Consumer complaint received 2017-10-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
XX/XX/XXXX- Open claim with Bank of America . Representative with the XX/XX/XXXX department, failed to educate me on the time length on filing a dispute. The initial charges were done inXX/XX/XXXX. Per Bank of America they have a XXXX day window to file, this was not conveyed to me on my call when initially filing with them. I had XXXX charges from XXXX that I did not authorize. XXXX XXXX, XXXX, XXXX. This was over a course of 4 months. 
XX/XX/XXXXI checked my account and I was negative XXXX dollars, I immediately contacted BOA to see what had transpired on my account. The representative stated that the initial claim had been filed wrong so she was filing it again. She stated the claim had been denied and that she was filing it right. She gave me temporary credits and stated it would reflect the next day. 
XX/XX/XXXXXXXX Went to XXXX to discover after ordering and card being declined that my account was negative XXXX. I instantly called BOA and inquired on what happened. Upon research they stated a duplicate claim had bee filed and that they were recouping the money. The initial representative was nice and stated she was going to transfer me to her XXXX so he could better explain what was going on and come up with a resolution. I was then transferred to XXXX XXXX out of Utah, he researched my account and saw what exactly needed to be done to get my account in the positive. He stated that he wanted to get with back office and get everything rectified on my account. He asked for my best contact information and he we call me back in an hour. This was around XXXX pm cst. I never heard back from XXXX, so I called back in around XXXX pm cst and spoke with a gentleman. He researched my account and saw where I had spoken with XXXX. He found where he was located and transferred the call to him. When XXXX got on the phone, he told me he had great news and that he gotten with back office. He stated that back office was writing off the credits and my account would back into the positive that evening or first thing Tuesday morning. He also stated that if not I knew his extension and to call him XXXX am cst he would be in to speak with me. ( Mind you this is all on a recorded line ). I thanked him for all his help and stated when I received my survey I would rate him high. 
XXXX Checked my account balance and it was now XXXX. I immediately called BOA to see what was going on. Spoke with a representative and she stated that XXXX was not a supervisor, he had done nothing on my account. She then stated she was escalating this matter and filing a complaint on my behalf. She also put {$24.00} in my other account allowing me to have some form of money because this had left me with nothing. She told me to check back tomorrow on the escalation because they had until XXXX pm cst next day to reach out to me. 
XXXX Called into BOA to check on my escalation ( mind you this is day XXXX with no money ), only to find out no escalation had been made. I was advised by a supervisor name XXXX to reach out to XXXX because there was nothing BOA could do for me. I stated ok and did just that. I called back in got a BOA representative on the line and a XXXX rep on the line. The XXXX rep stated that XXXX did n't have my money and never had it. Once it was rejected, XXXX gave the money back. BOA advised that they had not received any credits from XXXX. XXXX rep was adamant that they did n't have my money. BOA told the XXXX rep that she would take over the call. I explained to her in detail everything that had transpired the last few days. She stated she was emailing XXXX 's boss and she was escalating the matter and was requesting the phone call be pulled. She stated to check back Friday or Monday on the claim. 
XXXX Received a missed call from BOA. I returned to the call and the rep stated no one had call me. I asked about the claim and she stated no one had pushed this to be escalated she would file for it to be escalated. I then lost it and hung the phone up. I then went to a banking location and spoke with the XXXX XXXX. She was so helpful and beyond pleasant. She did her research in the matter and then called claims. She was given the same thing about escalating it and for us to call back tomorrow. ( XXXX hour window ). XXXX got off the phone apologized and asked could I come back in on XXXX @ XXXX pm cst to give them a call back I said yes. I then left the bank. 
XXXX Went back to the bank facility and spoke with XXXX. She called claims only to say they are working on it. XXXX expressed that we needed a resolution, they stated it had been escalated to the highest extent and now all we could is wait. She then got off the phone apologized for everything again. I stated I wanted to file a formal complaint. She filed XXXX for me. I gathered my things and left. Later that even I checked my account they had taken another XXXX out for part of the claim they approved. They stated someone requested it to be reversed. I asked who? They stated a representative asked for it to be reversed. They then escalated this, due to the fact I did not authorize this on my account. 
XXXX Called in and things are being looked at.

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