Consumer complaint received 2021-02-14
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
This issue started in XX/XX/2020. I was attempting to make a XXXX USD payment, to my Bank of America Secure Credit Card. I opened up the Mobile Banking Application on my cellular device to the Bank of America website. When I first attempted to make a XXXX USD payment, the software thought I said to pay the entire statement of charges, which was XXXX USD, and the software was processing the payment. When I realized what the software was doing, I said to self. I only needed to make the XXXX USD payment. So I then went back into the mobile banking application to make the XXXX USD payment. So at this juncture, two payments for XXXX USD XXXX USD payment had already been made. The very next morning, I attempted to contact customer service at Bank of America, to rectify the situation and to make sure that both previous payments has been declined and a XXXX USD payment was made via telephone. After 1 hour and 38 minutes, I finally reached the customer service. I explained the situation about the mobile banking software debiting XXXX USD and I needed her to cancel the previous transactions and take my telephone payment of XXXX USD, to cover XXXX 's payment. Prior to contacting customer service at Bank of America-the 1 hour and 38 minute wait call, I contacted my XXXXXXXX XXXX, to let them know about the mobile banking software for Bank of America and how it could potentially overdraw my checking account. The XXXX XXXX Member Services Associate immediately opened up a claim at the bank, that claim number is XXXX. Back to Bank of America-after a few days, I attempted to contact Bank of America once again, to find out why they debited my checking account for the XXXX and I knew about the XXXX USD payment that I was truly initiating. After the young women went and debited my account after I asked her not to. Telling her that it was going to overdraw my checking account, I said enough is enough and I closed out the secure credit card. The secure credit limit was XXXX USD. Now three months later, Bank of America, is pinging my credit reports with negative commentary, stating that the credit cards payments were declined and that I am now 3 months in arrears. All due to the faulty Mobile Banking Software. I have been in a constant contact with XXXX XXXX and have asked them every way that I can-'Did bank of America, receive all three payments XXXX USD '? This is the amount that closed out the account and paid it in full. Chime bank reports to me today via Honorable Ms. XXXX, stating-'Yes, all three payments were made to the account. It is closed and paid in full. Not just that, Bank of America actually charged you XXXX twice ' ... I have XXXX XXXX XXXX Plus and all of this hoopla is making my XXXX+ worse. Waking me in the middle of the night. I have moved into my sister and brother-in-laws home due to the XXXX+, after they had noticed changes in my being. They have stated that 'you shouldn't worry about this issue. You need to have the credit bureaus clear your report of the derogatory comments and you should sue Bank of America for Defamation of Character, Mental Anguish, Slander, and a whole bunch of other hoopla. They are very good people. If you have an email address I would be happy to submit my XXXX Banking Statements for XXXX 2020, which actually shows when, where, how the payments were made. Several dates noticeable on the banking statements : XX/XX/2020, XX/XX/2020, XX/XX/2020, XX/XX/2020, XX/XX/2020, XXXX, XX/XX/2020, XXXX, XX/XX/2020, XX/XX/2020, XX/XX/2020, XX/XX/2020, XX/XX/2020, XX/XX/2020. As I sent a letter off to Bank of America tonight XXXX, it reads in the final statement-Your organization has either misapplied the payments, one of your people has the COVID-19 virus and is sick or you have someone that pilfered the payments. Since I live on Social Security and a small VA Pension and since I know almost nothing about suing a company, that probably won't transpire, but they can not get away with espionage, high treason, subversive activities, sedition, corruption and or greed. I reside in the HUDVASH housing program and if they are not stopped I can lose my housing voucher.

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 non-monetary relief