Consumer complaint received 2020-07-08
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:
On XX/XX/2020, I received an email from my checking account bank indicating that my account overdrafted by {$840.00}. I saw that Bank of America took out {$9.00}, XXXX. I called Bank of America on XX/XX/2020 and asked why there was an over payment of this amount. I was told that I accidentally set up an automatic payment on my due date of XX/XX/XXXX of my previous account balance. On XX/XX/XXXX, I requested that the over payment be sent back to my checking account. On Monday, XX/XX/XXXX, I called again to see what was going on with my refund. I was told that the request was not in the system until XX/XX/XXXX and would take 5-7 business days to process. I called again on Monday, XX/XX/XXXX to get an update and was told that because of the amount being refunded the transaction needed to be approved by the fraud department. I called again later that week and was informed that the fraud department approved the refund on XX/XX/XXXX. I was told it would take another 5-7 business days before the refund would process back to my checking account. I called approximately 5 times after XX/XX/XXXX to check in on why my refund was not yet posted in my account. I asked to speak to a manager on several occasions and was told " someone will call you back. '' I never received a call in return. I also began noticing every time I called, I would be disconnected or the call would fail. It got to the point that I would call 5-7x in a row and be disconnected at different stages during the call. On Monday, XX/XX/XXXX I called again and spoke with XXXX XXXX at Bank of America. She confirmed that the refund was approved on XX/XX/XXXX, but there was no activity on the account to process the refund since then. Ms. XXXX assisted me with submitting a complaint # XXXX to Bank of America and told me that a manager would call me back to follow up on processing the refund. I never received a phone call back. On Wednesday, XX/XX/XXXX, I called again and was told by a different associate that the refund was still being " looked at '' and it was never approved on XX/XX/XXXX, and that he " was sorry for whoever misinformed me. '' I asked to speak to a manager and the called failed yet again. I called from a different phone number and I was able to finally speak to a service member named XXXX in Florida. I asked if she could point to me a BOA policy that explains the refund process and she was unable to find it on BOA 's website. She was also unable to provide me with any kind of written documentation either confirming the refund or explaining the process. I was finally able to get a clear answer that because the refund is over {$7500.00}, it could take an additional 7-10 business day to refund on top of the usual 7-10 business days. I was told that I should expect my refund by XX/XX/XXXX the latest.

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