Consumer complaint received 2024-08-29 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TN

Complaint narrative:
This started as a cancelled XXXX XXXX that Bank of America still processed without my approval on XX/XX/year> for {$1400.00}. I sent another, this time approved, XXXX XXXX  on XX/XX/year> from a second checking account, so I paid my monthly statement twice ( {$1400.00} XXXX ). On XX/XX/year> I called BoA and requested a refund for the first payment of {$1400.00} that was paid through said cancelled bill pay. BoA said it would be 10 business days for refund. 12 business days later, I had received no refund, I called BoA again, BoA stated they returned it, I called my bank and they did not receive it. Called BoA back, and they said the refund was closed and done from their end, the agent had realized they had wrong routing number, even though it was correct when they pulled the money and admitted that it was an error on their end. I was told it would take another 10 business days due to this huge error on their end. 

I filed a complaint with XXXX XXXX XXXX  and on XX/XX/year> I was called by BoA telling me my refund was processed, I checked by checking account and the money was there. On XX/XX/year>, I login to my BoA and I see a charge of {$1400.00} processed on XX/XX/year> that states " payment UNPAID. '' So now, once again, I owe BoA {$1400.00} even though I paid this bill TWICE and only received one refund, meaning my credit statement should be at {$0.00}. I called BoA once again ( call # XXXX ) and spoke with a supervisor, she thought that was taken as a credit on my account and that the refund still had not been processed, but she did not know what the process, whether it would be 10 business days via ACH or 30 business days via check by mail. The complaint dept called me back once again on XX/XX/year>, now telling me that the refund had been processed on XX/XX/year> and that now my second payment ( XXXX ) was UNPAID. I told her that since I have battling them this past month, I have not heard one representative tell me that my second payment was unpaid, she told me I needed to file a claim with my checking account bank. I called my bank, XXXX, and spoke with the claims dept, the rep looked over my account and confirmed that {$1400.00} was paid to BoA on XX/XX/year> as requested. The rep even checked to make sure no money with that value was sent back to XXXX between XXXX that may have had the wrong account or routing number and did not find anything. For the sake of BoA, XXXX agreed to start a claim on my behalf to contact BoA to let them know the payment was indeed processed as reflected on XXXX and BoA accounts. Same day XX/XX/year>, the BoA complaints agent calls me back and I rely the info, she now changes the narrative saying that the refund I received on XX/XX/year> was in fact the refund showing on my BoA account from XX/XX/year> and the new " UNPAID '' charge on XX/XX/year> was not the Chase payment but the XXXX  payment and that XXXX  should have refunded my money. I had already spoken to XXXX and reported this unapproved payment as fraud when I had not received my refund for 1+ business days so XXXX is currently working on my behalf to return my money. XXXX  credited me the amount but that is NOT from BoA, I confirmed this with them. 

Someone please explain to me how {$1400.00} can be PAID and REFUNDED then claimed UNPAID ...???? And throughout this experience, BoA is the problem but trying to pin it on my other banks. In the meantime, I have another payment from XXXX that is PAID for the same amount. 

I have spent 3-4 hours between 6-9 phone calls trying to get this resolved so far with them and 3 more calls with my other two banks trying to help me navigate this horrible BoA. BoA held onto my money interest free from XX/XX/year> to XX/XX/year> while incompetently reversing a transaction they weren't approved to make to begin with. Now they are saying it is unpaid. In the meantime, I am asked to make another payment to them for my monthly bill that was paid back on XX/XX/year>. They refuse to freeze the bill while trying to double charge me.

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