Consumer complaint received 2025-01-16 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: MA

Complaint narrative:
I made a payment towards my credit card using the pay option on the Bank of America app on XX/XX/XXXX. It didnt show that I made the payment and it was as if the payment never happened. I checked the next morning to double check if the payment had actually gone through. There was both on the account showing the payment of {$1400.00} I made on XX/XX/XXXX. So I thought I must have done something wrong or that there was a glitch in the system that prevented the payment. Since my due date was in two days and there was no indication my payment was made I transferred {$1400.00} to the credit card and the payment went through automatically. A few minutes later my payment from the day before was taken out from my account. I called Bank of America as soon as possible for a refund of the {$1400.00}. The refund request was submitted on XX/XX/XXXX. I called on multiple times throughout these 10 business days ( today is XX/XX/XXXX ) and I received differing answers related to my refund. I was told that my refund was never submitted when I called on XX/XX/XXXX from a really rude representative named XXXX. Then she transferred me to a completely different department and the representative XXXX who I spoke to let me know that it actually was submitted and then told me I would receive my refund within two business cycles. I had chatted with a representative named XXXX on XX/XX/XXXX and was told it would only take 10 business days to receive the refund. I asked if that wasnt added to the notes on my account. She stated no there was nothing there but she could transfer me to her manager XXXX. I spoke to XXXX and she let me know that she would escalate this matter. This was done on XX/XX/XXXX and she stated that it actually would only take XXXX business days to receive the refund since it was within accounts. I spoke to a different representative yesterday ( XX/XX/XXXX ) named XXXX who said that the refund was supposed to be completed on XX/XX/XXXX. I asked why it wasnt and he said he would have to research that and I had already been on hold and transferred too many times and had to go into work so I told him to just research it and note the account since I had to go. He said that was fine. When I called today I spoke with a representative named XXXX and after two long holds while reviewing the account she said that my refund was declined due to coding on the account that prevented the system from allowing the refund since it wasnt submitted by the correct department. I asked why it wasnt forwarded to the correct department. Then she let me know she would transfer me to the correct department to answer my questions. I was transferred and the representative I was transferred to had no idea what I needed because the previous one didnt tell her in advance which was really frustrating. The new representatives name was XXXX. She let me know she could initiate the refund and it would take another XXXX business days. I told her that at that point it would be time to make my second payment so I asked if that could just be counted towards my XXXX payment since at this point it wasnt worth going back and forth. She said it would. So I confirmed this with her and recorded the call with her permission. This whole process was lengthy and I was on hold for longer than 10 mins with each call and each transfer. Also getting to speak with a representative was longer than 30 mins sometimes an hour. They dont communicate and dont read all the notes.

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