Consumer complaint received 2025-10-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI

Complaint narrative:
To Whom It May Concern, I am writing to file a formal complaint against my credit card issuer regarding the gross mishandling of a {$3500.00} overpayment made to a closed credit card account and the subsequent refund process, which I believe reflects serious operational deficiencies and poor consumer treatment. 

Incident Overview While traveling overseas, I accidentally submitted a payment of {$3500.00} to a closed credit card account ending in XXXX, which had a zero balance. Upon realizing the error, I promptly contacted customer service and requested the credit be transferred to my active account ending in XXXX. 

I was told that a balance transfer was not an option, and the only remedy was to issue a physical check refundACH refunds were stated as unavailable. I accepted this solution. 

After waiting and not receiving the check, I followed up with customer care and was told a stop payment had been placed on the original check, and an ACH deposit was being issued instead.

Despite this, the check eventually arrived. I again called customer care to confirm whether the ACH was still processing or if I should proceed to cash the check. I was told no ACH was pending, no stop payment had been placed, and that I should cash the check. 

I followed that instruction. 

Soon after, I was notified by my bank that the check was stopped, and I was assessed a {$10.00} fee for the returned item. I then called customer service once more, expressing serious concern about the internal handling of my case and the conflicting information received. I requested an immediate escalation and resolutionspecifically that the funds be directly deposited into my account by the end of that week. 

A deposit of {$3500.00} was eventually made ; however, upon reviewing my account activity, I discovered that : The original ( closed ) account ending in XXXX still shows a credit balance, and The {$3500.00} was withdrawn from my active credit card account ending in XXXX, instead of being refunded properly. 

Timeline of Calls I spoke with representatives on the following dates : XX/XX/year> XX/XX/year> XX/XX/year> XX/XX/year> XX/XX/year> Despite repeated attempts to resolve the matter professionally, I have encountered misinformation, conflicting instructions, internal miscommunication, and a general lack of accountability. I have lost confidence in this institutions ability to manage basic financial processes, let alone handle customer concerns with integrity or competence. 

Requested Resolution I respectfully request that the CFPB investigate this matter and ensure that : The {$3500.00} is credited correctly ( not pulled from an unrelated active card ), The closed account is updated to reflect a zero balance, and I am reimbursed for any fees ( e.g., the {$10.00} bank charge ) and any interest or penalties incurred due to this error. 

Thank you for your time and assistance in resolving this matter. I am available to provide further documentation, including transaction statements and call logs, upon request.

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