Consumer complaint received 2020-02-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
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:
I have a credit card with Bank of America. A few months ago I had an overpayment that resulted in a credit of {$63.00} on my account. On XX/XX/XXXX, the bank debited {$63.00}, labeled as UNCLAIMED CREDIT ( see card statement attached ) without returning the funds to me via any form. 

In the past 6 weeks or so, I contacted the bank 4 times ( see phone call history attached ). Each time I received different and even contradictory explanations, and each time they said the money was sent to me and I should wait for a certain number of days, after which I did not receive it. Below is a summary of all the conversations we had. 

- Phone call # 1, XX/XX/XXXX : Agent # 1 told me that they turned the money to the state, NY in my case, as unclaimed property. She gave me a link to search for unclaimed property in NY. I searched after the phone call and nothing came up. I even searched today, XX/XX/XXXX, it was still not coming up. 
- Phone call # 2, XX/XX/XXXX : After learning that the unclaimed property is not shown on the states website, Agent # 2 said they could stop the payment on the check mailed to the state and make a deposit to my checking account at Bank of America. I approved him to do so and he said I should wait for 5 business days. 
- Phone call # 3, XX/XX/XXXX : It had been 9 business days and I had not received the deposit. Agent # 3 told me that there was a delay. Everything looked fine on his end and I should receive it in another 2 days. 
- Phone call # 4, XX/XX/XXXX : I had still not received the deposit after another 3 business days. I called again and this time, it got ridiculous. Agent # 4 at the credit card department told me that the previous agents were wrong. She said they it was not an option to make a deposit to me and they had to turn the money to the state. She transferred me to Agent # 5 at the unclaimed property department. Agent # 5 searched her database and could not find the unclaimed property. She said that this meant the money was still handled by the credit card department and transferred me to Agent # 6. This time the conversation went really long, Agent # 6 consulted her supervisor and checked a lot of information. In the end, she assured me that they could make the deposit to my account and I should wait for another 7 business days.

It has been 9 business days after my last call with them and I have still not received the deposit. Overall it has been more than 6 weeks and 4 phone conversations and they still owe me the money. 

The communication was terrible because they contradicted each other and now I had completely no idea where my money was. I did not want to contact them again and repeat this endless nonsense, for which I seek help from the CFPB. Thank you very much.

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