Consumer complaint received 2020-11-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On XX/XX/XXXX I issued an online contribution to my church for {$350.00} via my online bill payment system. When my end-of-year contribution statement was received from the church in XX/XX/XXXX, I realized the XXXX contribution was not credited. I researched my account online and confirmed that the check amount was posted to my account on XX/XX/XXXX. I sent an email inquiry to the church office on XX/XX/XXXX, and they were not able to find that the check was ever received, so I immediately contacted the bank. They advised the check was cashed on XX/XX/XXXX without any stamp or signature endorsement on the back. They sent paperwork to my church to complete, an affidavit stating that they never received or cashed the check. The church financial secretary completed the affidavit and returned it to the bank immediately. I confirmed with the bank on XX/XX/XXXX that they had everything they needed to proceed with the investigation. 

Since that date, I have made contact to the bank multiple times, being transferred on every call at least 2-3 times, sometimes more, and have been told multiple versions and multiple timeframes about when the issue would be resolved. On my first call on XX/XX/XXXX to check status, I was told by a " supervisor '' ( after I requested that the call be escalated because the Customer Service Rep couldn't answer my questions ) that I must allow 90 days for resolution, which would be XX/XX/XXXX according to their file. On XX/XX/XXXX, after not hearing anything, I asked again for the call to be escalated because the CSR couldn't answer the questions. I was told a supervisor would return my call on Monday, XX/XX/XXXX, but that call never happened. On XX/XX/XXXX I called again and was transferred to a supervisor, who advised that the case was with the Federal Reserve and that they can not control the timing of resolution. At that time, she said I should allow 6 months. Just today I called again because the 6 months has long since passed, and was told by a supervisor that the affidavit process could take up to a year and there was nothing that could be done by them. So you can see how the story keeps changing, as the timeframe stretches further and further out. 

There were multiple people involved at my church in this case of checks being stolen from our mailbox and cashed. I have been told by my pastor that all the other people have long since been reimbursed their funds by their banks, who are continuing to pursue their own recovery. The detective who is handling the case suggested I should go to the Federal Banking Commission because the banks are required to reimburse me the funds I am out of pocket while they pursue their recovery. I advised the 'supervisor ' of this in my call today, but she insists there is no process where she can issue the funds to me prior to the issue being resolved through the Federal Reserve XXXX 

I have been with this large national bank for MANY years and am so totally disappointed and shocked by the lack of customer service they have provided on this issue.

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