Consumer complaint received 2021-06-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
Hello, I was at work XX/XX/XXXX. I received a phone call from electric company saying that my electricity would be turned off 30-45 min of my home address. The truck is in route. Press 1 to speak to a representative. I pressed one and and a man said he was from the electric company and i was past due on electric bill. He knew my address and account number. I said i paid my bills but i may of missed it but you turn off for one late payment. He said 2 notices were sent to my address. ( he said my address ) i asked can i give a credit card payment. He said no. It has to be done instantly, u can use XXXX on your Bank of America count. I asked what is XXXX? He said it is secure sending with your Bank. I went to my Bank of America count and sent XXXX to a number for electric company. I than was asking more questions and said i see i made a payment XX/XX/XXXX. He than said i do not see that let me transfer you to the account manager. I am transferred. The count manager was looking at my account and said i do see a payment. We need to get you reimbursed this amount. There is a glitch in my account because the electric company gave a covid relief money to help with the hardship. We need to reimburse you. Didnt you see this in your bill? I said no. We actually owe you but there is a glitch in my system since you didnt claim. We can put this back in your account now. What is your account number? I said i do not feel comfortable doing that. He said all will be fine. Im starting to get upset and said just credit my account. What is your name? He said XXXX XXXX. Gave me my case number. 2 numbers and said not to worry. He said we can do it on XXXX than. Put in amount XXXX send it and than i will send back to you plus what we owe you and the computer glitch will be fixed. It will continue to do this every month until we fix the problem. He said dont worry it will go directly into your account. There is a glitch in the system here with your account. I am now so confused and felt something not right. I am questioning everything but continue Bank of America text me and said do you approve this amount yes or no. I said yes and told the guy this doesnt feel right. i also text my husband and told him to call Bank of America. Do not let money come out. I told the guy my husband involved now. He told me to tell him it be ok. I am still on the phone with the XXXX from the electric company. ( my husband calling bank of America ) i said my money u owe me is not back in my account yet. He gave me a conformation number and said wait a few minutes it will come up. All is good. I see a warning from bank of America in my email now that said fraud alert call immediately or funds will not be released. I thought i maybe protected than. I hung up on the guy and immediately called Bank of America and was transferred to XXXX. I was so worried about my electric being turned off. Its almost a 100 degrees here and i have a XXXX son at home being watched. I thought Bank of America had my back but they transferred the money anyways.

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