Consumer complaint received 2018-05-19
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: BANK OF AMERICA, NATIONAL ASSOCIATION

Complaint:
HISTORY ON CLAIM # XXXX XXXX withdrew more than it was allowed to from my account and this is why the claim was filed. When it was first filed back when the transaction first occurred, there were claim forms paperwork left online for me to fill and I was never notified that there was anything needing my attention until I received a letter in the mail denying my claim on the ground that additional claim information was never received. I called and spoke to claim representation to let them know that I never received any paperwork and that is where I was told that the paperwork in question was left online for me to fill out. 

The claim was continued with the additional paperwork sent ; then I would call and follow up with the claim department as well as Bank of America customer service letting them know that there is an ongoing claim on the overdrawn account # XXXX and that as soon as the claim is resolved the overdraft will also will also be resolved. 
Without any warning my account was closed and when I call to find out why I was told that the balance owing has been reported to XXXX. Shortly after I received a letter from the claim department informing me that they are unable to credit my account because they contacted the merchant and received proof of debit authorization. 
The basis or reason of the credit denial does not make any sense because the claim was filed based on the fact that they were not authorized to take the amount of {$350.00} out of my account. The agreement I have with XXXX was {$160.00} and NOT {$350.00}. These details were all included in the claim. In the meantime the merchant realizing the error sent me a credit refund which took a little longer to get to me and a copy of the refund check is attached. 
It is clear in this case that the claim dept. did not do its job nor due diligence to the fact contained in the claim other wise they would have found out that the claim was valid along with the details I told them. Had they done their jobs the merchant would have told them of the error and the overcharge which caused my checking account to be overdrawn. Had they done their job in a timely manner they would have credited my account back and would have prevented my account closure. The credit refund from the merchant has been attached to this fax and is a proof that Bank of America Claim Dept. DID NOT DO THEIR JOB and therefore I am requesting the following : 1. Crediting of all fees back to balance on the closed account # XXXX 2. I need our information taken out of XXXX and a confirmation in a form of our XXXX report be sent to our address XXXX XXXX XXXX XXXX XXXX CA XXXX 3. If possible, can we have the account that was closed reopen since the closure should not have happened? 
I am available to answer any questions you may have, please call XXXX. 

Update on dispute On XX/XX/2018 I received a letter from Bank of America and I was very disappointed that Bank of America once again didn't even take the time to review my resubmitted claim again for the third time and just quickly sent me a letter stating they are again unable to resolve this dispute correctly.

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