Consumer complaint received 2023-12-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
XXXX XXXXXX/XX/, I dialed XXXX from my handset to make the monthly payment. After typing my zip code, the automated machine said there was an error, wait for an assistant. I didn't believe anything. So I tried it at least three times, and same response. Therefore, I decided to pay my bill via XXXX XXXX. Again, I was informed there has been error. Finally, I tried it again, I took a screenshot picture while the payment was processing. I received a notice saying payment didn't go through, but when I checked my Bank of America online ledger, it had gone through. ( see images ). 
Since the payment of {$71.00} had gone through, I notified : - XXXX ( requesting my payment confirmation ) - XXXX - XXXX - XXXX Nobody texted me anything. This morning, XXXX, I woke up and went to use my phone ; no service. I couldn't believe payment had gone through, and I had no service. This is the second time I wake up with no service and the bill is paid So, I called XXXX to inform them that my handset was switched again and now I have no service. This took place around XXXXXXXX XXXX EST. I even disclosed to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

On my way to the airport, I stopped at the XXXX XXXX XXXX retail store inside the XXXX XXXX. By then, it was XXXX XXXX XXXX., XXXX to XXXX XXXX. EST. I shared everything to XXXX. He alleged his computer reflected no payment. I dialed XXXX on speakers, and the machine said my last payment was XX/XX/2023. XXXX dollars has been added to my account. And then it said " you have a XXXX balance. '' Dialing XXXX was not enough evidence to XXXX. So, I dialed the Bank XXXX on speaker phone. The automated machine said clearly XXXX XXXX {$71.00}. Then XXXX said, " Well, I do not know if it's being returned. '' So, I called XXXX XXXX XXXX and when I asked for Customer Representative for payment, the machine hung up on me. 
At that point I notified XXXX XXXX XXXX FCC OIG of what I was encountering. Then XXXX came over while I was trying to reach XXXX XXXX XXXX customer service. XXXX had already left my side. XXXX asked me to open my handset. He brought over a sim card and IPad. He then punched a few characters. He closed my cell phone. He then said " all done. '' Something to that effect. After that he dialed XXXX. The automated machine said, " Your last payment was XX/XX/2023. I went crazy ; and raised my voice. XXXX said he didn't do anything. I haven't paid. 
In conclusion, since I had a flight to catch, I made a second payment, {$69.00}. ( see images ) I recorded 95 % of the payment process. After a receipt was handed to me, I opened my online ledger and showed the double billing. 
A few hours later, a text kicked in saying my payment was not successful. Therefore, I'm asking for a refund of {$71.00}. 

Please have Bank of America refund {$71.00}. CRAZY, but true. Again, please have {$71.00} refunded asap. 

Thank You, XXXX XXXX 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 explanation