Consumer complaint received 2023-02-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
Note : FDIC communicated on XX/XX/2023 for the FDIC Ref. No. : XXXX that they have forwarded the complaint to CFPB at XXXX XXXX XXXX Washington , DC XXXX Name : XXXX XXXX Bank : Bank of America Type : Bill Pay payment to XXXX XXXX XXXX XXXX Amount : XXXX Date : XX/XX/2023 Issue : XXXX XXXX account holder XXXX XXXX XXXX XXXX ' ( XXXX XXXX XXXX ( new owner XXXX XXXX ) communicated that this payment does not show in their account and gave photos of bank statement. 

Details : On XX/XX/2023 : We went to Bank of America at XXXX XXXX XXXX XXXX XXXX, MA XXXX and also raised an online inquiry Case ID : XXXX. We were told to take print out of check to XXXX XXXX which we did and got confirmation that they did not get the check. 

On XX/XX/2023 : Bank of America Advance Service personnel XXXX ' ( XXXX XXXX XXXX ) responded that " We attempted to call XXXX XXXX XXXX  on XX/XX/2023, to request a refund on your behalf ; however, we have been unable to reach anyone for assistance. Please contact XXXX XXXX XXXX  directly with any questions regarding the payment status. ". 

BoA : We find it so wierd that Bank of America does not have contact of XXXX XXXX Back Office to reconcile data and expects customer to follow up. 

We gave the Contact of the Branch Manager of XXXX XXXX XXXX ( P : XXXX XXXX XXXX, XXXX : XXXX ) and also XXXX, branch manager of XXXX XXXX at XXXX XXXX XXXX , XXXX XXXX, MA XXXX. 

XXXX XXXX : Both XXXX from XXXX misbehaved and did not co-orporate to give uis any deatils of the back office or forward our written request to their back office. Their argument was we are not customer of XXXX XXXX 

On XX/XX/XXXX, we went to speak to XXXX XXXX at XXXX XXXX XXXX XXXX XXXX ( who said he will forward our request to the appropriate team at XXXX XXXX Back Office at XXXX XXXX XXXX XXXX  XXXX ( the place where the check was delivered ). Also, we went to XXXX XXXX at Bank of America location at XXXX XXXX XXXX, XXXX who raise a complaint for us ( Complaint Number : XXXX ). 

On XX/XX/2023 - Bank of America notified us on messages in our account that they tried to contact We contacted XXXX XXXX XXXX  and spoke to XXXX XXXX regarding the above payment. However, we were not able to obtain information regarding your account because XXXX XXXX  XXXX  will not discuss customer accounts or participate in a conference call with third parties. Also, A proof of payment has been faxed, as requested. Please allow 1-2 business days for the document ( s ) to arrive. 

BoA : To whom did Bank of America fax it to. We are going in circles and need our refund. No one is helping us. The payment left our account over 30 days ago. Bank of America should be able to pull the payment back from XXXX XXXX and refund our account. They just keep saying money left the account so can not refund. 

XXXX XXXX : Very poor service and very non-cooperative. They should have atleast credit the XXXX  account. XXXX XXXX XXXX both were very defensive, non-cooperative, loud and pushy. They said they can not fax to their own back office or contact them, or credit this XXXX XXXX XXXX Account ' at their own bank.

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