Consumer complaint received 2026-05-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
Note : A complaint regarding this matter has been simultaneously filed with the Office of the Comptroller of the Currency on XX/XX/XXXX. On XX/XX/XXXX, I initiated 5 bill payments through Bank of America 's online banking system totaling {$3900.00}. As the payments were initiated after XXXXXXXX XXXX XXXXXXXX on a XXXX, the system scheduled them for processing on XXXX, XX/XX/XXXX. I confirmed on XX/XX/XXXX that all 5 payments processed correctly. On the evening of XX/XX/XXXX, I received a low balance alert from BOA. Based on my personal records, which I maintain for this account dating to XXXX, I was not concerned. At approximately XXXXXXXX XXXX XXXX, I accessed the account online and discovered the checking account balance was approximately - {$3600.00}. The identical 5 payments that had correctly processed on XX/XX/XXXX had been processed a second time on XX/XX/XXXX without my authorization. The linked money market overdraft protection account showed an equal amount placed on hold, reducing my combined available access by {$7300.00}. Recognizing that the hold had not yet become a completed transfer, I called BOA Customer Service at approximately XXXX XXXX XXXXXXXX with the specific intent of reporting the unauthorized duplicate payments and preventing the transfer from proceeding. I have previously reached a live representative at this number at comparable hours. On this occasion, I completed the full authentication process twice and was informed both times that no representatives were available and that I should call back. No hold option was offered. With no means of intervention available to me, the transfer proceeded. I received a BOA-generated email at XXXXXXXX XXXX XXXXXXXX on XX/XX/XXXX, while waiting in the branch lobby, confirming that funds had been transferred from the linked money market account to cover the negative checking account balance. On the morning of XX/XX/XXXX, I visited the BOA branch at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX. The XXXX XXXX who attended me solicited detailed financial information from each customer in the lobby within earshot of all present, in violation of XXXX and XXXX. After meeting with her without resolution, I was directed to the branch manager. I described the duplicate payment error and the resulting hold on funds in the linked money market overdraft protection account. Before logging into the system, the branch manager flatly stated that BOA does not offer linked overdraft protection. I interrupted her to correct this acknowledging the interruption was impolite noting that the overdraft protection had been in place on my account for many years, that I had observed the hold on funds myself the prior evening, and that a BOA-generated email confirmed the transfer had already executed. She admonished me that interruptions would diminish her ability to assist me. She completed her login and characterized the error as a payment retry involving a single payment amount. I corrected her, noting each payment amount had been subtracted twice. A credit then appeared on her monitor. She characterized it as the system self-correcting. As I could not see her monitor, I asked which of my two accounts the credit had hit, as the answer was material to distinguishing a system correction from the automated overdraft transfer. She stated she could not assist me and directed me to leave. At my request for her business card to confirm her identity for purposes of this complaint, she provided a card containing no individual name or title. At XXXX XXXX XXXX on XX/XX/XXXX, I submitted a detailed written complaint to XXXX XXXX, XXXX of Retail Banking, at XXXX. As of XXXXXXXX XXXX XXXX that same day, both account balances remained incorrectly stated to my detriment. I maintain a personal transaction record for this account dating to XXXX. My records confirm unambiguously that the XX/XX/XXXX payments were unauthorized duplicates not initiated by me. I am requesting that both account balances be restored to their correct amounts immediately. I have been a BOA customer since XX/XX/XXXX.

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