Consumer complaint received 2021-11-15
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: BANK OF AMERICA, NATIONAL ASSOCIATION

Complaint:
On XX/XX/24 I paid my Bank of America ( BOA ) credit card instead of my Bank of America mortgage payment in the sum of {$950.00}. I used my banks bill pay service. I went on a small trip and came back to see the mistake. 

I called BOA on XX/XX/XXXX. They could not located my credit card account. Spent almost 2 hours on the phone with transfers and hold times. I had not used this credit account in about 8 years. I was advised that they must have purged me from the system for inactivity and that a refund would be sent back to the financial institution that sent the money in about 3-5 business days. This did not happen nor was I ever advised that they closed my account. This was also done without my knowledge. They accepted the payment of {$950.00} even though there is no account to credit and have not sent it back. 

On XX/XX/XXXX I called my bill pay service. They contacted BOA who told bill pay that I had to call and request the refund, which I already did. 

XX/XX/XXXX I called BOA again. 
XXXX in Utah transferred to XXXX in collections, who transferred to XXXX in mortgage who told me they can not see credit card side. XXXX told me it could take 30 days for the funds to be returned. Granted, all this time my credit card account nor payment they accepted has been found. 

XX/XX/XXXX I called BOA again XXXX in Texas transferred to XXXX in Maryland, who transferred to XXXX with customer service in Alabama. XXXX filed a formal complaint to reach hirer management because he could not open a actual payment research case since the account is not active. This complaint number is XXXX. I never heard anything from this complaint being filed. 

XX/XX/XXXX I called BOA on a recorded conferences call with my XXXX XXXX XXXX XXXX XXXX XXXX XXXX. After 1 hour jumping through hoops we were transferred to XXXX XXXX. My bill pay service asked multiple times where they could fax over the full proof of payment that has every bit of information they need to find the {$950.00} to send back. He finally gave us the information to send the fax over to XXXX XXXX. Fax was sent same day XX/XX/XXXX, XXXX XX/XX/XXXX I have still not heard anything back. Took my documents and with proof of scan receipt to local BOA branch. Spoke with XXXX XXXX who emailed XXXX XXXX about the fax and asked for a update. Other than that XXXX could not help me either XX/XX/XXXX emailed XXXX XXXX asking for a update and included scans of all the documents she was faxed on XX/XX/XXXX including a copy of my physical cards to show the numbers on the card matched the account that bill paid {$950.00} to. As of today XX/XX/XXXX I have not heard back. 

XX/XX/XXXX I emailed XXXX XXXX from BOA office visit and as of today XX/XX/XXXX I have not heard back. 

BOA can not take money and not credit my account. They can not keep my money when there is no account to credit. They have now been contacted multiple times over the past months as well as been given full proof of payment and transaction information from my financial institution. This is unacceptable and would put many out of their house. I want my funds sent back to the financial institution that sent them and have given them all they need for proof of payment, locate, and send the {$950.00} 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 explanation