Consumer complaint received 2025-10-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
Summary of BoA LOST ePayment XX/XX/XXXX Called BoA to confirm proper way to submit ePayment to ensure receiving bank would see my small business Account name. BoA rep advised the way I had done the last two Epayments were correct and walked me through doing this 3rd payment while on the phone. Received email confirmation from BoA same day of transaction. 

XX/XX/XXXX Received notice from BoA that payment failed : Payment ( s ) submitted on XX/XX/XXXX failed for the following reason : R32 - RDFI Non-Settlement Contacted BoA immediately and was told there was probably a routing number or account number change on the receiving end ( which there wasnt ) and that I should just wait two days for the money to be returned to my account and try again. I advised Bank representative that NOTHING had changed with XXXX XXXX  and that I was concerned about the money being returned to my account as I had a final large payment due to our HOA and was going to write a paper check to be released for the same amount once the money was returned to my account. She assured me the money would be back in account by end of week. 

XX/XX/XXXX Kept checking account and {$12000.00} is still missing so contacted BoA again and was connected with XXXX, XXXX XXXX XXXX who opened a Case # XXXX. XXXX advised that numerous customers have had issues with their bill payment vendor and that I wasnt the first person who had had this experience. Due to the large sum and the fact that I had a payment due, she would escalate this XXXX and assured me with her escalation that within XXXX business days from XX/XX/XXXX, the case should be investigated and money should be back in my account. 

XX/XX/XXXX Contacted BoA to check status and was advised by XXXX XXXX in a different call center ) that he couldnt help with any update as the back office Payments & Invoicing team was closed on weekends. 

XX/XX/XXXX As of now, the money is still missing from my small business account so re-contacted BoA with a different telephone number XXXX had provided me on XX/XX/XXXX. After over a XXXX hour call on hold being given misleading information from a rep, I asked to speak with a supervisor who had been on the phone with their XXXX party vendor ( Bill.pay? ) trying to find out where the $ $ was being held. After over XXXX hours was connected with the supervisor/manager in XXXX Florida XXXX XXXX XXXX XXXX XXXX ID XXXX XXXX ) who advised their XXXX party vendor insisted they didnt have the money and that it was XXXX responsibility to trace the payment. XXXX advised BoA bill payment team had the escalation and was tracing the payment. Manager escalated finally and BoA has 7-10 business days for follow-up of case. She also advised that with billing disputes they really had until XXXX to resolve where this money actually ended up? I asked how that was possible given BoA had instructed me on how to submit the payment while I was on the phone with them and had also assured me that any voided payments would be returned in 2-4 business days! XXXX insisted that was normally the case but that they had the right to take up to some timeframe in XXXX to return my funds!!! 

XX/XX/XXXX Reached out to BoA and was routed to XXXX in Delaware who looked at my account and contacted XXXX in the Payments and Invoicing team to check the status of my case. As of now, the money is still missing and being researched with no return of funds timeframe committed. Asked to speak to a supervisor in Payments and Invoicing again this morning. After XXXX minutes of holding, spoke with XXXX who advised the claim was never escalated until yesterday with no commitment for return of funds. BoA 's only commitment was an updated status within the next 7-10 business days. Call ended after 58 minutes with zero commitment for returning the funds.

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