Consumer complaint received 2022-06-25
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/22, Made a payment of {$2000.00} at Bank of America office located at XXXX XXXX XXXX XXXX XXXX, IL XXXX at the teller line. The payment consisted of a cashier 's check drawn from XXXXXXXX XXXX XXXX XXXXXXXX, A XXXX XXXX XXXX. XXXX : XXXX XXXX XXXX. XXXX : Bank of America. See attached for a copy of receipt, cashier check, and payment coupon. 

When checking payment history on my credit card, I discovered the {$2000.00} wasn't applied. I contacted customer service via phone. The rep stated I will receive a letter and a copy of the returned check. At that time, I didn't know why the check was being returned. Shortly after this phone call, I received a letter dated XX/XX/22 from BOA that stated my payment was returned unpaid. The letter did not state why the check was returned or a copy of the returned the check, see attached for a copy of the letter dated XX/XX/22. 

I proceeded to call customer service via phone for the reason why the check was returned. BOA stated the check was returned due to improper endorsement and I needed to go back to XXXXXXXX XXXX XXXX XXXXXXXX, A XXXX XXXXXXXX XXXX to fix the issue. I asked the rep where is the check now? The rep stated when a check is returned, BOA shreds it per policy. I was very confused why my cashier 's check was shredded. I asked for this statement to be in writing so I can take it back to XXXX XXXX XXXX XXXX a XXXX XXXX Bank. The rep stated they can not fulfil my request. 

I was very confused with this information and why my cashier 's check was shredded and returned so I decided to call back customer service and talk with a manager. The manager confirmed the cashier 's check was shredded and transferred me to the bill payment department. The rep in the bill payment department didn't understand why I was transferred to her and stated I needed to go back to XXXXXXXX XXXX. 

I decided to go into the BOA bank in XXXX IL to talk with someone in person at the bank I made my payment. The personal banker researched and came up with the same story. I again requested a letter stating the cashier 's check was shredded. The banker stated she can not fulfil that request and suggested I needed to go back to XXXXXXXX XXXX 

I went to XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX. to talk with them about the cashier 's check. XXXX stated the check was returned due to improper endorsement and provided me a copy of the check front and back. XXXX also ensured that I didn't need to endorse the check because it was payable to BOA and they should have done that step. 

After receiving a copy of the returned check ( front and back ) from XXXX, I went back to BOA bank in XXXX. I explained the situation again and the banker started a case, XXXX. The banker stated they would take care of it and when they got to the bottom of the situation, they would back date my payment so I wouldn't have to pay any interest from this payment. 

I received a letter dated XXXX from BOA stating on case # XXXX that the check was returned due to " Endorsement Irregular. '' The letter continued to state I would need to go back to XXXXXXXX XXXX for them do due research to locate the funds and reimburse me. See attached for a copy of the letter. 

I called XXXXXXXX XXXX again and they stated because BOA was the payee and you have evidence ( my receipt ) that BOA was in possession of the check. They stated BOA, needs to request a new check because of legal reason. 

I feel as if BOA continues to state this is my problem and I did something wrong but I feel they have made a mistake within the BOA system which started at the teller line not endorsing the check when payment was made. 

On XX/XX/22 at XXXX I went back to BOA at the XXXX XXXX, to speak with the manager about the situation. The manger stated I should wait XXXX days and then have the check tracked as a lost check so XXXXXXXX XXXX could re-issue the cashier 's check for me to make the payment again. 

My complaint is only with BOA.

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