Consumer complaint received 2017-02-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: PA
Product: Bank account or service
Sub-product: Checking account
Issue: Making/receiving payments, sending money

Complaint:
On XX/XX/2017 I received a notification from Bank of America that Online Bill Pay check of XXXX was nonsuficient from XX/XX/2017. I contacted them to findout why the payment was returned, when it was presented at XXXX and I did n't receive a notice that my account had fallen below the balance and deposit was needed until XXXX am on XX/XX/2017. I contacted their Online Bill Pay and was advised the check would be returned, I explained although I could draft another payment, being that I have payroll deposit coming into my account on Friday instead of me drafting another check, if they could just pay the payment, the representative advised me being that I have the direct deposit coming thru they could do a force payment, but their unable complete the force payment on XX/XX/2017, because it was XXXX and the department who handles this process was closed and to call Bank of America on Monday at XXXX and they can do the force the payment through. The representative explained the payment would be returned but to contact the Merchant and advise them to place the payment back thru my account, because the payment would be forced thru I instructed the representative to please notate my account, so when I contact them everything will already be explained and was advised my account would be notated. 

I contacted Bill Pay at XXXX on Monday XX/XX/2017 and the first person attempted to transfer me to Online Banking and the call was dropped. I called back and the call was dropped again. I then spoke with another person when then transferred me Online Banking and spoke with a indivual by the name of XXXX who claimed that was unable to access notes left by Bill Pay and it was obvious he did n't know how to handle the call. He then transferred me to Payment Processing Department called XXXX 5 and the female said they do n't speak directly with customers only Bank of America associates and said she could transfer me back to customer service, but instead transferred me to a fast busy. I then called back and spoke with another representative, who then advised me the check posted on XX/XX/2017 and continued to assure me the payment had posted, until I bascially demanded he verify this was correct information after checking, he came back on the line and explained the check was returned and reached out to this XXXX 5 group to see if the payment could be paid and he came back with the response it was being returned. I then was transferred back to Online Bill Pay, whom I made aware I was making a complaint, kept placing me on holds and she claimed she attempted to contact this XXXX 5, who gave her the same response the payment was being returned. This is just horrible customer service, their representatives do n't know the correct process and procedures and they should have honor the payment being forced as advised by their company representatives on XX/XX/2017. Bank of America is horrible on all levels, when their not masking debit card transactions and posting them at later dates so that consumers will be billed overdraft fees, their providing inaccurate information and not honoring what was quoted.

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