Consumer complaint received 2026-03-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
XXXX a XXXX, XXXX customer of Bank of America and Im writing to seek your help with a problem I have been unable to resolve despite XXXX weeks of emails to BoAs CEO and XXXX senior executives, as well as numerous conversations with members of the Client Care Executive Response Team and Consumer Client Escalations . It would be greatly appreciated if you would please be so kind as to assign my complaint to the best suited person in your organization. The Bank of America computer system has charged/billed/debited my credit card account twice for the same amount of {$2800.00}. As you can see highlighted below from my BoA credit card statement, each of the XXXX transactions increased my indebtedness to BoA, the first ( XX/XX/XXXX ) correctly, from {$250.00} to {$3000.00} and the second ( XX/XX/XXXX ) erroneously, from {$3300.00} to {$6100.00}. XX/XX/year> XXXX transaction for Transaction date : XXXX XX/XX/XXXXXXXX XXXX CA Type Purchases {$61.00} {$3100.00} XX/XX/year> Expand transaction for Transaction date : XXXX PAYMENT REFUND Type Payment {$2800.00} {$3000.00} XX/XX/year> Expand transaction for Transaction date : XXXXXX/XX/XXXX NY Type Purchases {$190.00} {$250.00} XX/XX/year> Expand transaction for Transaction date : XXXX * XXXX XXXX WA Type Purchases {$48.00} {$6100.00} XX/XX/year> Expand transaction for Transaction date : XXXX XXXX XXXX Type Payment {$2800.00} {$6100.00} XX/XX/year> Expand transaction for Transaction date : XXXX MKTPL * XXXX XXXX WA Type Purchases {$18.00} {$3300.00} XXXX assumed this was a computer system generated error and asked the bank to please correct it . As no remedial action was taken, I emailed BoA CEO XXXX XXXX, XXXX XXXX ( XXXX, XXXX XXXX XXXX ), XXXX XXXX ( Co-President ), XXXX XXXX ( Executive Vice President and Chief Financial Officer ), XXXX XXXX ( Chief People Officer ), XXXX XXXX ( President, Bank of America Private Bank ) politely requesting that someone at BoA would please correct this error and credit my account with the erroneous, duplicated amount of {$2800.00}. Not XXXX of them even acknowledged receipt of my email. Instead, they referred the matter to their Executive Response Team and I had several prolonged, convoluted conversations with XXXX XXXX and XXXX XXXX which ended with the matter still unresolved. I then individually emailed, the CEO, the above-mentioned XXXX executives, plus XXXX XXXX ( Global General Counsel ), XXXX XXXX XXXX XXXX ), XXXX XXXX XXXX Head of Global Media Relations ) repeating my request that someone at the bank please correct this error by crediting my account with the erroneously, double-billed {$2800.00}. Again, not XXXX of them responded. This time they referred the matter to XXXX XXXX of Consumer Client Escalations. I emailed XXXX XXXX ( copied to all the XXXX executives ) that as no one from BoA was correcting what I still assumed to be a computer system generated error, that would leave me no alternative but to draft a press release describing how the bank had treated a XX/XX/XXXXyear-old TV and video spokesman, a customer of XX/XX/XXXXyears standing, who has paid his bills on time and almost always in full and whose credit rating of XXXX testified to his excellent credit worthiness. I was then advisedbefore releasing a Press Release -- to first present my case to the Consumer Protection agencies, in the hope that they could persuade BoA to resolve their double-billing me for {$2800.00}. I emailed all of the above people at BoA to say that this was what I was going to do. Yet again ... despite my email tracking service showing that my email had been opened an amazing XXXX times ... there was no response and no remedial action was taken. I finally had a conversation with XXXX XXXX of Consumer Client Escalations which lasted well over an hour. He was extremely helpful, patient, pleasant and, several times told me he agreed that I only owed BoA XXXX amount of {$2800.00}. Unfortunately, his acknowledgement remained contradicted by the BoA credit card, computer-generated statement ( the XXXX shown above ) which still states that I owed BoA {$2800.00} twice, not once. Following the conversation with XXXX XXXX, I emailed him which included this fact : However, BoA still has my original payment of {$2800.00}, which I had paid on XXXX, XXXX. I went to see my Chase VP banker who once again carefully examinedas he had done throughout these prolonged communications with BoAthe correspondence, the BoA credit card statements and my Chase checking account statements. He again confirmed categorically that I only owed BoA XXXX amount of {$2800.00}, not XXXX. My Chase banker suggested that I ask XXXX XXXX -- or someone at BoAto send me a detailed, written explanationin bankers terms -- of why BoA still persisted in billing me twice for {$2800.00} and thus, isin effect -- trying to steal {$2800.00} from me. I did so but, yet again, despite my email being opened XXXX times, I did not hear back from anyone at BoA. That is why I am now seeking your help to resolve this matter. Thank you for your consideration of my situation, it is appreciated.

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