Consumer complaint received 2018-04-03
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I spoke with a representative on XX/XX/2018, I explained that there was an error with my cell phone company automated service and I wanted to stop a payment and she explained that it can be done as long as the payment hasnt posted and is still in processing through overnight the payment will be stopped. I said ok thanks. Check the next day payment still pending gave it a little time. Called the following day on XXXX XXXX explained the story again and the error caused by my cell phone company to a claim XXXX representative she told me she would open a claim have it reviewed but sounds like I wont get the money back as this is not a bank error she advised they will call my cellphone company and if they say the charges are correct there will be nothing they can do. I explained that things were coming from my account and it would overdraft and I didnt want that. She again told me I wouldnt get the money back but they will research cause again it wasnt a bank error. But if the cellphone gives me back the money they will reverse the overdraft fees I said ok. XXXX ended up giving the money back when it posted to the account it said adjustment I was like great made a couple deposits and didnt think anything of it got the over draft fees reversed received a letter for that. Now on XX/XX/2018 Bank of America goes into my account and takes {$380.00} I explained I have bills coming out mortgage payment was about to make a deposit I asked why was this done the manager said to me because we gave you a credit for XXXX I said you did not when? She explained that I was sent a letter on XX/XX/2018 ( that I never received XXXX advising that they would be issuing me a temporary credit to me in XXXX business days from XX/XX/2018. I explained that they I thought the money came from XXXX I never knew about this asjustment. I explained thats not fair to the customer and they this entire process Ive been misinformed. I asked her if she could put the money back and she told me no she couldnt. Ive been banking with your bank for XXXX years no problem at all now this. I feel I was treated very very unfairly. I asked if the funds wasnt in my account would the money still had been taken and I was told yes I was like even if it would send my account in overdraft I was still told yes. I am asking for all this back and forth countless hours being misinformed that I get the refund of {$380.00} as I never received proper notification regarding these funds and now that they are gone my billing for my home is in jeopardy. I was lied too on several occasions I asked the calls from XX/XX/2018, XX/XX/2018 and XX/XX/2018 be listened to as this could had all been prevented had the payment was stopped like i initially was told. There is a lot of banking errors and feels that what the representative words should be honored as she said I wouldnt get the funds now to get the funds doubled and be penalized for nothing I did. Thank you for any assistance you can provide in helping me get the additional funds back. Thank you 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 monetary relief