Consumer complaint received 2019-06-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CT
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On myXX/XX/2019 Bank of America credit card bill, my balance was {$7700.00}. The balance was due onXX/XX/19. On XX/XX/19 I made an online payment of {$7700.00} by requesting the payment be done via an ACH from my XXXX checking account. OnXX/XX/19, another payment for the same amount was deducted from my XXXX checking account. It is odd that the payment was deducted onXX/XX/19 which was Monday after the due date XX/XX/19 ( Sunday ). While it is possible i requested the payment, I do not remember going online to set up this payment. In addition, I had been paying minimum payments up to this point and I did not change anything regarding automatic payments. When I realized 2 payments for the same amount had been made, I called Bank of America onXX/XX/19. The customer service rep said she would reverse the 2nd payment. I called again onXX/XX/19 to find out when the payment would be reversed and was told there was not a request to reverse the payment. I went thru the process again of requesting the refund of the 2nd payment. I was told it would take up to 10 business days to research. When I called again aroundXX/XX/19, I was informed my request had been denied and I would get a letter explaining the reason. The letter, datedXX/XX/19 said they were unable to return the {$7700.00} payment because the original payment I was requesting was made more than one monthly billing statement ago. In addition, they considered the inquiry resolved and the balance is owed in accordance with the Account Agreement.I called again to discuss this and understand what they meant. The rep said the request for the refund of a duplicate payment had to be made during the next billing cycle, after the payment posted, or between XX/XX/XXXX and XX/XX/2019. Even though I called onXX/XX/19, there was no record of me calling them ( this seems very convenient ). They have a record of me calling on XX/XX/19but they claimed it was too late ( as it did not fall within the 30 days after the end of my billing cycle ). I had looked at the online agreement which stated I had 60 days after they sent the statement on which to report a problem or error. The representative said that did not apply. I was sent the relevant agreement to my account. Again, it states i must contact them about a mistake, in writing, within 60 days after the error appeared on the statement. Nowhere does it state that any issue or refund request must be requested within 30 days following the end of the billing cycle ) In the interim, I needed the money and the only way to get it was to pay a 3 % fee. They were willing to refund the funds if i paid them {$220.00}. So, I requested {$7500.00} be direct deposited to my checking account and was charged a {$220.00} fee onXX/XX/19.

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