Consumer complaint received 2023-08-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
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:
On XX/XX/XXXX I noticed that {$200.00} was taken from my personal savings account. I called Bank of America customer service number right away and asked what it was for. Eventually I was told that it was a offset payment taken for my business credit card that was in default. It was closed as was my business checking account because I have not made money with that business to date. After a few transfers I spoke with someone about setting up a payment plan and had to see if I qualify to make under {$50.00} per month payments. She took my information and said I qualified for {$48.00} per month and that I needed to make my first payment within 30 days or the payment plan would be denied. I asked her about the {$200.00} money they took from my savings account and she said that normally they don't refund an offset but considering it was my rent money, she would escalate it up to a supervisor. I waited till Saturday XX/XX/XXXX and called because I didn't hear anything about whether the money would be returned or not and the money was not back in my savings account. The lady that I spoke with said she had in the system that I would be getting the money deposited in my account on Saturday. I said ok, today is Saturday! She said yes, give it to the end of the day. I did and still no {$200.00} was returned to my savings account. It was not returned on Sunday XX/XX/XXXX, Monday XX/XX/XXXX and on Tuesday XX/XX/XXXX it still was not in my savings account. I called the BOA customer service number and asked to speak with someone in the Business credit card offset department. After I got transferred 1 or 2 times, the lady said that she did not see where I had made any payment plans. I told her when I called on XX/XX/XXXX that I made the payment plan for {$48.00} per month and I would like to speak to her supervisor ; she transferred me again. This time I spoke with XXXX XXXX. I told him everything again and he said they do not return offset money pulls. I said that's not what I was told when I called in on Saturday. He also said that I was told the {$200.00} was a down payment for the payment program I was entered into. I was never told that it was a down payment. I was told the issue, my request, would be escalated to a supervisor for approval since that was not a decision she could make. Also told him about the Saturday conversation but he kept saying no they will not return it. I asked to speak to his supervisor and he said it will be 24-48 hours and what was my phone number. I gave it to him and asked for all my " recorded '' messages to be sent to the supervisor too so they could hear the real conversation and not the falsely written notes from previous conversations. XXXX XXXX called me back about an hour later. I told him everything again too. He said that it is in the Terms and Conditions when I signed up and I asked him to email it to me and he said that I could look it up from when they emailed it to me. He said that in Texas they have the right to offset. Taking money from my personal savings account to make a business credit card payment does not seem right. Please advise!

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 explanation