Consumer complaint received 2019-05-11
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Back on XX/XX/2019, I used my Bank of America checking account to do an ACH payment for my rent at the house that I was living at for the amount of {$1500.00}, in which at the time there were two amounts taken out of my account equally a total of {$3000.00}. We contacted Bank of America to let them know that a double payment was taken out and instead of giving us just one amount back, they gave us both. When that happened the original {$1500.00} rent payment had not been paid, so since we were in the process of moving at the time I we made an arrangement with the company that we were renting from to just keep our deposit, which means that we were entitled to both {$1500.00} payments back. On XX/XX/2019, I did receive two credits of {$1500.00} back into my account, but did not realize at that time that they were both temporary credits, so I did not inform Bank of America that I had made that arrangement with the rental company to keep the deposit. Only one of the credits became permanent however and back on XX/XX/2019, Bank of America withdrew {$1500.00} from my account. When that happened, we contacted them and explained what was going on and filled out a claim form that they emailed us, which explained why I am entitled to that second credit back. On XX/XX/XXXX, I finally received the {$1500.00} back into my account and were told by their claims department that it was going to be a permanent credit, ( which it should have been ). Since we had moved by this time, I used it to immediately pay my rent at our new house using an ACH transfer, but on XX/XX/XXXX after the rent for our new house had already been paid, Bank of America took the {$1500.00} back out of my account. We called them once again to explain the situation, and I even faxed them a letter from my previous landlord confirming that they were keeping our deposit for fees owed, and Bank of America still refuses to give us this money back and keeps saying that it was a double credit issued. At the time when the money was first paid back on XX/XX/XXXX it would have been a double credit, but as I stated I made the arrangement with the rental company, so I am now entitled to have that money back and it is no longer a double credit. I gave them all of the information they needed and still have not gotten any results, and now since the rent check bounced we have been charged a return check fee of {$40.00} plus a late fee of {$120.00} for our rent and also face eviction because I am not able to pay their rent until XX/XX/XXXX. On top of that, Bank of America has charged me their own {$35.00} charge for insufficient funds on the amount. Every time that we all Bank of America, we get a different person to talk to and a different story in which some of them understand what I am telling them and some don't and just keep saying that it was a double credit that we should not have gotten. The ones that do understand what I am saying tell us that they are requesting them to reopen the claim and to wait two days, but after the two days go by, we end up getting told the same exact thing again about a double credit being issued. We even received a letter from Bank of America that is dated XX/XX/XXXX that the {$1500.00} was a permanent credit and that they considered the issue resolved. It is not resolved and we are now getting behind on everything including our vehicle payment and utility bills. I have a family of 6 in my home and am the only one that is working and it is going to take me months to recover if I can not get this money back.

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