Consumer complaint received 2023-02-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/XXXX I made a {$2000.00} payment on my credit card with Bank of America. When I checked my checking account I noticed that the payment had not been sent or so I thought. I resent the payment by mistake on XX/XX/XXXX. On the XXXX of XXXX I contacted customer service at Bank of America requesting that the funds be returned. I dont recall if they could see that the payment had been duplicated at that point, but sometime between the XXXXXXXX and XXXX I called again and the Bank confirmed that they had received 2 payments in the amount of {$2000.00} for a total of {$4000.00}. I was told at that time, it would take 10-12 days for the funds to be returned. As time went on, and I didnt receive the funds, I called again and at that time I was told that the information I received was incorrect and it would take 2 billing cycles to have my funds returned. I don't know if at that time there was any process started to refund my money. There has never been a dispute over whether or not there were 2 payments in the amount of {$2000.00} each received. At that time, I didnt know what the start date of the billing cycle would be I should have asked for that information. 
I received a letter dated XX/XX/XXXX indicating that a case number was issued XXXX and that research was underway and if additional information was required I would be contacted. I must assume that the case was not opened until sometime prior to or on the XXXX of XXXX, approximately 3 weeks from my initial call. There were no questions regarding the duplicate payment we agreed on the facts regarding the duplicate payment. 
I received an email survey regarding the service I had received from BofA sometime between the XXXX and XXXX of XX/XX/XXXX. I responded with my frustration and subsequently received a phone call from a customer service representative who left a voice mail I returned the call, we discussed the situation and she told me at that time, I could expect my funds to be returned sometime between the XXXX and XXXX of XXXX. I called on the XXXX of XXXX and the customer service agent reviewed the information in my case, and told me that he would have his manager approve the refund and I could expect the refund sometime after the XXXX of XXXX taking the 3-day weekend into account it would take between 24-48 hours to process. On the XXXX of XXXX I called BofA again to find out the status of my refund and was told that the process takes 60 days and was started on XX/XX/XXXX after I spoke with the customer service agent who responded to my discontent and the answers in the survey which would mean that he 60 day period was not quite half way through apparently this information was obtained in my file. I have always assumed that the 60 day period would end in midXXXX. I protested this information and asked to speak to her manager, XXXX XXXX and he informed me that nowhere in their system was an approval for the refund and that each time I called, a new investigation was started rather than adding additional information to the original case number. He told me that he would reach out to the Refund Department and confirmed my phone number so that he could call me back. He agreed to all the facts. I was given a new case number XXXX. 
During this period, I had limited funds available to me and was forced to request cash advances from my credit card for which I was charged a total of {$50.00}. I had to pay some bills and based on the incorrect information I received that it would take 10-12 days form my refund, so rather than be charged late fees on other bills I had to pay, I felt I had no choice but to get the cash advances. I have subsequently had to request an additional cash advance, so there will be a charge for that as well. I understand that in the disclosures that are required to be provided to the consumer, fees that are to be charged are included but I had no option but to request the funds. If I had my funds returned, I would not have needed the cash advances, so I am also requesting that the fees for the advances also be refunded. 
In my numerous follow up calls, I learned that my funds would be returned in the form they were sent - I don't have a checking account at BofA, I sent the payments electronically. The funds must come back in the same form it was sent. It was not until I spoke to a customer service agent after receiving the letter indicating there was an investigation regarding my duplicate payment that I learned the initial process was incorrectly processed from the beginning and would need to be restarted. 
I can choose to go elsewhere for my banking needs but in a highly regulated business like banking, customer service and information must be accurate and timely by regulation. The bank can set the policies and procedures they like and my complaint may be more about customer service than regulation or law. The facts are clear BofA agrees that I made a duplicate payment and have indicated they will return my funds. I understand that inept employees are not within your scope of authority but providing incorrect information and delays in a clear cut situation should have some relevance.

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