Consumer complaint received 2025-09-06 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: OR

Complaint narrative:
On XX/XX/year>, I accidentally sent an electronic payment from my credit union using Bill Pay to Bank of America instead of XXXX XXXX  in the amount of {$30000.00}. Bank of American put a hold on my credit card, and this alerted me there was a problem. My only account with Bank of America is an XXXX  XXXX credit card. 

Once I realize the mistake, I immediately call Bank of America and told them what happen. I requested the funds to be returned, and they told me I had to wait for the transaction to clear. It stayed in a pending transaction until XX/XX/year> and at that point I asked for the refund of the overpayment once again. I continued to monitor my account daily. 

On XX/XX/year> my Bank of America account showed a payment adjustment of {$30000.00} with a reference # XXXX had transferred. I contacted my credit union ( XXXX  XXXX ) to see if they had received the funds and they stated they had not and suggested we get a credit trace number from Bank of America to enable them to see where the money was. I again contacted Bank of America, and they refused to provide any information for me to relay to my XXXX XXXX for them to track the transaction. 

I received a letter from Bank of America dated XX/XX/year> that they debited my card for a full refund of the money and returned it back to my account. 

On the afternoon Thursday XX/XX/year> of I again called a Bank of America customer service number and spoke to a person who confirmed the funds had transferred and I could expect the funds in XXXX business days, but no later than 30 days. 

The " no later than 30 days '' concerned me because if the funds had transferred, but it was not in my account, then where were they, and was Bank of America still responsible for making sure the refund arrived in my credit union account they had originally come from. 

On Friday XX/XX/year> my husband and I made an appoint with a local Bank of America in XXXX, Oregon. We were assured by a customer representative in the bank ( XXXX XXXX ) that the transaction was in progress and we could expect to see the funds in our XXXX XXXX account in XXXX business, no later than the following Friday XX/XX/year>. 

On Friday XX/XX/year> the funds had still not arrived. I called Bank of America once again see why the refund was still not in my external checking account and after an hour with the representative, she decided I need to talk to customer service ( which I thought I was talking to ). Once I was transferred the rep realized the refund was denied after looking into the problem for XXXX minutes. He said it was declined by the automated system because it was a large amount. He submitted another request for the refund and told me it was approved, and I would have the funds back in my checking account in no later than XXXX business days. 

It is now Saturday XX/XX/year>. I am desperately hoping that this is now resolved. This has been a lesson in futility. It has taught me that the " little people '' have zero recourse with a big corporation that chooses to disregard the satisfaction of their customers. I have learned that their system is set up to never let you talk or correspond with any actual person who can fix errors, although I have no doubt if it were an error in their favor they would demand immediate payment with interest. They have their web pages set up to only allow minimal access to help. I'm sure it is a business model that has been cultivated to pinch every penny out of their customers. My husband and I are not wealthy people. {$30000.00} is a substantial amount for us and it has taken us a long time to save. Bank of America should be ashamed of their practices, and I wish there was away for me to spread this message in a way that would force them to either start caring or be forced out of business.

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