Consumer complaint received 2025-03-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CT

Complaint narrative:
RE : Bank of America Credit Card I made an over payment of {$220.00}. This was because I used bill pay. When I paid off the card and automatic bill pay still was sent to the card irregardless of the XXXX balance. Long story short : Bank of America ( BOA ) sent me a refund XX/XX/2024. On XX/XX/XXXX I noticed the account was at XXXX and called to inquire about the -balance. I called and the young lady told me it was refunded to me via check. I told her I hadn't received the check and she said give it some more time. A few months passed and I called again inquiring about the check. I spoke to another lady who said it was credited back to the bank I paid with. We both look through all my accounts and didn't see this credit. She then said she will have them issue another check since that check was not cashed. I get a letter in the mail that they would not send me a check because it was cashed by me in XXXX ( 2 weeks after it was sent out ). In shock, I said this can not be and requested a copy of the check that was cashed. This was sent to me and I saw someone fraudulently signed my name in print saying XXXX XXXX ... and without my last name. I called BOA again and during this time no one could find notes stating any of this occurred. 
Feeling defeated and somehow betrayed ... I continued to complain everywhere until I received a call from the XXXX complaint team in XXXX. Her name was XXXX and paper work was sent to me to fill out. XXXX told me to fill out the fraud complaint paper work, have it notarized and faxes back to them. We both agreed that I will go to BOA where I filled out the paperwork in front of notary and she notarized it and she also faxed the papers from BOA site. 
She told me that there was confirmation that it was through successfully in XXXX. I called today XX/XX/XXXX to check on the status of this fraud claim and after being on the phone for two hours ( I had one kind representative stay on the phone with me the whole time because I refused to have him hang up and leave me in tears with no justification ) and I got no resolution and he was even surprised at how lengthy and how many transfers that had to happen to eventually get no resolution. 
I am aware that this is not BOAs fault nor is it my fault, but it is simple. If I wrote a check to XXXX XXXX  and someone else cashed the check, I still owe XXXX XXXX  his money. I want to make a strong complaint of not only has 7 months gone by and I am still out of {$220.00} ... .but my bank that I trusted to have the best customer service has no clue how to simply rectify the issue. Who's bank account did this go into? What check cashing place was this cashed, where is the ID for who cashed this check? Why is BOA not investigating who took the money they OWE me? 
I will tell you why. It's because they don't care about me... they hope with all the stress and hours and hours of time wasted that I would just give up and say forget it. I'm done... So instead of just closing all my accounts I have to find justice and have to make it known that this is not right and shouldn't happen to anyone. 
Thank you for hearing this complaint. I hope someone can help me 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 monetary relief