Consumer complaint received 2026-04-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC

Complaint narrative:
BofA I had autopay set up with my Bank of America credit card. I didnt realize that it was set to pay the full balance instead of a different amount. An auto draft was processed on XX/XX/XXXX in the amount of {$23000.00} which was not my intended payment. I called to see if I could have that payment reversed, but it was too late because it had already processed. The customer service agent said she could enter it as a dispute and it could take up to XXXX business days but that they would send the money back to the account I made the payment from. I requested the amount they returned to be {$22000.00} to account for the amount of the payment that I intended to pay. On XX/XX/XXXX that request was honored and they initiated an XXXX transfer to my XXXX checking account. After a couple of weeks had passed with no signs of the money in my account I called Bank of America. They assured me that the money would be deposited within XXXX business days and not to worry, but that if I wanted to I could call XXXX to see if they could see the incoming funds on their end. I did call XXXX and they could not see the funds, but they informed me that if I could obtain the XXXX digit XXXX number from Bank of America that they might be able to track it. I waited another week to see if the money would show up and it didnt, so I called Bank of America again. They once again told me it hadnt technically been XXXX business days yet and to keep waiting, but they did provide me with that XXXX number. I held onto that number for some more time. On XX/XX/XXXX I called XXXX and provided them with that spray number. They were unable to trace the funds using the number that Bank of America provided. I then called Bank of America again and they told me that yes I should have received the funds by now, but they couldnt tell me what happened to them. Their only solution was to resubmit the request to return the funds and they informed me that it could take another XXXX billing cycles to make a decision. Its now been over 45 days since my initial request and XXXX business days since they initiated the ACH with no answers. I requested to speak with somebody higher up who could look into the issue further and the agent refused. Update : The Friday after submitting an initial complaint with the CFPB somebody from the complaints department at BofA contacted me. She initially was very good about calling and keeping me updated on what was happening throughout the process and called when she said she would call. My last conversation with her was on XX/XX/XXXX. At that point she was able to tell me that it was finally determined that my ACH was sent using a 3rd party and that they can send the money to any account on the customers profile, not necessarily the account that the money was originally taken from. Im not sure why they still have my XXXX XXXX XXXX XXXX account on my profile, or why it took them XXXX months to figure out thats what happened, but this is what happened. XXXX XXXX XXXX XXXX XXXX account has been closed for years so I do not have access to it. She then informed me that I need to personally call XXXX XXXX XXXX XXXX to see if they know where that money is. She gave me her direct phone number and email address so I could get in touch with her. I called XXXX XXXX XXXX XXXX that day and they informed me that they do not reassign account numbers and that the money would have automatically been sent back to the sender ( BofA ). I asked for them to research it to see if they could discover the actual attempted transaction. After about a week I called back to see if they were able to do that. They were able to see where the XXXX was attempted, and it was immediately flagged as account does not exist and routed back to BofA. I sent an email and called the agent who Ive been speaking with at BofA and did not get an answer. The initial update I emailed XXXX XXXX ago. Once I confirmed with XXXX XXXX XXXX XXXX that the money was in fact returned to BofA I then sent another email and called. That was on XX/XX/XXXX. Still no response. At this point I believe it is Bank of Americas responsibility to track down where that money went and that has nothing to do with me. They should go ahead and promptly send me the money that they have owed me for over XXXX months now. They can figure out what happened to it later. Thats a BofA error, not mine. I am not satisfied with how this is being handled and I am willing to take whatever actions necessary to get this money returned to me.

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