Consumer complaint received 2024-04-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
This is a copy of a complaint I just filed with the XXXX about Bank of America. I beleive it also shoudl be on file with the CFPB, which XXXX want to pursue its own investiation : Thank you for taking my complaint. 

This is part of a larger problem affecting Bank of America ( BoA ). I request that the XXXX investigate this to ensure the issue is resolved and that BoA take steps to ensure it does not reoccur. 

On XX/XX/2024, per my request, BoA cancelled a XX/XX/2024 online bill payment from my checking account ( {$2500.00} ) because the payee did not receive the check BoA had mailed her ( it XXXX have been lost in the mail ). In an online message to me, with case # XXXX, BoA confirmed the cancellation and said the cancelled amount would be credited bank to my checking account " within XXXX to XXXX business days. '' It is now XX/XX/XXXX, and the {$2500.00} has not been credited. ( Note that BoA has confirmed that the original bill-pay check has not been cashed. ) Beginning XX/XX/XXXX, I repeatedly have spoken to BoA representatives, all of whom have been very apologetic but at a loss to explain why the account hasn't been credited within the promised XXXX to XXXX days. XXXX assured me on XX/XX/2024 that the amount would be credited to account by end of day, which did not occur. The bank now tells me that it can not say when the account will be recredited and that this is part of a widespread problem! 

The representatives tell me that this is being caused by an issue with the " bill repayments system. '' A supervisor in the bill payments department, XXXX, just told me this morning that this problem is affecting many BoA customers. " It's a known issue for all our customers, '' she told me. " I can not give you a time frame. '' She told me that this was the sixth call she has handled about this problem just this morning. Earlier in the day, representative XXXX in the XXXX XXXX department told me that while accounts are supposed to be recredited within XXXX to XXXX days, he has seen this kind of delay many other times at BoA. " For me, this is not unusual, '' he told me. 

While I expect the money eventually to be credited ( I hope ), these delays and conflicting answers are not acceptable. BoA customers need access to their money, and this type of delay and misinformation can have serious consequences for someone who needs to make payments only to find their money held up indefinitely. I am requesting that XXXX investigate BoA and take appropriate action to ensure that money is credited back to deposit accounts in a timely manner. 

Please feel free to contact me. 

Please note : I am submitting a copy of this complaint and request for investigation to the Consumer Financial Protection Bureau for its records. 

Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX 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 monetary relief