Consumer complaint received 2025-09-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
I am writing to formally file a complaint regarding repeated issues with my account, unauthorized payments, and the lack of assistance I have received from Bank of America representatives.

I have contacted Bank of America multiple times about this matter. To provide a clear timeline : XX/XX/year> : I first contacted Bank of America via chat after receiving multiple harassing phone calls about a late payment. I requested assistance since I was behind, but the representative offered no real solutions other than a counseling service or a payment plan that was higher than my normal payment. Eventually, we agreed I would pay {$53.00} immediately and {$53.00} on my due date. However, on XXXX XXXX, a {$100.00} payment was made without my authorization. 

When I contacted Bank of America via chat about this payment, the representative gave conflicting answers first saying it came from me, then saying it was automatic, but could not explain further. I then called customer service. The phone representative admitted that no device was logged in when the payment was made but could not tell me who initiated the payment. I requested the {$100.00} be refunded and for fraud to be investigated. 

Since then, I have repeatedly called for updates. Each time, I had to repeat myself because nothing was noted properly in my account. At one point, I asked if a payment was scheduled for my due date. The representative confirmed no payment was scheduled. Yet shortly after, another unauthorized payment of {$53.00} was withdrawn on XX/XX/XXXX. 

I called again and was told the {$53.00} and {$100.00} and to have my linked account unlinked would be completed within XXXX hours. Only after escalating multiple times did I finally receive the {$53.00} refund on XXXX XXXX. However, the {$100.00} refund has still not been issued. 

To make matters worse, my XXXX XXXX account remains linked to Bank of America despite my repeated requests to have it removed. This is unacceptable, especially given the unauthorized transactions. 

Over the course of these interactions : I was hung up on by one representative after being placed on hold for 10 minutes. 

Multiple representatives failed to escalate my issue properly. 

I have had to explain my situation repeatedly, wasting time and receiving no resolution. 

I have been a Bank of America customer for over 10 years and have never experienced anything like this. I am extremely disappointed in both the customer service and the handling of this serious issue. 

I am demanding the following immediate actions : A full refund of the unauthorized {$100.00} payment from XX/XX/year>. 

Immediate removal of my linked XXXX XXXX account. 

Removal of any late fees. 

Confirmation in writing that unauthorized payments will not occur 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