Consumer complaint received 2021-02-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XXXX I attempted to use my bank of america debit card to pay a bill but it was declined. I contacted bank of america to inquire about this declined transaction and was transferred to the fraud department. I was informed that there was a block on my account due to a recent address changes but after my information was verified the representative informed me that the block was removed. I then informed her that there was a recurring unauthorized transaction that had been taking place on my account that I just noticed that I would like to have investigated. I was told that this card would have to be deactivated and a new one sent. I explained that I needed the money that was in the account ( which was all of my Money ) so I asked if I should first go to a bank and withdraw my funds or if the " one time transfer '' option that is accessable through the app was an instant transfer. She started that the funds would instantly transfer to my other account if did so through the app. I said that I would hang up and entire my alternate account info and transfer the money and then I would call her back to file a claim for the unauthorized charge. She said she would just stay on the phone with me and walk me through the transfer process. She did so step by step indicating for me to click here and there. When I was finished a message popped up that said to be careful that I entered the correct account and routing information. I asked her if that was normal to which she responded, yes it was. I clicked submit and saw that my account balance then reflected {$0.00}. She stated that the transfer went through and then placed me on hold while she retrieved a claims rep. While she did that I received a message that stated it would be approximately 2 business days for the transfer to be completed. I immediately became anxious and upset and asked why I was told that the transfer was instant. I again explained that that was all of my money, I had bills to pay, I needed food and gas and I also had XXXX emergency XXXX XXXX that I was late for as this entire process had me on the phone for over 4 hours. The end result after speaking to 5 different people was the customer service supervisor ( XXXX ) telling me that they were sorry but that this wasn't that big of a deal and that he thinks the money will be transferred between one and five business days. There is nothing else that can be done and he refused to transfer me to his supervisor or request that one call me back. Now I have missed my dental appointment and can not reschedule until next week, I am in extreme pain, I have incurred late fees for my storage unit that was due to be paid today, I am unable to purchase the gas and food that I needed today for my son and I. I have no other funds to access as this was all of my 2weeks of unemployment money. This was not fault and I feel as I am being punished for disputing a charge that, after looking on line, was made by a company that many other consumers have had the same issue with. This has caused me so much unnecessary stress not to mention additional cost that I find it reprehensible for the bank to tell me that THEIR error is no big deal and there is nothing they can do to fix it!

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