Consumer complaint received 2021-03-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OH

Complaint narrative:
On XX/XX/XXXX I submitted a claim to Bank of America for an unrecognized charge of {$810.00}. Claim # XXXX. 

Bank of America opened a duplicate claim on XX/XX/XXXX after I reported my card was lost. This resulted in two credits of {$810.00} being added to my account on XX/XX/XXXX. The credits applied to the account never reflected in my account ledger and I only received credit for {$810.00}. 

On XX/XX/XXXX I received a letter from Bank of America representative XXXX XXXX in response to my complaint with the Consumer Protection Financial Bureau stating, " On XX/XX/XXXX, two temporary credits in the amount of {$810.00} each posted to your account for both outstanding claims. On XX/XX/XXXX, the claim number XXXX was closed as it was a duplicate of claim XXXX. The additional credit of {$810.00} was reversed from your account on that same day. We are working closely with our Claims unit and have determined that additional time is needed to complete our research on the claim number XXXX. Once our research is complete, we will provide a final resolution to you by XX/XX/XXXX. 

On XX/XX/XXXX ( letter dated XX/XX/XXXX ) I received a letter from Bank of America Claims Resolution stating it was unable to approve my recent claim # XXXX. The letter advised me that the credits for {$810.00} that was applied to my account will be removed on XX/XX/XXXX, along with any credits for fees related to the claims. 

On XX/XX/XXXX I stopped in Bank of America Financial Center located at XXXX XXXX XXXX, XXXX, OH XXXX at XXXX XXXX XXXX and spoke to XXXX XXXX and XXXX XXXX both Relationship Bankers about this matter and they concluded that I did not owe Bank of America but they needed to research it further to confirm. 

On XX/XX/XXXX I contacted Bank of America Claims Resolution to dispute the claims and advised them their accounting is wrong and the claim was previously paid when I had a deposit of {$3900.00} on XX/XX/XXXX when the account was overdrawn {$870.00} as a result of the Temporary Credit Reversal on XXXX. As previously reported by Bank of America " On XX/XX/XXXX, two temporary credits in the amount of {$810.00} each posted to your account for both outstanding claims. On XX/XX/XXXX, the claim number XXXX was closed as it was a duplicate of claim XXXX. The additional credit of {$810.00} was reversed from your account on that same day. 

On XX/XX/XXXX Bank of America stated in a letter that the temporary credit that was applied to my account ending in XXXX will be reversed on XX/XX/XXXX, which will reflect on your next monthly statement. Bank of America claims that no banking error occurred but previously acknowledged and admitted that one did occur. I disputed the {$810.00} charge to my account which generated a claim number. After the call I checked my wallet for the debit card and learned the card was missing. I immediately contacted Bank of America and notified them. This was not a new claim but an addendum to the original and only claim I filed related to the initial {$810.00}. The representative who took my call neglected to notice the claim that already existed and instead opened an additional claim. Bank of America acknowledged this in their correspondence dated XX/XX/XXXX. 

On XX/XX/XXXX I received a telephone call from XXXX XXXX, Relationship Banker advising me that he spoke to a Resolution Specialist who advised him that I owed the {$810.00} because of the credit applied to my account on XX/XX/XXXX. I reiterated the aforementioned but we did not arrive at a mutual resolution related to this matter. 

On XX/XX/XXXX I contacted Bank of America Claims Resolution to request an extension of the XX/XX/XXXX credit reversal which would result in my account being overdrawn {$810.00}, my rent payment will be stopped and other bills will not be paid. I was advised by the representative that Bank of America does have a process that would allow up to two weeks extension. The request was submitted. I called the Claims Resolution Department again and was advised the request was denied and my account would be debited the {$810.00} on XX/XX/XXXX. Again, the credit was previously paid with a bank deposit on XX/XX/XXXX in the amount of {$3900.00}. 

Please investigate the matter and provide me with a response. I have attached the documents from Bank of America related to this matter. 

Respectfully Submitted, XXXX XXXX XXXX

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