Consumer complaint received 2023-12-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/2023 I had multiple unauthorized transactions from XXXX. Claim ID : XXXX. The claim total was {$2200.00}. On XXXX XX/XX/2023 I received provisional credit for the claim. On XX/XX/2023 one of the merchants refunded me {$510.00}. I recevied a letter from Bank of America stating they would recoup this amount from me due to provisional credit and did so succesfully on XX/XX/XXXX. XX/XX/XXXX I received a letter from BofA that my claim was won in my favor and that out of the {$2200.00} the {$1600.00} credit was now permanent. Case closed. Now, come XX/XX/2023 I wake up to find a misc debit in the amount of XXXX was taken out of my account. I called to inquire why this amount was taken and for what? Every Customer service representative that I spoke to said that they were escalating my claim, blah blah blah. I stated that they can not double recoup the credit taken already. They STOLE my money and I expected for immediate rectifying of the situation since it was their error. Over and over all I heard was our back office has to fix it, they are a no contact office-They only read our notes. I asked to speak to a supervisor after one of the CS was completely rude and she was still like you owed that credit back. It has taken 6 days for them to finally understand that there was XXXX transactions with same amount by XXXX different vendors. They said we are sending back for reconsideration. "!!!!!!!!! '' There should be no consideration when you take money that was already paid back. The credit they took was a permanant credit!!!!!!!!!!! This is stealing. Finally I got another manager on the phone and she stated that she see 's where the error occured and it will still take the " back office '' of the claims department XXXX more business days to fix the error. This is beyond disgusting! This is my money that was stolen from and their procedures are XXXX! If a bank makes an error, there needs to be a quicker way to remedy the situation. I am considering filing a lawsuit to due the reprucussions of their mistake! 1. I had my work corporate card payment coming out of my account the XXXX and due to them taking out the debit ( stealing ) my money, my work card payment was returned and my company has a XXXX return payment policy. My work card is now CLOSED. I could have lost my job ( and still could ). 2. This was right before XXXX and today is the XXXX of XXXX and my money has STILL NOT been returned to me. I had to borrow money from family to finish shopping for XXXX for my XXXX XXXX children. The harm and emotional damage this bank has caused me is beyond horrible. I STILL DO NOT HAVE MY MONEY BACK. No one is willing to help and you can not talk to someone who fixes immediate errors. I hope the CFPB looks into these policies and procedures for fixing their own errors in timely fashion. My livlihood has been struck hard by this. I AM NOT HAPPY! I will see you in court BofA. My new phone number is XXXX.

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