Consumer complaint received 2015-04-20
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MD
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On or around XXXX/XXXX/2015 I realized I owed according to my online account {$10000.00} on my XXXX mortgage. Being that I had a Home Equity account with only a 3.4 % interest rate and this loan was a 9.8 % rate that I would transfer the remaining balance. I did a transfer for the amount and it did not show on my account so I did the transfer again. The next day I came in and still did not show the loan paid off so I called them that may have been XXXX or so and they said they would transfer it back and I believe I had to call them again and that is when I was told that I could not transfer the money from the HELOC to the mortage and that is why it was n't showing so I said when you transfer it back I will transfer it to my checking and then to the loan. I was actually borrowing from the HELOC. Since XXXX XXXX the money is still showing XXXX the amount of the transfer. I have called Bank of America many times and today alone on XXXX I have spoke with XXXX, XXXX, XXXX ( left him a XXXX message ), and XXXX and XXXX. By the time I spoke with XXXX she said since I had been on the phone over an hour that she would call me back, I said can you give me your number because you are the XXXX person today. She gave me the number of XXXX extension XXXX. The number does not go through at all and she has yet XXXX hours later to call me back. On last Friday, XXXX. I received a confirmation of XXXX from another representive and she has never called back. I did not get her name. I received a letter from the mortgage department saying it was overpaid and they are returning my payment then a XXXX days later another letter that said I had a balance of {$93.00} and when I keep calling XXXX who had left me a message he never returns my calls. I have spoke to about XXXX other people whose names I did not write down over the past 3 weeks and my balance is showing an extra + {$10000.00} that is missing and I am paying the interest. BOA told me that I could not pay from the HELOC but yet the mortgage office said they took the very XXXX payment and do not show the XXXX payment. i am so frustrated in that I have XXXX XXXX XXXX and very protective of my credit. I have called the corporate office numbers and it hangs up on me after it says stay on the line. I do n't have anything to upload but I can pull my phone records in that when I was calling them the week of XXXX I was in XXXX Washington on work related travel. I have made approximately XXXX phone calls and after I think someone can help me they put me on hold for a while and then I end up with a new rep. Can you please resolve this because they can pull all my account information to reference my transactions and they have acknowleded they see the transactions but yet no one has credited my account nor the interest and no one owns the mistake. I have tried to get in touch with corporate to no avail. There is more to the story and they can pull phone calls also to listen to all my phone calls. Lastly on XXXX. I spoke with a young lady, do n't know her name and she was going to get me an answer and call me on XXXX and XXXX. I never got a message from her my phone did ring from a strange number and I answered it but they hung up and she says she left a message and that is untrue that is why I called on the XXXX. Nevertheless I am really concerned.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief