Consumer complaint received 2025-11-13 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: WA

Complaint narrative:
Bank : Bank of America Primary Issues : Ongoing account setup failures, repeated overpayments, refund sent to invalid address, unaddressed fraudulent activity, and chronic escalation mismanagement. 



XX/XX/XXXX Identified repeated overpayments caused by an unresolved account setup error. 
Multiple calls to customer service failed to produce any correction or explanation. 
Escalations were requested due to the inability of front-line representatives to modify or remove the settings causing these errors. 

XX/XX/XXXX I was notified of suspicious activity on the business credit card account. 
Despite immediate confirming to XXXX  XXXX XXXX XXXX department, the account was not properly blocked, and fraudulent charges continued to post monthly. 
No replacement card was issued promptly, and no adequate investigation or protective action occurred. 

XXXX and XX/XX/XXXX After continued delays, a replacement card was finally issued via XXXX and no delivery instructions were gathered from me for the package room. It was left unsecured and stolen shortly almost immediately. 
A police report was filed, but Bank of America refused to provide information required by law enforcement to investigate. 
Despite specific instructions to send the next replacement card via standard XXXX ( not express ), the card was again sent via express shipping and this time to an outdated address that had not been valid in nearly a decade. 
Additional fraudulent charges appeared from the same vendor involved in the initial incident evidence of a systemic failure to block and investigate recurring fraud. 

XX/XX/XXXX Submitted a formal XXXX escalation to Bank of America outlining : Misapplied payments and unresolved transfer errors. 
Mishandling of fraud cases and delivery of replacement cards to outdated addresses. 
Repeated overpayment triggers tied to a system setup error. 
Failure to provide reimbursement or interest on funds wrongfully held. 
Requested immediate written confirmation, reimbursement of owed funds, and correction of all underlying account and address issues. 

XX/XX/XXXX Received a call from XXXX ( XXXX XXXX ). The call was unscheduled and received during a meeting. 
Voicemail contained no substantive informationonly a generic callback request. 
XXXX stated her working hours as XXXX XXXX XXXX  PT, making coordination difficult given time zone and business-hour overlap. 

XX/XX/XXXX Returned XXXX call at the time she specified ( XX/XX/XXXX, XXXX XXXX  PT ), but reached voicemail again. 
Left detailed availability windows on multiple subsequent days, clearly noting time zone differences. 
Received another voicemail on XX/XX/XXXX, again containing no information or follow-up action. 
No attempt was made by XXXX to schedule a mutually agreed call or provide a written update. 

XX/XX/XXXX Sent a second formal escalation email highlighting the lack of communication and requesting : Confirmation of escalation ownership and manager details. 
A written summary of corrective actions to date. 
A defined resolution timeline. 
Provided specific dates and times for a call ( XX/XX/XXXX ). 
No confirmed appointment or written response received. 

XXXX XXXX Finally spoke with XXXX once ; she acknowledged the unresolved refund and replacement card delays. 
XXXX promised to review the system error causing repeated overpayments and to have another team investigate. 
A follow-up call was scheduledbut XXXX failed to call at the appointed time, and no voicemail or message was left. 
No subsequent communication from the escalation team. 

XX/XX/XXXX Returned home to find a form letter from Bank of America dated XX/XX/XXXX. 
The letter falsely claimed : That XXXX had attempted to contact me ( she had not ). 
That both refund claims ( XXXX and XXXX ) were thoroughly reviewed and paid. 
These payments had been resolved before escalation contact, rendering the letter inaccurate and irrelevant. 
The document contained invalid contact information ( XXXX listed with extension XXXX ) and was incompletesuggesting careless handling. 
Discovered the refund check was mailed to my former XXXX address, an address I vacated XXXX years ago where replacement card # XXXX was carelessly sent and had to be corrected. 
This occurred despite Bank of America having successfully mailed multiple replacement cards to my current XXXX XXXX address. 
XXXX had previously acknowledged this outdated address error after a prior card was misdirected. 
Another outdated address in XXXX XXXX also remains active and can not be removed through the app. 

XX/XX/XXXX ( current ) Refund has not been issued to me. 
Account setup errors that trigger repeated overpayments remain unresolved. 
Outdated addresses persist in the system despite repeated correction attempts. 
No written or verbal communication from Bank of America following the XX/XX/XXXX letter.

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