Consumer complaint received 2022-05-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Bank of America is proactively engaging in unethical business practices and is in violation of FCRA laws. I have attempted to resolve a matter with Bank of America for months now ( since XX/XX/2022 ) but none of my escalated calls have been returned as promised Here are the facts of the matter : My personal checking account was compromised after a payment was made to Bank of America on XX/XX/2022, in the amount of {$550.00} Immediately after the payment was returned, Bank of America sent a communication via email requesting another form of payment be made to cover the returned item A subsequent payment was made ( as requested by Bank of America ) to cover the overdraft from account compromise Bank of America then reprocessed the initial retuned payment ( contrary to their email communication ) resulting in two payments being received in duplication I called customer service to advise them of the issue and requested that they simply apply the duplicate payment for payment for the month of XX/XX/2022. The customer service rep stated that they were not able it was not possible to apply the additional payment they asked for to the following month I then asked for a refund for the additional payment in the amount of {$550.00} to be returned to me since they could not move a payment like any other credit card company After being on hold and transferred several times, I was told my refund would be processed in 3-5 business days and returned to my bank after I confirmed and provided my bank ad payment details After a week had gone bye, I called back again inquiring about the status of my refund that was still pending. I was then told m refund was still pending and it should be back in my account the following day When the refund was still pending quite some time later, I called back and got conflicting and the varying information from my previous calls I contacted Bank of America countless times about this issue and was given the run around by rude and rather incompetent employees who either transferred me to the wrong department purposely and/or gave me flat out wrong information and could care less about assisting me Bank of America customer service is one of a culture riddled with incompetence and just ignorant employees. Every representative had a different response for the refund timeline whereas I was told everything from a refund would take three days to six months, and everyone had a varying excuse of why a simple refund could not be issued or why a simple payment could not be applied to a future payment Quite some time after, I received a vague letter from Bank of America stating that they could only refund me {$36.00} and not my {$550.00} payment with no real explanation. When I called into customer service, their rationale was that because my original payment was roughly {$36.00} over the payment amount, that is all I was due and eligible for a refund and come to find out they did not document my original request accurately ANY of the times I called. Not once did any Bank of America employee use common sense or even attempt to research the matter and they just pushed paper to resolve the issue as closed out After countless hours on the phone wasted ( many times on hold for over and hour and a half ) and being ignored after promises of follow up from management about the escalated issue, I contacted my bank to advise them of Bank of Americas refusal to acknowledge or resolve the duplicate payment issue. They immediately saw what happened and refunded my {$550.00} back into my account and closed the matter out as a duplicate payment error on Bank of Americas behalf I clearly thought the issue was resolved and Bank of America would employ common sense and finally see their error. Nope. They sent me a communication advising me that my payment was returned for NSF ( when it was not ), blocked my account from taking additional payments and marked my account as past due and late as retaliation for resolving the matter with my bank directly and Although I have proof of no missed payments and do not owe them anything beyond what I have paid, they are now harassing me with collection calls and threatening reporting my account as delinquent with the credit bureaus when I am not delinquent, all because a whole entire bank culture lacks common sense to resolve their mistakes Bank of America has been sued, forced to pay fines, and involved in litigation for these very same unfair and deceptive trade practices that they are still engaging in. It is ridiculous that a simple issue to fix has been such an issue and such a headache. They send automated messages with the intent to collect payments by any means, including deception and false statements. There is no real assistance being offered for its customers, they give the appearance that they comply, and they most certainly are not in compliance and give the illusion of such. I need your assistance in resolving this matter as Bank of America offers no compliance with FCRA laws and regulations and has yet to resolve this issue for months now. I would appreciate you help in resolving this matter once and for all.

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 monetary relief