Consumer complaint received 2022-11-20
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I had a small business credit card account with Bank of America ( BOA XXXX ) for use at my previous employer, XXXX XXXX XXXX XXXX XXXX XXXX  I left my position last year and BOAXXXX was closed as of XXXX with a XXXX balance. 
On XX/XX/2022 the bookkeeper at XXXX mistakenly made a payment to BOAXXXX of {$4300.00} and on XX/XX/2022 the bookkeeper at XXXX  again made a payment to BOA XXXX of {$8900.00}. 
According to my information from XXXX  in XX/XX/2022 XXXX realized the mistake and asked BOA to refund the money. I am the only authorized person on the account, and I was not contacted by XXXX or BOA. BOA then refunded {$13000.00} to XXXX and BOAXXXX shows a XXXX balance for XX/XX/2022. 
According to my information from BOA, on XX/XX/2022 an unidentified person at XXXX requested BOA transfer the XX/XX/2022 payment of {$8900.00} from my closed BOAXXXX, to the new BOA creditcard for the new XXXX XXXX XXXX. Please note, XXXX had ALREADY been refunded this money on XXXX XXXX. Again I am the only authorized user on this account and I was not contacted and did not give permission for any of these transactions or refunds to be made. 
When the XX/XX/2022 payment transfer was made by a BOA employee, it left my closed BOAXXXX with a new balance of {$8900.00}. This is a closed account and I do not have online access and I do not receive any statements on the account. I had no idea any of these transactions occured. The account has since accrued late fees and interested. 
In XX/XX/2022, I start receiving debt collection calls from Bank of America. I spoke to the representative and said there was a mistake that BOAXXXX is a closed account. He ( XXXX XXXX XXXX acknowledged some unusual activity on the account and informed me he would look into it and get back to me. The debt collection calls continued. 
I reached out XXXX XXXX XXXX, the new executive director at XXXX  and she contacted her local BOA rep to attempt to fix the problem. According to BOA XXXX XXXX XXXX was not allowed to make changes to my closed BOA XXXX account because she was not authorized. 
My BOAXXXX account ( which is closed ) remains with a balance over {$9600.00} and I continue to receive debt collection calls. 
I have called BOA multiple times and still have no resolution. I specifically requested the XX/XX/2022 transaction be reversed, since it was not authorized by me to begin with and the bank of America rep refused to do the reversal. Bank of America also refused to provide me with any documentation about my closed account XXXX. 
On XX/XX/2022 I spent 3 hrs on the phone and spoke with XXXX BOA representatives and the only solution I was given was to allow XXXX XXXX permission to make changes to my account. I am still waiting for my closed account to be corrected. 
My complaint is that Bank of America allowed multiple transactions and corrections to a credit card account that I was the only authorized user for and Bank of America did so without notifying me or obtaining my authorization. Now Bank of America is refusing to correct the problem when I request they do so. Additionally, Bank of America is continuously hassling me with debt collection calls. And when I speak to representative of Bank of America , multiple Bank of America employees have been persistent in insisting that I owe the money on the account and speak to me with a demeaning tone, as if I am some sort of riff raff loser that doesnt pay my debt. A debt that was created by a Bank of America employee basically committing fraud and making changes to my closed BOA XXXX credit card without my permission. 
I am attaching the two credit card statements I was provided from XXXX  regarding this matter.

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