Consumer complaint received 2023-06-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
In Bill pay in Bank of America, paid an account With XXXXXXXX XXXX that was closed and had been paid off years ago in error. The loan in question was paid off years ago. 

Payment was made on XX/XX/2023, I discovered my error and contacted Bank of America on XX/XX/2023. I also visited my financial center and the XXXX assisted with this as well. I also contacted XXXX, they advised me the money would be returned to Bank of America. I have called so many times and the nasty people I have encountered at Bank of America has made this problem seem enormous instead of something really simple. 

XXXX who identified herself very poorly, kept me on the phone for hours, refusing to give me a manager when several requests were made is simply outrageous. Message Then she provided a claim # XXXX, they then sent me an email identifying another account I have with the bank. DV TIERED INTEREST CHKG ending in XXXX and told me will hear from them in XXXX days I had NO problem with this account .You have a new customer service message waiting for you in your mailbox.

To read your message, log in to Online Banking from your personal computer or laptop. Then, go to Messages in the Activity Center. 
Your security is our priority. We've provided your account name as a security identifier so you know this is from Bank of America. 
We'll never ask for your personal information such as SSN or ATM PIN in email messages. If you get an email that looks suspicious or you are not the intended recipient of this email, don't click on any links. Instead, forward to XXXX then delete it. 
Please don't reply to this automatically generated service email. 
Privacy Notice Equal Housing Lender Bank of America , N.A . Member FDIC 2023 Bank of America Corporation The Biggest and most important thing about this bank and it for sure needs investigation, and correction. They want to communicate verbally, tell lies all the time. They can send you a message you can respond, however you can never see the response or conversation in total in regards to the matter. Then they lie about what you said. 

This encourages the abuses I have had to sustain here, in regards to this matter. No proof no evidence that is how Bank of America likes it, it would seem. This needs to be investigated and simply not allowed. XXXX XXXX  or any other normal Bank does not operate in this fashion. 

Complaint after complaint lie after lie, finally XXXX, who stated she was in Florida, made a call to XXXX at XXXX XXXX XXXX who was professional and cortious and the details were provided to XXXX that this money had been returned to Bank of America . I would like this returned to my account, and I would like steps taken, that consumers should be able to contact this bank through the messenger they provide, that does not work for the customer, but simply works in the favor of Bank of America. I have been a XXXX year customer of this Bank, and I think something needs to change. 

Their message center does not work if you have a problem, they want verbal communication holding on for hours, and abuse after abuse, hoping you will get fed up and go away. Passing you around from department to department for hours.

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