Consumer complaint received 2017-08-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
XX/XX/XXXX - I contact Bank of America ( B of A ) that XXXX XXXX ( XXXX ) has not received my payment from XX/XX/XXXX. 

XX/XX/XXXX - I receive an e-mail stating they have spoken with XXXX at XXXX and have provided her with proof of payment. 

XX/XX/XXXX - I speak with XXXX who says B of A has not faxed the proof. 

XX/XX/XXXX - I call B of A and give them the fax number. They will fax it. 

XX/XX/XXXX - I call XXXX and speak to XXXX who says they still have not received the fax. 
I call B of A and give them the fax number again and tell them to send it attn : XXXX XXXX. 

XX/XX/XXXX - I speak with XXXX who will fax and mail the proof to XXXX and to me. I receive the numbers for the proof in the mail a few days later. 

XX/XX/XXXX - XXXX at XXXX says they returned the payment to B of A and gives me a number that she thinks is the trace number. 

XX/XX/XXXX - I speak with XXXX at B of A who takes the number and will get back to me in 3 to 5 days. I never hear from anybody. 

XX/XX/XXXX - XXXX says that the number I gave them was incorrect. So they still need a trace number. 

XXXX - XXXX at XXXX will get back to me in 7 to 10 days. She does n't. 

XX/XX/XXXX - I receive an e-mail from B of A that my complaint is being researched and they will get back to me in 3 to 5 day. They do n't. 

XX/XX/XXXX - XXXX at XXXX will escalate to a manager and call me right back. She does n't. 

XX/XX/XXXX - XXXX at B of A said XXXX still has not sent the proof that the payment was sent back. They need a trace number. 

XX/XX/XXXX - I speak with XXXX a supervisor at XXXX who will call and send me an e-mail with the trace number. 

XX/XX/XXXX - XXXX calls and sends an e-mail with the trace number. 

XX/XX/XXXX - I go to my local bank in XXXX, NV where I speak with XXXX XXXX who copies my information from XXXX who calls Bill-pay and gives them the information. They will contact me in XXXX to 5 days. They do n't. 

XX/XX/XXXX - I speak with XXXX XXXX the manager at my local bank, XXXX XXXX is off that day. XXXX said that supposedly my account has been credited but it takes 7 to 10 days for it to show up on my account. It does n't. 

XX/XX/XXXX - I call XXXX again and he calls Bill-pay. Bill-pay tells him that they can see the trace number from XXXX but does n't know why it has not been credited. 

XX/XX/XXXX - I return home from vacation and still have not heard from anyone so I reply to the XX/XX/XXXX e mail asking when they are going to reply that the 3 to 5 days has gone by. 

XX/XX/XXXX - I receive an e-mail telling me that Bill-pay did not receive the trace number until XXXX/XXXX/XXXX and there was a problem with the XXXX return and they will get back to me in XXXX to 5 days. They do n't. 

XX/XX/XXXX - I reply to their XX/XX/XXXX e-mail asking when this is going to be resolved. 

XX/XX/XXXX - I get a reply that it is being researched and I will be notified. There is no date as to when that will happen. 

Reference : B of A Case ID XXXX XXXX : Ticket Number XXXX

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