Consumer complaint received 2026-04-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI

Complaint narrative:
Product : Checking or Savings Account Issue : Problem with a transaction / dispute handling Complaint : I am filing a complaint against Bank of America regarding an improper reversal of a provisional credit related to a merchant refund that I never actually received. On or about XX/XX/year>, XXXX XXXX initiated a refund to my Bank of America account. However, the refund never appeared in my account balance and was not accessible to me. I closely monitor my account, and I also contacted Bank of America XXXX XXXX. Several bank representatives confirmed during those calls that they could not see any posted refund in my account and advised me to wait. After the refund still did not appear, I followed Bank of Americas instructions and filed a dispute on XX/XX/year>. As part of that dispute, Bank of America issued me a provisional credit of {$500.00}, which was the amount of the original transaction. It is important to note that the merchant ( XXXX ) only issued a refund of {$490.00}, not {$500.00}, which already creates a discrepancy. Approximately XXXX month later, Bank of America reversed the {$500.00} provisional credit and overdrew my account. They claimed that the merchant refund from XX/XX/XXXX had been received. However, this directly contradicts : XXXX. The fact that XXXX Bank of America XXXX previously confirmed no refund was present, and XXXX. The fact that the funds were never reflected in my available balance or accessible for my use at any time. After the reversal, Bank of America is now showing the refund as if it posted on XX/XX/XXXX, even though it was not visible or available at that time. This appears to be a backdated or retroactively displayed transaction rather than proof that I actually received the funds. I am requesting that Bank of America provide : Proof of when the refund funds were actually posted AND made available for my use ( not just a statement date ) The transaction trace number ( ARN ) for the refund A full explanation of why multiple representatives could not locate the refund at the time An explanation for the discrepancy between the {$490.00} merchant refund and the {$500.00} provisional credit reversal Under Regulation XXXX, the bank is required to conduct a reasonable investigation and can not reverse a provisional credit without proving that the funds were actually received and available to the customer. Because I never had access to these funds, the reversal of the provisional credit is improper and has caused my account to become overdrawn. Requested resolution : XXXX restoration of the {$500.00} to my account Reversal of any overdraft or related fees A full written explanation of the investigation findings with supporting documentation This situation has caused financial harm and appears to involve improper handling of a dispute investigation. If necessary, I am prepared to escalate this matter further. There has not been an extra {$490.00} in my account at no time did I ever see the funds? Its as if this was simply added to my statement XX/XX/XXXX and now Im overdrafted for that exact same amount. It says they Bank America added this and it is now going to get an extra {$500.00} for me at no time that I ever received these ones I promise I never received them nor did I spend them a person would know if they have an extra XXXX dollars in their account If you look at the photos, I provided you will see a credit on XX/XX/XXXX for {$500.00} because thats what the original charge to XXXX was for then youll also see that they gave me {$490.00} back on the XXXX, if that was really there as XXXX claiming it is now they would have never given me the {$500.00} credit they wouldve never given it to me. It was never there. I have not made them a {$500.00} mistake. I watched my account closely this XXXX was added and I believe it was added XX/XX/XXXX and it makes my balance on my book on my account negative exactly what theyre taking this is a ploy for Bank of America to steal almost {$500.00} from 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