Consumer complaint received 2024-08-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA

Complaint narrative:
On XX/XX/XXXX my credit card payment was scheduled for autopay. I pay my credit card off in full each month. I logged into my account on XX/XX/XXXX to see a notice that my bill had not been paid via autopay and was due and that I needed to pay it immediately to avoid a late charge. I did so from within the Bank of America system. Unbeknownst to me, Bank of America had initiated autopay, resulting in my checking account ( not a BofA account ) getting charged twice for the same charge. I noticed this when I received a notice from my bank of an overdraft. I reached out to Bank of America to ask them to stop the duplicate charge and they told me there wasn't anything they could do and the best they could do would be for me to request a refund but that that could take quite a while. I went back to my bank and asked them to put a stop on the duplicate payment, which they did. Bank of America had already credited my account for the {$8000.00} on XX/XX/XXXX and did not acknowledge the stop from my bank until XX/XX/XXXX. They then put that same {$8000.00} on my credit card, as if I had spent that money, bringing my balance owed on the card to {$16000.00}, even though my credit limit is only {$12000.00}. Today, they debited my account through autopay for {$16000.00}, even though the only purchases made amounted to {$8500.00}. I immediately called them and after over an hour on the phone was told that they could not refund more than my credit limit so could only return {$11000.00} to my bank account. I asked them to refund the entire erroneous debit and let me pay what was owed. They said this was impossible. They then said that even if they were to refund me the money taken in error it would be at least 7 days before the money was returned. I let them know this was unacceptable as it was their error and it would leave me with XXXX money to live on for the next 7 days. They said they were " sorry for the inconvenience. '' After an hour of going in circles there was no resolution, although they did say if I called back tomorrow they would see if they could get it pushed through in XXXX hours. Again, this is wholly unacceptable. They stole my money and are now leaving me on the hook with a negative bank balance. To make matters worse, they are charging me an interest fee on this mythical $ XXXX they say I owe! I am thoroughly disgusted by the way Bank of America has handled this mistake on their part. As a consumer, it feels incredibly predatory. Not only am I out a ton of money and unable to provide for my family, but it took an hour on the phone with them and then another XXXX hours at my bank trying to figure out a solution. XXXX hours that I had to take off of work.

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