Consumer complaint received 2025-10-08 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: WA

Complaint narrative:
Well established customer with BOA using XXXX  XXXX miles card since XXXX. Get new flagship credit card XXXX XXXX which has a reward for charging XXXX XXXXXXXX in a year. Great - I just got a new roof installed so I will pay with card. But new credit line too small, so I did the following : made a partial payment XX/XX/XXXX XXXX XXXX from XXXX via established BOA payment authorization, waited for it to clear and post per BOA online site, then made another XX/XX/XXXX {$8800.00}, then waited for it to clear and post per BOA online site, then made a 3rd payment in the same way XX/XX/XXXX for the balance XXXX XXXX, which cleared and posted. All still great. 

I was then shocked to see over the next several days that the final payment was actually XXXX XXXX ( overdrawing my XXXX  account! ) and the all 3 payments were put on hold putting my total credit card balance at $ XXXX ( vs a $ XXXX limit, causing several card refusals ). I clearly stated multiple times that I did not authorize a $ XXXX payment. 

Throughout I have called BOA customer service and was elevated to the BOA Customer Executive Response Team XXXX XXXX - who has been friendly and apologetic but has not yet been able to fix this. I was told there were 5 day and 10 day holds on the payments in the these calls - note the BOA customer facing site on Deposit Holds states the the customer will be informed of any - I was not until I elevated it since " it looked like potential fraud '' https : //www.bankofamerica.com/deposits/deposit-holds-faqs/ I finally ended up with an $ XXXX credit to my account- I said fine, please refund that, please do not refund the $ XXXX since I would just have to send you back $ XXXX. BOA stated they would electronically send back to the same paying account the $ XXXX. OK. 

Then XXXX, I look at my BOA account online and they have refunded the $ XXXX and I now have a $ XXXX balance due. That was XX/XX/XXXX. ( I get a letter dated XX/XX/XXXX on XX/XX/XXXX stating it was " returned back to the account it came from '' ). I check - no electronic transfer in XXXX. Wait several days, no transfer. Call back - and was told it was a paper check mailed via XXXX. I am gobsmacked at this - I have not mailed a paper check in years. I call again and ask why and am told a different part of BOA " not in the line of sight '' of customer service decided to do this since I am a " new account. '' Now its XX/XX/XXXX its been 10 business days since ( according to BOA ) the refund mail went out - nothing. I call XXXX, they double-check including a mailroom check and nothing. I speak again with XXXX XXXX and he offers to put a tracer on the mail, but only after asking if I live in a " rural area with slow mail '' - I had to remind him that BOA was supposedly sending the check to XXXX in XXXXXXXX XXXX 

All along BOA 's position is that these transactions " looked fraudulent '' and activated internal controls- but when I asked you do know you have a promotion strongly encouraging your customers to spend more AND payments was actually sent in and BOA - without informing the customer - put them on hold and then was unable to refund the balance to a payment I don't think I authorized - while telling me it may take up to 60 days to resolve this. 

Very frustrated customer that at the moment has $ XXXX missing, and is shocked that BOA can retroactively hold a previously cleared payment.

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