Consumer complaint received 2023-09-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CT
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/XXXX, Bank of America deducted {$16000.00} from my XXXX XXXX checking account, the full balance amount of my credit card balance via auto-pay deduction. This essentially zeroed out my bank account balance. I contacted both XXXX XXXX and BOA to as the auto-pay was supposed to only cover the minimum payment due ( I couldn't confirm the setup details of the auto-pay as I set it up before the balance hit my account statement and BOA doesn't allow you to click into auto-pay details if you don't have a balance due ), the payment was adjusted and I was refunded the amount minus my minimum payment on XX/XX/XXXX for a total of {$16000.00}. I was assured by BOA that my auto-pay covering the full balance due was canceled and I would just have to login to set up a new auto-pay for the minimum balance due. However, I would have to wait until balance was reapplied to my XXXX statement since you can not view or edit auto-pay with a XXXX balance statement and the XXXX statement still reflected my full balance payoff of {$16000.00}. 

On XX/XX/XXXX, a new withdrawal was made from my checking account for the full balance of {$16000.00}. I immediately contacted BOA that this was another error. I was informed that I was originally told the incorrect info, it wasn't possible for auto-pay to be cancelled on the banks end and that I would have to login and edit the auto-pay once the payment was reversed and that I would have to wait again until the following months statement posted in order to have a non-zero balance which would allow me to edit the auto-pay. They would also reverse the deduction and had me confirm account number and routing info for my XXXX account to ensure that BOA has the correct information to reverse the payment. However, I instead of reversing the whole amount or adjusting the original deduction, the amount that they determined that they would refund me is {$16000.00}. I received a letter dated XXXX confirming the refund approval for {$16000.00}. BOA also separately processed a payment of {$350.00} from my XXXX account dated on XX/XX/XXXX. I was informed that the refund would take up to 10 business days to show up in my bank account. While the balance has been applied against my BOA credit card amount, I never received the funds in my XXXX  account. Following those 10 business days, I still haven't received the funds and have called multiple times. BOA has assured me that the funds have been transferred back, however, when I escalated to a manager, they mentioned that somehow the transaction was placed back into a review stage AFTER the refund was approved and the XXXX approval letter was issued. Not only is the amount not refunded to me, the prior rep lied as the manager was able to remove/delete the auto-pay from my account. However, since all of this has occurred, the account was also showing that my payment was past due and I was being charged an additional late charge of {$40.00}. This manager said that the account wasn't taking note of the {$350.00} payment and that she would have the late fee and overdue notice removed from my account, this would be reflected on the account within 48 hours ( it has been over a week and still nothing has changed ). Also, she would stop the original refund, reissue it and funds would be available within 10 business days, although she put a rush on the request. 

I still have not received a dime from BOA but I've been credited the whole amount of the debt on my statements. I have finally reached out to resolve with XXXX, who can hopefully reverse the original transaction. However, I've had an empty bank account since the end of XXXX due to either ineptitude or fraudulent information provided by BOA each time I've contacted them.

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