Consumer complaint received 2018-12-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2018 I made a reservation on XXXX for {$380.00}. When I was trying to make the payment, bank of America seemed stopped the transaction and send me messages to confirm that it was my payment. I said yes, but that transaction has cancelled on XXXX by that time. So, I tried again and make the reservation and payment. ( Also, when I was making this reservations, XXXX was using 3D secure system ) After I made the reservation, I checked my bank account and it showed that theres been double charge on my account shows as processing. My account balance was {$1700.00} and after two transactions it became {$1300.00}. I called XXXX right away, and when they checked their system, they said the first charge hasnt been received by them. They could only see one payment so they told me to ask to bank. 

When I called the bank, they said that I will receive the amount back cause theres been a mistake. 

I checked my account on Saturday XX/XX/XXXX, and the transaction was just gone. Like its never happened at all. And I havent receive the fund back. I called Bank of America again, talked to Mr. XXXX XXXX about the issue, and he assured me that the funds will be returned to my account by Monday XX/XX/XXXX, it just takes time to process and return to the account since it was a weekend. And I waited till Tuesday the XX/XX/XXXX and checked the account all the time so that I wont miss any update, but there were no changes. I called them again on Tuesday, and talked to Ms. XXXX from Delaware branch. She told me that I wont be receiving that amount cause it seems like theres no charge on my account. I told her that two days ago her colleague assured me that I will be receiving that amount she just told me it was a mistake and they are sorry. 

I tried to explain that I know how much money I had in my account, and I know that I shouldve {$380.00} more in my account for sure. They are not accepting that, just saying that I can see in my statement that theres no second charge. I told her that they are changing the transaction order ( which they accepted this couple of months ago and send me a checkbook register to keep my own transaction records ), so even now when I checked the account it shows different amount than I had in the first place! 

I have the screenshots of when the transaction has done, and its definitely deducted from my account. I asked them, to send me a proof so I can be sure that I have received that amount to my account again, they just said check your statement. The problem is that have already changed it! 

I just moved to another city, and I have been trying to start a new life in here. So I know exactly how much money I had, cause I have been arranging my payments according to that but now because of this issue I am not able to pay my first rent. This situation is effects my family financially and more importantly its effecting us emotionally. Especially in this holiday season, just couple of days left to XXXX, having this problem is really really frustrating. 

They took my {$380.00} by mistake, they said it will be solved and then they refused they have took my money from my account, which is completely untrue. I need them to cover my pecuniary loss and intangible damages that this problem has caused me just before XXXX is just around the corner.

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