. On XX/XX/XXXX, a business trip to XXXX resulted in the XXXX XXXX accidentally charging me ( and the rest of the team ) the full amount of my hotel room rather than just the deposit. My boss ' XXXX   card was meant to be used for the full payment as he was paying for the trip. Instead, it was my XXXX Business Debit Card that was used. The amount charged was {$1300.00}. 
2. The clerk at the XXXX XXXX IMMEDIATELY admitted the error and told me that the mistaken charge will not be processed, and would fall off within a few days. He made this claim because he was processing my boss ' card at that time and insisted both cards could not be charged for the same room. 
3. I immediately called XXXX, who told me they can not contact the bank linked to this account and that I should not worry about this, as the charge would fall off. The bank linked to My XXXX account was Bank of America. 
4. The charge does fall off. Then within a couple of days, XXXX charges the full {$1300.00} amount. 
5. I call XXXX, again. They issue me a credit and tell me that Ill be  hearing from their company within a few days. They also said I'd need to respond to their e-mails so they can investigate the claim. 
6. I never got a call or e-mail. 
7. XXXX reversed the credit. 
8. I start a second ( and final ) dispute. A new credit is given to me.

9. I call my bosses for help, in order to better show my disputed claim.

10. My boss makes certain that his XXXX  is charged, sending proof that it was charged and that a refund from the hotel would be issued to my XXXX debit card. 
11. Within a few days, on XX/XX/XXXX, I have that money back in my XXXX account. this shows it was a refund from the hotel. 
12. Almost immediately, I got an e-mail from XXXX stating that they would retake their credit as the hotel had refunded me on XX/XX/XXXX. Specifically, they said that no fault was committed BECAUSE the hotel had now refunded my money. 
13. Within about a week, that money is taken back out of my account. ( This should now be a wash with XXXX, as they had back their credit with the funding from the hotel. ) 14. Bank of America, meanwhile, never got that memo. These initial charges were still hitting. It tries to resend XXXX the funds it thinks XXXX is still owed, even though XXXX now how back the money they credited me. 
15. I go to Bank of America, they give me a credit for the {$1200.00} that hit that account. ( I had some funding left in XXXX, so the full {$1300.00} did not hit Bank of America. ) *** UPDATE : They also believe that XXXX now has the {$1200.00} they were trying to send. Bank of America is wrong. *** 16. I provided documentation showing Bank of America that XXXX had their money and did not need Bank of America to send them more of my money. As of XX/XX/2018, Bank of America said I can keep my credit. 
17. The same day, XXXX recharged me for the {$1200.00} it says is due. 
18. The same day, I called XXXX " manager '' XXXX in XXXX, AZ, who insisted that ALL aspects of my story are correct and that it is Bank of America that wants to reclaim, from my XXXX account, the money they credited. He states he can not contact my bank for me, nor stop the process of them retaking the credit they gave me, and that I'd need to talk to my bank. As I had {$0.00} in XXXX, I now have a negative {$1200.00} in that account. 
19. This same day, I go to Bank of America and meet with the branch manager. She tells me that they are not trying to reclaim that money and is willing to call XXXX with me. 
20. Still, on XX/XX/XXXX, XXXX " manager '', XXXX, told me that he has no record of the hotel EVER giving me back this money, which is why XXXX is trying to reclaim it. He does not mention Bank of America trying to reclaim this money, after initially insisting they are wanting to get back the credit given to me by Bank of America. ( The branch manager of Bank of America will also verify that XXXX insisted that I never got that hotel refund, hence the reason XXXX wants its money. Please look on XX/XX/XXXX and the refund will be shown from the hotel, on my XXXX account. ) 21. This same day, I ask my bosses to verify again that their XXXX  was charged and that I was supposed to get a refund. We want to make extra certain that the refund wasnt given to them, by mistake, due to XXXX statements. ( I dont want to lose my job over a mistake that was never mine, but this is causing HUGE problems and Im a new employee. ) Still, I have an e-mail from XXXX admitting the hotel gave me that refund. I'm showing a refund on XX/XX/XXXX, just as that e-mail claims. 
22. Also on this day, upon returning home, I get an e-mail from XXXX stating Bank of America is ( rightfully ) not giving them my money. 
23. I filed my XXXX dispute with you. 
24. ***Latest updates : *** Today, I learn from XXXX at the Bank of America resolution center that they are, indeed, trying to retake " their '' money from my XXXX account. The problem is that they believe they credited me after they had put that money in my XXXX account. The {$1200.00} was NEVER put in my XXXX account, as it is easy to verify. In spite of what they claim, they never did pay XXXX that amount as I was disputing it and the charge. Their " credit '' was merely me keeping my own money as XXXX now had their money. I don't know where that {$1200.00} went that they say they gave to XXXX. XXXX doesn't have it. The hotel says they didn't get it. I CERTAINLY DON'T HAVE IT as it was never deposited in XXXX. Bank of America may have tried to pay XXXX, but it never went through. Therefore, Bank of America is trying to take MY money, rather than reclaim the credit they say they gave me AFTER the funding landed in my XXXX account.

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