Consumer complaint received 2017-11-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On XX/XX/XXXX I initiated an online transfer between my XXXX XXXX account and my Bank of America account. The funds were intended to be a debit ( XXXX ) and a credit ( BofA ) but instead were reversed and my BofA account was debited for $ XXXX causing it to be overdrawn and BofA continued to pay incoming items and assessing me overdraft fees for each item paid as a result. I immediately noticed the error the morning of XX/XX/XXXX and called both parties to cancel the transfer that was in error. XXXX cancelled the transaction as the transaction was initiated on their website and they assured me that because the transaction was still in a pending status that it would be kicked back and BofA would reverse the amount debited on my side. In a panic, and to cover the overdraft items flowing through my BofA account, I initiated a second transfer ( also for {$10.00} ) from my XXXX XXXX account to be deposited to my BofA account which posted on XX/XX/XXXX. 

It is now XX/XX/XXXX and I have filed two claims with BofA, spent a minimum of 6 hours on hold/calls talking with a variety of agents within the claims group to attempt to find the missing $ XXXX and credit the money back to my account. Every agent assures me they understand and can fix the problem, a claim is opened, and then within days, I receive a resolution letter telling me that the claim is closed because they see the " credit '' for the second transfer I initiated and simply assume it is the offsetting credit for their debit. 

In short order, BofA still owes me $ XXXX for the reversal of the amount withdrawn on XX/XX/XXXX that should never have been withdrawn. I do n't understand why it has taken 3 weeks and I am still without even a credit for the money owed back to me. Instead, I just keep getting the run-around with no resolution. BofA also continues to tell me to call XXXX XXXX to help me and they owe me the money however I can confirm that my XXXX account shows no credit for incoming funds from BofA. 

I have also been asked to submit fax copies of my XXXX statements to prove the money was not received, which I provided on XX/XX/XXXX at the point where the second claim was filed. 

The run-around, the waste of my time, and the laziness on the part of the claims agents who are just closing out my claim without asking for additional information or thoroughly researching the issue along with BofA 's lack of providing me with provisional credit while this process is underway is causing me significant and unnecessary stress. This is {$10000.00} that we are talking about - it is not an issue of a {$25.00} fee or something immaterial. I feel like I 'm crazy because I keep fighting for BofA to give me back my money and after three weeks I 'm no further along than when I started. To add to the fire, no one can ever provide me with the direct name/phone number of the right person who can solve my problems - I 'm just told to call back into a XXXX line and find my way back to the right group which takes up an obscene amount of time. 

I am asking for the CFPB to escalate my issue to the right person ( s ) at BofA who can not only solve this issue, but get my money back.

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