Consumer complaint received 2024-07-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA

Complaint narrative:
There was a negative balance on my Bank of America Credit Card. 
I requested that amount of money to be transferred back to my bank. 
Instead of returning the money, BOA did a balance adjustment, resulting in a XXXX balance on my credit card. 
They still have not transferred the money back to my bank. 

Phone call history : XX/XX/XXXX BOA Rep : XXXX Requested payment refund of {$1600.00} to be returned to XXXX. 
We were told that it would be transferred back to XXXX but it could take up to 2 pay cycles. 

XX/XX/XXXX Rec 'd letter stating that money had been returned. 
Case # XXXX BOA Adjusted our balance to XXXX. No money has been returned to XXXX at this time. 

XX/XX/XXXX BOA Rep : XXXX XXXX them XXXX routing and acct # They said we should see our money in 24 hours. 
Money not received XX/XX/XXXX BOA Rep : XXXX XXXX : XXXX. North Carolina We were told that a check was mailed? We never requested a check. Check never arrived. 
Case # XXXX XX/XX/XXXX BOA Rep : XXXX Inquired to the status of our check. Asked about returning funds to credit card instead ; he said it would take 5 business days; Asked us to wait in the event the check was delayed due to ( XXXX XXXX ) holiday. Check never arrived. 

XX/XX/XXXX BOA Rep : XXXX ( XXXX ID # XXXX ) We were told the check was not sent due to fraud hold ( supposedly fraud hold on acct from XX/XX/XXXX?? ) Were told to call XXXX for Fraud removal. We refused, account not on fraud hold as we never received notification and were logged into the account at time of call **Supervisors : XXXX XXXX XXXX XXXX 
They then said another check was sent two days prior - dated XX/XX/XXXX? We requested a stop payment to be put on this check, and to have our funds returned to the our credit card. 
Told we would see our funds by XX/XX/XXXX. 
Case # XXXX - Confirmation for fund return to card. 

XX/XX/XXXX XXXX funds returned to card ; and no paper check that had supposedly been mailed ( that we asked for stop payment ) XX/XX/XXXX Rec 'd 2nd Letter stating that money has been returned to XXXX. It hasn't. Case # XXXX Called and waited on hold for 15 minutes, hung up. 

XX/XX/XXXX Rec 'd 3rd Letter stating that money has been returned to XXXX. It hasn't. Case # XXXX XX/XX/XXXX XXXX XXXX with XXXX who confirmed that money has not been returned. XXXX Requested 15 digit trace number so they could research the transaction. BOA has refused to give us this info. 
XXXX recommended we open a Bill Pay Claim. 

XX/XX/XXXX BOA Rep : XXXX XXXX us that they would have to send us another Cashier Check? We refused. 
BOA then requested XXXX routing & acct #. We refused, we already gave this info on XX/XX/XXXX. 
Transferred to XXXX - Supervisor We asked why our money has not been returned to our card. She said that was not possible? 
She just repeated the same lies as all the previous calls. 
At this point we told XXXX that we would be reporting BOA to the authorities. We hung up. 
XXXX from complaint resolution called us back after we hung up from XXXX ( at XXXX ) Says that they would look into the situation. She claims the money has been returned to XXXX. It still has not. We requested a direct phone number to her, she refused. She told us we would receive a follow up phone call the following day from the resolution dept ( gave contact XXXX, XXXX, located in XXXX NY. No call received from her or the Complaint Resolution dept.

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 monetary relief