Consumer complaint received 2020-12-12
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NH
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:
My credit card was set up for automatic payments of the full statement balance, and my most recent payment ( for {$11000.00} ) was scheduled for XX/XX/XXXX. Around XX/XX/XXXX I received an email from Bank of America stating that my payment could not be processed due to insufficient funds in my bank account. I transferred more money into my bank account and manually made another payment. The manual payment was for {$11000.00}, which was the actual amount needed to pay off my balance due to a refund on my card that had processed since the statement state. This payment was withdrawn from my bank account on XX/XX/XXXX. On XX/XX/XXXX, Bank of America withdrew the original automatic payment amount of {$11000.00} from my bank account, causing my account to overdraft ( which is how I was alerted to the additional payment ). 
I contacted Bank of America on XX/XX/30 to ask why they reprocessed my automatic payment, as the email I received did not mention they would make a second attempt to process the payment, and I had already paid the card in full in the interim. The person I spoke to said he had no record that I received such an email, but said that they could refund the credit balance to my bank account, and it would take 3-5 days to process that refund. 
I called back on XXXX because the refund still had not been processed and my bank account was still empty. The person I spoke to that day told me that due to the large amount of the refund, it had to go through their fraud department and would not be processed until XX/XX/XXXX. He did not know why the first person I spoke to told me it would take 2-5 days. 
On XX/XX/XXXX the refund still had not been processed, so I contacted them again. The person I spoke to on the third call told me that the refund takes 10 days, and would not process until the XXXX. Due to being misled twice and anger over my account being overdrawn for 1 1/2 weeks at that point, I elected to close both of my credit card accounts that I held with BofA ( one personal and one business ), after being assured that closing the accounts would not cause any delays in my refund. 
Today, XX/XX/XXXX, I called BofA again, because my refund still has not been processed. I was unable to access any information on my personal account online, not even my old statements, since the account was closed. My closed business account, however, could still be accessed. I had to call the business card fraud department since the automated system would not allow me to contact anyone in the personal card department, as my personal card no longer existed in their system. The person in the business fraud department couldn't help me, so transferred me to the personal fraud department. After holding for 35 minutes, the woman in the personal fraud department had no idea why my refund had not been processed, and could not access my account information because the card had been closed ( yet my closed business card could still be accessed? ). She told me that I needed to speak to someone in the department that handles closed accounts, but they are closed on weekends. I told her that I had been waiting for a refund for 12 days, that by law is supposed to be processed within 7 days of request, and that I needed to speak to someone immediately. She transferred me to the " claims department '', where I listened to a recording then was disconnected. 
I am now filing this complaint because 4 attempts to contact Bank of America directly in order to request a refund of a credit balance have resulted in no resolution, and they continue to refuse to refund {$11000.00} of my money.

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