Consumer complaint received 2019-02-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MN
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
Date Note XX/XX/XXXX - Moved from XXXX XXXX, XXXX  to XXXX, XXXX   XX/XX/XXXX - Received Automatic Email from BofA that reoccurring rent payment would be paid in 3 days XX/XX/XXXX - Called BofA customer service line and advised I moved that my rent should no longer be paid. Asked how do I stop reoccurring transfers in the future? Was advised by the agent at that time to " PUSH '' my transfers out and that my landlord had to request the Stop Payment from her bank. I " Pushed '' my transfers out until the end of XX/XX/XXXX. 
XX/XX/XXXX - Received Automatic Email from BofA that reoccurring rent payment would be paid in 3 days XX/XX/XXXX - I called BofA customer service line and advised I moved that my rent should no longer be paid. I was advised by the agent there was not a transfer set to pay XX/XX/XXXX XX/XX/XXXX - Received Automatic Email from BofA that reoccurring rent payment would be paid in 3 days XX/XX/XXXX - I called BofA customer service line and advised I moved that my rent should no longer be paid. I was advised by the agent there was not a transfer set to pay XX/XX/XXXX XX/XX/XXXX - Received Automatic Email from BofA that reoccurring rent payment would be paid in 3 days XX/XX/XXXX - I called BofA customer service line and advised I moved that my rent should no longer be paid. I was advised by the agent there was not a transfer set to pay XX/XX/XXXX XX/XX/XXXX - Received Automatic Email from BofA that reoccurring rent payment would be paid in 3 days XX/XX/XXXX - I called BofA customer service line and advised I moved that my rent should no longer be paid. I was advised by the agent there was NO Reoccurring transfers set up on my account and to disregard any future emails. 
XX/XX/XXXX - Received Automatic Email from BofA that reoccurring rent payment would be paid in 3 days XX/XX/XXXX - As advised in XX/XX/XXXX by the BofA agent I IGNORED the email XX/XX/XXXX - BofA transferred {$750.00} to XXXX XXXX my old landlord. Her account is set up with XXXX XXXX  XX/XX/XXXX - I called BofA customer service I was requested from my On Line Account to connect with an online tech to share my computer. At this time I was FINALLY shown how to STOP the request for reoccurring transfer not just PUSH the payment out. I was also assured from the same online Tech that BofA had already requested the refund of the transfer and was ASSURED the funds would be returned to my account the next day Tuesday XX/XX/XXXX. I was told my the online tech that a " FORMAL '' complaint would be made on my behalf for the customer service I was receiving for training purposes. I sent an email to my landlord advising of the situation and to give her a heads up. 
XX/XX/XXXX - Monitored my account from online and the app and the funds WERE NOT returned. I immediately called BofA and was transferred to the online transfer department. I requested a manager who took all of my information and said she was going to look into this. She came back on the phone and asked if she could call me back in an hour after she did some research. She called back and told me there was nothing she could do that she needed to transfer me to online fraudulent department that I needed to make a claim that a fraudulent transaction was made on my account. She advised that her department could not help. She said that this department may be able to temporarily refund the money until the investigation or return of the funds was complete. She tried to transfer me and I was unable because she called me. She provided me with the phone number of XXXX. I called the number and explained my whole situation AGAIN to ANOTHER supervisor. She said there was NOTHING they could do because this was NOT A FRAUDULENT charge that I had to request the money back from my landlord. I demanded to make a claim and speak with the escalation department. I was transferred AGAIN to XXXX XXXX employee id # XXXX who sat on the phone with me for over an hour telling me he was trying to find a resolution. He finally came back on the line and told me he would call me that afternoon at XXXX XXXX my time with an update and if there was anything they could do. Mr. XXXX did call me back and told me there was NOTHING they could do a case has been opened and that they escalated my case and would be contacting XXXX XXXX to return the funds. I was provided with a case number. He told me he would call me the next day and follow up with me with an update and hopefully a resolution to the matter. HE NEVER CALLED me on Wednesday XX/XX/XXXX or any other day after that. In the mean time I reached out to my landlord XXXX XXXX by email and phone letting her know what has happened. I asked if she could please contact her bank and request the funds be reversed to speed up the process. She also reached out and called me and told me she would work with me and the bank and that she knew the money needed to be returned. At this time I asked her if writing a check to me would be an option. XXXX expressed concern writing me a check then having the funds reversed between the banks then having to chase me for the return of HER money. I completely respected and agreed and appreciated her concern. We at this time agreed we would let the banks handle this as I was told by XXXX XXXX that my case was escalated and would be looked at and worked on with 10-15 business days. I was advised by XXXX that " Generally '' these types of cases can take 45 days JUST to be looked at. I was advised by Mr. XXXX, the lady that called me back, the lady that transferred me to XXXX XXXX that they would all be making a " Formal '' complaint on my behalf for the customer service I was receiving for training purposes. 
XX/XX/XXXX - I called BofA customer service line and was transferred to claims escalation department where I was connected with XXXX. XXXX told me they sent a request for the reversal of the Funds to XXXX XXXX  on XX/XX/XXXX and that XXXX XXXX was denying the request. I told XXXX why would they have sent the letter when I did not call until XX/XX/XXXX. XXXX told me that there was no change in the results that XXXX XXXX was not responding to the request and to contact my landlord and ask her to call her bank. XXXX told me they would contact me by mail if there was any change. I called XXXX she advised that her bank was stating that they had not yet received ANY requests from BofA to refund my funds. XXXX asked me to request a copy of the letter sent to XXXX. XXXX advised he would make a " formal '' complaint on my behalf for the customer service I was receiving for training purposes. 
XX/XX/XXXX - I called BofA customer service line and was transferred to claims escalation department where I was connected with XXXX. XXXX said I believe I spoke with you yesterday and I provided you the wrong date we did not request the funds until XX/XX/XXXX ( the day prior when I called ). I requested a copy of the letter to XXXX XXXX  sent on XX/XX/XXXX from XXXX. He advised me that he was not sure how long it would take to get me a copy. He also advised he would make a FORMAL complaint on my behalf for the customer service I was receiving for training purposes. I sent XXXX and email letting her the timeline that BofA is NOW stating they sent the letter and that I requested another copy of the request. 
XX/XX/XXXX - I received 3 letters in the mail from BofA 1. Dated XX/XX/XXXX Stating that BofA completed their investigation and the transfer was made per my instruction. That my account would not be credited and the are researching the inquiry to the other party and that this process will take 45 days. 2. Dated XX/XX/XXXX BofA has completed their investigation and that the transfer was made per my instructions that I am to contact the other party for assistance. 3. Dated XX/XX/XXXX that BofA provided me with the documents relied to make their decision. 
1. I have not received any other documentation other than these 3 letters 2.  These letters are dated on days that I called AFTER my initial call. As well way before the 45 days. 
XX/XX/XXXX - Made a complaint to the XXXX XXXX XXXX against BofA sent copy of complaint to XXXX. 
XX/XX/XXXX - I called the XXXX, CA Branch located on XXXX XXXX and was put inContact with XXXX who stated he was the branch manager. I explained EVERYTHING UP to this point. He advised that unless I was there in person at the branch to verify who I was he could not look up my account and there was nothing he could do. Told me to call the XXXX number and let them know what the situation was and that they can put the money back in my account temporarily. He transferred me to the XXXX number where I was connected with XXXX in XXXX where I had to EXPLAIN EVERYTHING AGAIN and then her response was let me transfer you to the department that can help you. I was connected with XXXX I AGAIN had to explain the WHOLE STORY and was told there was no resolution on my account and she was not sure why I received those letters. There was no notes on my account as to why they came to this decision. There was no trace of a letter sent to XXXX XXXX. 
XX/XX/XXXX - I reached out to my landlord and provided a copy of the letter from BofA that I was to contact her directly as BofA completed their investigation and would no longer be contacting the 3rd party. I also  provided her with a copy of the complaint I made with the XXXX XXXX XXXX on Monday XX/XX/XXXX. I also provided her a mailing label she could use to mail me a check. My landlord states that XXXX XXXX was never contacted and that she does not want to write me a check then have the refund processed and have to chase after me for her money. 

XX/XX/XXXX Documents Included with TimeLine 1 Copy of XXXX XXXX XXXX Complaint 2 Copy of Letter from Bank of America Dated XXXX XXXX Copy of Letter from Bank of America Dated XXXX 4 Copy of Letter from Bank of America Dated XXXX XXXX Copy of Transfer made from Bank of America Account ending in to Landlord iao {$750.00} plus {$10.00} BofA fee 6 Past 180 days Transfer Activity showing XX/XX/XXXX and XX/XX/XXXX Failed 7 Mailing Label paid for by XXXX XXXX for XXXX XXXX to send Check 8 Emails correspondence between Landlord and XXXX when XX/XX/XXXX payment stating payment needs to come back to XXXX 9 Email correspondence between XXXX and XXXX that contact was made to XXXX to request money back 10 Email correspondence between XXXX and XXXX that XXXX followed up with BofA

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