Consumer complaint received 2025-04-30 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: NJ

Complaint narrative:
I accidentally double-paid my Bank of America Visa credit card back in XXXX, from my Bank of America checking account, resulting in a credit on the Visa of {$7400.00}. I contacted BOA to request a reversal of the second payment and have the money returned to my checking account. The first time I called, in early XX/XX/XXXX, it was a Saturday so I was advised by the representative to call back on Monday because, per the representative, they cant initiate transactions on weekends. I then called back on Monday to initiate the reversal and was told the reversal would go through within 10 days. The reversal did not go through within 10 days so I called BOA again and was told that it would take 10 BUSINESS days, but that if it wasn't resolved within 10 business days I could request escalation which would most surely resolve it in 2-3 days from the date of escalation. It wasn't resolved within 10 business days so I called BOA again and requested an escalation. I was told that the escalation would resolve the case within 2-3 business days. The matter was still unresolved after 2-3 business days so I called Bank of America again and was told that it could take up to 2 billing cycles to resolve the matter. When I asked the agent why I had initially been told that it would only take about 10 days, her response was " well, sometimes we don't like to tell people things that they won't want to hear. '' This was now the fifth time I had called BOA over the span of approximately 2.5 weeks and I had no indication of if/when the matter would be resolved. 

I was also advised on that call that if I wanted to, I could just start charging things to the card to offset the credit balance. That representative further advised that if I deployed that strategy, by the time BOA processed the reversal they would only process a reversal for however much credit ( if any ) remained on the account ( or none at all if I charged more than {$7400.00} to the card ). Acting on that advice, I began charging to the card ( exactly {$7700.00} worth of charges ). At that point, based on the advice I was given, I assumed that the issue was moot and that I would simply now owe Bank of America for the difference between the credit and what I had since charged ; that difference, reflected in my complete transaction history, was {$350.00}. 

On XX/XX/XXXX, I noticed that a payment adjustment of {$7400.00} was entered on my Visa transaction history, bringing the balance on my Visa card to {$7700.00} ; however, the {$7400.00} had NOT been returned to my checking account. 

I contacted Bank of America once again and was assured that the transfer of the {$7400.00} to my checking account had been initiated. The agent explained that the reason I didn't see the transfer even pending in my checking account was because the transfer was initiated on a Saturday and the banks weren't even open yet as of the time of the phone call ( around XXXXXXXX XXXX ). The agent assured me that once the banks opened at XXXX I would definitely see the {$7400.00} deposit pending, and that by XX/XX/XXXX I would definitely see the {$7400.00} in my checking account. The agent also told me that I had been misinformed by the previous agent about how it would work if I tried to just spend down the credit with new charges. 

On XX/XX/XXXX the money was not in my account despite the assurances of the agent the prior day, so I called Bank of America yet again. I spoke with an agent named XXXX who had no explanation for why the money was still not in my account, and whose only suggestion for resolution was to escalate the matter once again. XXXX assured me that someone would call me in 1-2 business days to resolve this because the way I am putting in this escalation case we are required to contact you to resolve it. XXXX provided me with the case number : XXXX. 

I have called Bank of America numerous times over this, each time promised a resolution that was not delivered. Moreover, I have been misguided, misdirected, and outright lied to by Bank of America representatives. The net result of Bank of Americas utter failure to properly reconcile this issue has been an extreme amount of distress for me and an outstanding credit card balance of {$7400.00} without the corresponding reversal of those funds to my bank account ( I remitted {$350.00} to the account ). 

Out of desperation, on the evening of XX/XX/XXXX I sent the complete text of this complaint via a message to Bank of America on XXXX. 

At XXXX XXXX  agent XXXX  responded as follows : Hi XXXX, thanks for reaching out to us and sorry to hear about that happening to you. We'd like to see if we can help with this. Please share your full name, email and phone number and we will be in touch with you. ^XXXX  I immediately responded : XXXX XXXX , XXXX, XXXX At XXXX XXXX  XXXX  responded : Thank you for the additional details. Please give me some time to review and I will follow up. ^XXXX  At XXXX I responded : Thank you. If it helps, the case number I was provided today is XXXX At XXXX XXXX I received this message from XXXX  : I'm sorry we were not able to connect with you today, XXXX. I am in the office Mon-Fri XXXX - XXXX ET. However, if that time does not work for you, our hours of operation are XXXX - XXXX ET Mon-Fri, XXXX - XXXX ET Sat, and XXXX ET Sun. ^XXXX  Note that XXXX did not provide a number where s/he could be reached, nor did XXXX  try to reach me via telephone or email between XXXX and XXXX. 

Bank of America has squandered two months wasting my time, misleading me, lying to me, and delaying the resolution of this issue instead of actually resolving this issue. This absolutely deplorable and despicable level of inadequacy is what I would expect from a fly-by-night scam artist, not an institution such as Bank of America. I respectfully request CFPB 's assistance in resolving this matter as quickly as possible.

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