Consumer complaint received 2025-08-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
On XX/XX/XXXX, I mistakenly made a {$3000.00} payment to my Bank of America ( BOA ) business credit card ending in XXXX, which had a {$0.00} balance. I contacted BOA immediately and requested that the payment be transferred to my other BOA business credit card ending in XXXX, where the payment was actually owed. I did not request a refund. 

Instead of performing the transfer, BOA refunded {$3000.00} into my BOA personal checking account. To resolve the issue and achieve my original intent, I then paid {$3000.00} out-of-pocket from that checking account directly to the correct card ( XXXX ). That should have closed the matter. 

However, on XX/XX/XXXX, BOA processed a second, unauthorized refund of {$3000.00}, this time credited to card XXXX resulting in a false {$3000.00} balance. That card, which I never used for this transaction, began accruing interest, over-limit penalties, and at least {$300.00} in fees. Eventually, BOA closed the XXXX account and sent it to collections, despite the fact that I never spent this amount nor requested any refund. 

Separately, card XXXX the account that originally required the payment was hit with a manual debit adjustment of {$3000.00}, which BOA admitted, pushing it into an over-limit status. Around the same time, BOA unilaterally reduced the credit limit on card XXXX from {$12000.00} to {$3900.00}, further amplifying the over-limit status and resulting in additional interest, fees, and credit damage. 

Important Note : The XXXX account only became over-limit because BOA internally reduced the credit limit after the mistaken refund. I never charged anything to that card and did not request either refund. This is a XXXX  debt created solely by BOAs backend errors. 

I am now being held responsible for over {$3000.00} in debt and related fees that I never authorized, spent, or received in usable funds. If BOA had mistakenly refunded {$60000.00} instead of {$6000.00}, would I still be expected to repay the full amount without any wrongdoing or benefit received? That logic sets a dangerous precedent. 

From XX/XX/XXXX through XX/XX/XXXX, I contacted BOA repeatedly, including multiple certified letters and escalation requests, with no resolution. On XX/XX/XXXX, I finally spoke with BOA Officer XXXX XXXX, who : - Refused to send any resolution or waiver terms in writing, stating that I would never get that from BOA. 

- Yelled at me during the call, blamed me for the issue, and claimed I should have known a refund would occur even though he admitted BOA representatives didnt know either. The call quickly turned unprofessional. 

- Claimed my total debt hasnt changed, ignoring the fact that Im being forced to repay funds I never received or spent. 

- Offered to transfer the {$3000.00} plus fees from XXXX to XXXX, which simply shifts the XXXX  debt to another card instead of eliminating it. 

- Argued that I should have never stopped paying on XXXX because of the contract I signed with BOA. 

At no point has BOA provided any written documentation confirming the cause of the error, outlining any fee waivers, detailing credit restoration, or offering a repayment agreement. Ive now been dealing with this for nearly a year. XXXX of my accounts is in collections for phantom debt, and my credit has been severely damaged as a result of BOAs internal mistakes. 

XXXX formal CFPB from " XXXX XXXX, Resolution Specialist from Regulatory Complaints Dept '', response also falsely claimed I requested a refund a statement that is factually untrue and contradicted by XXXX own internal records and my documented communication history. If BOA representatives marked my call as a refund request, I had no control over that I know I clearly asked for the payment to be transferred to the correct account. XXXX attempted to make it seem like I was responsible for BOA reps causing a refund instead of internal transfer. Additionally, the CFPB response from XXXX XXXX omitted key events including the second {$3000.00} refund and the manual debit from card XXXX on XXXX XXXX. Their refusal to correct this misinformation further undermines the integrity of their response and the resolution process.

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