Consumer complaint received 2025-01-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WY

Complaint narrative:
Problem 1 : Bank of America 's bill pay program represents that it sends payment to a payee on a particular date. It does not say anywhere that it will deduct from the customer 's account the amount of the check on the expected delivery date, even if the recipient never receives the check or cashes it. Rather on the expected delivery date, even if it's not delivered, the Bank reports that the check has cleared, so that customer believes payment was received and made. The Bank takes the money out of my account and puts it in its own pocket. In my case, my scheduled rent {$3000.00} check to my landlord was never received. However, Bank of America reported that the check had cleared and the money was taken out of my account on XX/XX/XXXX. On XX/XX/XXXX, I heard from my landlord that the rent is past due. I sent her a copy of what Bank of America online said that the check was cashed and the money was out of my account. Landlord said this was not correct. I called Bank of America, who has almost zero customer service and waited. Finally, the unprofessional rude representative said this was how all bill pays work -- the money is taken out of my account even though the recipient has not received or cashed the check. He said Bank of America would stop payment and refund the money but it would take days. I asked if Bank of America would pay the landlord 's late fees. The rep responded " no ''. I asked if Bank of America would correct any late payment reporting it had caused for anyone. The rep responded " no ''. This is unlawful conversion, fraud and misrepresentation. 

Problem 2 : After telling me that the money would be refunded to my account, I received a notice that this would occur within XXXXXXXX XXXX However, it did not happen. Meanwhile, I had to fund a second time my {$3000.00} rent, while waiting for the refund from Bank of America. When no refund was provided at XXXX XXXX  past the XXXX XXXX it had promised, I called again. Another XXXX XXXX on the phone with another unprofessional representative. He transferred me to someone who said another XXXXXXXX XXXX XXXX XXXX XXXX  I still had not received my money back. I drove to a branch and sat for XXXX hour, and this is no exaggeration, to talk to the manager, who was on the phone that entire time, trying to get for some other customer his money back that also had been improperly taken from his account. I listened to the entire thing, while waiting. When she helped me, it was another XXXX XXXX  of her on the phone with others in the Bank. She said give it another XXXX XXXX XXXX XXXX XXXX still no money. I tried to call her at the number she gave me. It went to a dead-end. XXXX XXXX later, I finally got my money back. It took XXXX XXXX to get my money back. Meanwhile I had to pay my rent twice. 

Problem 3 : In XX/XX/year>, XXXX took money from my account that had never been authorized, but which Bank of America paid. While Bank of America eventually gave me my money back. It was another long wait and poor customer service, all of which made me wonder who is minding the store to allow such a thing to happen. 

Problem 4 : While Bank of America takes and uses customers ' money under a scam and wrongfully makes it as difficult as possible to get it back, it made a large donation with customers ' money to XXXX 's inauguration festivities.

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