Consumer complaint received 2018-12-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
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:
I have a credit card with Bank of America that had a balance of {$640.00}. I logged into my user portal on XX/XX/2018 and chose to pay off the total in full ; with the same XXXX XXXX XXXX checking account that I had previously been paying the minimum of {$25.00} with automatically each month. 

When I checked two nights later, XX/XX/2018, my XXXX account showed two withdrawals by Bank of America of {$640.00}. This put my checking account balance into the negative at $ XXXX. 

I called first thing the next morning to get the situation corrected and spoke to a representative named XXXX. He offered to send a check of the full amount through the mail and said it would take 7-14 days to arrive, but being the end of the month and having no money, I informed him of my situation and of my upcoming bills. He then offered the faster method of depositing it back into my bank account and asked for my bank account and routing numbers that I would like the money deposited into and said it would take at most 3 business days. 

Subtracting the weekend, yesterday, XX/XX/2018, would have been 3 business days. When it didn't arrive today, XX/XX/2018, I went to my local branch at XXXX XXXX XXXX XXXX, XXXX, WA XXXX and spoke with a representative there. I informed her of my situation and informed her I couldn't wait any longer for my money. I have no cash and still the same negative amount in my checking account. She called into her company phone line to check on the status of the transaction and after speaking with someone told me that even though it was going back to my checking account, it would still take 7-14 business days to deposit into my checking account and was confused as to why the person I spoke to before would guarantee no more than 3 business days. She then told me if I had a checking account through them as well and had used that to pay off my credit card that it would be faster to get my refund, but that since it's an outside bank, there's nothing she could to speed up the process. 

When I asked if we could cancel the refund transaction and just give me the cash so I can deposit it into my checking account at XXXX she told me that was impossible and said my credit card has a cash advance option on it that I could use. I told her I don't want to have any more financial dealings with her bank and that {$200.00} cash advance would not pay  the bills, much less my food or gas for my car. 

I went in to my local XXXX branch on Saturday XX/XX/2018 to get inform them of the situation and they reversed the overdraft fee, but that was all they could do for me. I'm currently at a loss of what to do next and frustrated by the fact that they would be able to take money out of my checking account without my permission and within a day or two but can't return money from their mistake for two weeks.

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