Consumer complaint received 2019-02-01
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I submitted a complaint re : Bank of America on XX/XX/XXXX ( # XXXX ). In that complaint I mentioned, for reference, a previous issue Id had, where {$900.00} kept mysteriously being debited and credited to my credit card account. Id spent a month resolving that issue with BofA and had confirmation that it was resolved as of XX/XX/XXXX.

Today ( XX/XX/XXXX ) 4 MONTHS after the issue was resolved, they pulled {$900.00} from my account with no notice. I called and apparently someone from BofAs claims dept went into my account and decided that the resolution that took a month to reach BACK IN XXXX was done by mistake. In addition to the {$900.00}, they also pulled {$39.00} ( a late fee adjustment reversal ) and {$24.00} ( a finance charge adjustment reversal ) from the account both on XX/XX/XXXX. NEITHER of the original corresponding adjustments appear anywhere in my account history. Ive certainly never incurred a late fee. What are they even reversing?

Background : XX/XX/XXXX - I made a {$900.00} payment to the credit card which debited my business checking account XX/XX/XXXX - A 2ND {$900.00} payment that I didnt authorize debited from my bank acct, incurring a late fee XX/XX/XXXX - I made multiple lengthy calls over the week to resolve the issue. Finally on XXXX BofA reversed the debit. At this point, everything was correct. There was 1 payment of {$900.00}. The 2nd {$900.00} payment was effectively wiped.

XX/XX/XXXX - BofA made another adjustment without my knowledge. For some reason, they reversed the the debit a 2ND time. This wiped out the initial {$900.00} payment that I actually did make.

XX/XX/XXXX - Over the next 2 weeks, I made more long calls to BofA. Nobody was ever able to explain/understand why that 2nd reversal on XX/XX/XXXX had occurred. On XX/XX/XXXX they reversed the XX/XX/XXXX reversal by debiting {$900.00} again. SO at this point, everything was right again. There was 1 payment of {$900.00} made. The 2nd erroneous payment from was made on XX/XX/XXXX/ reversed onXX/XX/XXXX reversed again on XX/XX/XXXX / then made again on XX/XX/XXXX, thus, ultimately, cancelling itself out.

This is absolutely as insane as it sounds.

This evening - MONTHS LATER - I logged in and saw these mysterious adjustments. I called and was escalated to XXXX, the night manager at their XXXX  call center she agreed that these charges dont belong there. Theyre looking into it. However with the previous claim, this makes {$1500.00} of my businesss money that theyre holding hostage. I dont understand why someone is messing around in my account. I dont understand why theyre going months back and reversing solutions that they implemented to resolve issues that theyd created in the first place. I dont understand why charge reversals are being adjusted that had never been applied in the first place.

Again - as mentioned in the other complaint - they have deep systemic issues and are very brazenly lacking in oversight. Having worked in XXXX XXXX  for years, its apparent that whats happening is not aboveboard. Its certainly negligent. Its possibly fraud.

The timing may be a coincidence. However, its alarming that these reversals occurred within days of CFPB sending BofA my first complaint. Their shockingly broken system will never be fixed, and there wont be any repercussions for the individuals who are, at worst, malicious, and, at best, incompetent.

Meanwhile, Im left having to spend hours on the phone over and over again and writing long complaints. Im still exploring legal action. I dont know how much of my money they can hold while they figure things out, before I have no other options. The arbitrary artificial balance inflations are doing weird things to my businesss credit rating. This has to stop.

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