Consumer complaint received 2023-01-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NM
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/XXXX, I discovered that Bank of America debited my account twice for payment of my bill ( {$1000.00} ). I checked my prior bank statement and discovered that Bank of America also debited my checking account twice XX/XX/XXXX to pay my bill ( {$760.00} ). I contacted Bank of America, and was told that my account did not reflect double payments. I contacted XXXXXXXX XXXX XXXX XXXXXXXX and they provided trace numbers for all XXXX payments. I provided the trace numbers to Bank of America. No refund was issued to my account so on XX/XX/XXXX, I contacted the Bank of America again. I have talked to XXXX different associates or managers at Bank of America and there is still no resolution. Yesterday I was told that the extra payments were credited to my XXXX XXXX XXXX  account and they needed his permission to take the credits out of his account before they could refund the {$2400.00} to my account. We tried to reach him, but he did not answer. The Bank of America XXXX ( XXXX XXXX in XXXX, NY ) told me she would try to call my XXXX  back. No one called him. I contacted him and he offered to give me a check for the {$2400.00}. Now I have decided to accept his offer because when I called the Bank today, the first associate ( XXXX in South Carolina hung up on me ; the second associate ( XXXX in South Carolina ) said I needed to speak to her XXXX ; and the third associate ( XXXX XXXX said I needed to get my XXXX  on the phone to authorize Bank of America to debit his account for the {$2400.00}. I could not get him on the phone, and XXXX hung up. He did not attempt to call me back. I have spent hours trying to resolve this and I give up. I have given the Bank all the information it needs to return the {$2400.00} to my account and I am tired of hearing excuses about why they can not give me the money. They took the money without authorization from my account and were grossly negligent in crediting the extra payments to my ex-husband 's account. Bank of America XXXX XXXX and penalties if XXXX is XXXX day late with a payment so I put my account on autopay, and now I am paying the priceXXXX XXXX XXXX XXXX XXXX If I charged them at my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ), Bank of America XXXX XXXX me at least {$8200.00}. I have never seen such complete incompetence from a bank. I intend to get the money from my XXXX  and will repay him if Bank of America ever gets around to debiting his account. As soon as this is resolved, I will pay my balance and close my account. I hope you will investigate Bank of America so no one else has to endure what I have endured. Its telephone tree is a hassle. Each time one calls, one has to start over explaining the issue. I am voting with my feet. I will never do business with Bank of America again.

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