Consumer complaint received 2025-09-23 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: GA

Complaint narrative:
Company : Bank of America Issue : Problem handling a dispute or investigation ( billing dispute / reimbursement denied ) I request the CFPB investigate Bank of Americas mishandling of a dispute tied to payments I made to XXXX XXXXBank of America previously resolved a related dispute from XX/XX/year> in my favor for $ XXXX that dispute was pendingXXXX XXXX XXXX added additional charges followed by placing my property up for auction as a result. I contacted BOA asking how to address the unsubstantiated balance XXXX XXXX claimed I owe ( the original disputed amount had been added back to the account during the investigation process and added multiple fees reflecting an unpaid, delinquent account status followed by scheduled auction date of my property ) and I was advised to pay what XXXX XXXX claimed is owed in order to secure my property from being sold and follow up by submitting another dispute for that amount to be added to the original dispute claim that I already had been found to not owe per BOA. Because Public Storage had a pattern of similar falsifying account payment info, this incident was not the first dispute I had filed and won in my favor ; therefore, I agreed to the suggested instruction because I was familiar with the process of the temporary credit being credited to my account until made permanent when found in my favor. Again, this was a new balance added to the original balance that I already was confirmed not owing.The District Manager of XXXX XXXX, XXXX XXXX, same person as previous incidents, instructed to pay {$500.00} by money order within an hour to stop the auction of my property already in progress as bidding had begun live.I paid {$500.00} to the merchant, XXXX XXXX and it was credited to the account and the live auction was immediately stopped. I filed a follow up dispute for the {$500.00}, the money was issued to my checking account as temporary credit, but Bank of America denied reimbursement solely because the payment was made by money order and advised I must dispute with the moneyorder issuer.This denial ignored that the {$500.00} is causally linked to the earlier {$250.00} dispute and that the payment was made under duress to prevent loss of property, and paid to XXXX XXXX as instructed by both Bank of America and Public Storage! At no time was I informed by Bank of America of any restrictions for the method of payment as no money orders can be used! I challenged the denied outcome by also pointing out I paid the isuer of the money orders, XXXX, the {$500.00} by way of my debit card of my BOA checking account, in exchange I received the money orders, and paid XXXX XXXX directly with it. It was a form of currency exchange between XXXX and me for the purpose of obtaining the form of payment required by XXXX XXXX. That payment was attached to the original paid dispute that already had been found in my favor for not owing XXXX XXXX. In addition to the payment still was made by deducting it from my BOA checking account. BOA still denied the {$500.00} payment as my not owing it and deducted it from my checking account that put my account negative {$500.00} and has since caused me additional setbacks and also hardships and danger due to my already unsavory living situation ( indirectly caused by previous actions of misconduct by XXXX XXXX ) resulting with me becoming unhoused and living in my car with my dog. I already had made it clearly known to BOA of this as well as being a senior age XXXX woman.Once the {$500.00} I already do not owe as it is additional charges that occurred during the investigation time period of the original dispute, was removed from my checking account placing my account significantly below balance, I was unable to put gas in my car and got stranded on a side street near downtown XXXX, Ga where I remain until my next Soc Sec check is deposited for me to walk to buy a gas can and buy gas and walk back to put into my gas tank to get me enough gas to drive to the nearest gas station! I have not had money for food or beverages either! I have been filling a milk jug with water from the water spicket of a nearby business and signing IOU tabs for XXXX type food items ( crackers, bananas )! While I was speaking to BOA during a several hour exchange of me begging for this claim to be resubmitted with the pertinent info of the payment was paid to the disputed merchant etc, a fight between two men broke out near my car and my dog was riled up to protect me barking along with the yelling of the men in the back ground when I pointed out the danger I was in being vulnerable stranded on this side rode because I ran out of gas and have no means to pay to the BOA agent but to no relief. 

Bank of America has applied inconsistent dispute outcomes in similar prior disputes that were reimbursed, and its decision has left me with a negative balance and significant financial and emotional harm. I request the CFPB to review Bank of Americas dispute handling, examine whether the bank followed its own policies having providing me instructions to pay the balance never mentioning restrictions that could result in dismissing or denying the claim that is newly attached to the original and federal consumer protections, and require reimbursement of the {$500.00} plus any other if appropriate. 

Relief requested : Reopen and fully investigate the {$500.00} dispute and require Bank of America to reimburse me if the evidence supports it.

Tho Bank of America provided an explanation of its denial as being an authorized payment made to XXXX thus denying disputing the {$500.00}, this does not address the payment to XXXX was merely an exchange of currency to satisfy the required form of payment to the merchant, XXXX XXXX, whom the original dispute is with and the payment was made to the account balance that is an add on to the original dispute amount that I already have been confirmed not owing! Never was I provided any indication of any policy that disqualifies moneyorder payments from dispute protections. 
Require the bank to apply a provisional credit while the investigation is pending to prevent ongoing overdraft and harm. 

Meanwhile, since XXXX XXXX has essentially not been made accountable of the dispute from XXXX, while I have not only paid the original disputed amount once, but paid again plus bogus fees resulting in the {$500.00} paid, XXXX XXXX has continued this unlawful conduct by the same actions of altering payment status and balance status of the other accounts ( having 4 units total ). 
After I have submitted payments & receive a confirmation number having received payments by using the automated phone service as the only option XXXX XXXX will allow for payments, they stop the payments before clearing my bank account with BOA- followed by placing Non Payment status- followed by adding reason being a bad check - followed by adding insufficient funds fee- followed by a late fee- followed by a lien fee- followed by denying access to personal property being stored in the unit ( s ) - followed by scheduling property to be auctioned- followed by threat to pay the new unsubstantiated balance as now declared owed- followed by my personal property being in an active live online auction if I dont pay. 
This has been the deceiving actions by XXXX XXXX as a pattern! It happened with this {$500.00} dispute BOA has denied me the return. It happened again the following month resulting in a {$2200.00} falsified amount required to be paid or lose everything to auction! It got paid by way of a credit card and the account ( XXXX ) were returned to being paid with no balance ( as they already were given payments had been made but were omitted ). 
It is currently again happening as I submit this complaint and request for HELP! I paid the payment ( s ) due by the the due date- one account payment has been omitted altogether and another account payment has been removed by false statement stating payment was made with a bad check having insufficient funds ( no check was used for payment. and I confirmed with BOA having had the funds to have cleared that payment - that I made using Public Storage automated phone payment ). NOW, not ONLY am I AGAIN being subjected to having to pay money I do not owe in order to secure my personal property being stored at this Public Storage, BUT THIS TIME because BOA has removed money ( I do not owe ) causing my account to be significantly negative, I do not have the funds to pay XXXX XXXX their falsified charges and I may end up losing EVERYTHING I OWN if I dont find someone on the street to loan me the money ( I am alone with no family and have no other friends to call after calling on them to cover the {$2200.00} from the last extortion money paid to Public Storage )! 

I am finding BOA having some responsibility in this overall financial situation Ive been burdened with as a result of their inadequate pursuance of questionable ethical actions of XXXX XXXX thus resulting in my significant duress and hardship experienced and am continuing to struggle to protect myself. 

I will provide the following upon request if necessary : A BOA decision notice for prior dispute ( {$250.00} ) B Money order receipt/stub for {$500.00} ( Kroger/Publix ) XXXX XXXX XXXX receipt/confirmation showing {$500.00} credited to account D Receipt/confirmation of thirdparty payment of {$2200.00} ( XXXX ) XXXX Correspondence with Public Storage ( emails/texts ) F Bank statements highlighting disputed transactions and subsequent reversals Preferred response : I would like the CFPB to contact Bank of America and request a formal review. I request a written response and guidance to help obtain immediate provisional relief while the dispute is reconsidered. 

I have been a BOA customer for XXXX. My loyalty seemingly has meant nothing during the one time I request their support to protect me from being victimized by the merchant of the dispute AND by themselves, BOA, due to their actions -lack of actions- and not applying overall logical reasoning when removing money from my checking account causing me to be victimized again!

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