Consumer complaint received 2025-09-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
Purpose of this email We are writing to explain the complete case of XXXX XXXX XXXX and request reimbursement of funds. 

Transaction details XXXX XXXX communicated with us through our official email. 

A deal was finalized for {$18000.00}. 

On XX/XX/year>, we issued an invoice ( Invoice No. XXXX ) through XXXX for the amount of {$18000.00}. 

XXXX XXXX XXXX processed the payment on XX/XX/year> with Payment ID XXXX. 

Deposit issue and support confirmation The payment was not deposited into our account within the expected 48 hours. 

We contacted XXXX XXXX for clarification regarding deposit confirmation. 

We spoke with XXXX XXXX from XXXX XXXX, who confirmed the following : Since this was the first payment from a first-time customer, a verification process was required & due to a fraud flag/hold on the 1st attempt The verification ensures that funds are cleared of any potential disputes before posting to our account. 

We were assured that future payments would be deposited within 24 hours. We also expressed due to the initial fraud flag that it be escalated as well as documented which we did due to the fact that it was a large transaction. 

On XX/XX/year>, the amount of {$18000.00} was finally deposited into our bank account.

Shipment and delivery After receiving the cleared payment, we shipped the goods to XXXX XXXX. 

On XX/XX/year>, XXXX XXXX received the shipment. 

He even sent us a video confirming receipt of the item.

Dispute/Withdrawal via ACH and refund issue O
n XX/XX/year>, Statement Regarding Disputed Transaction and ACH Reversal same day as unusual dispute as it was debited from our account in the same day : XXXX XXXX submitted a dispute of some sort to his bank, XXXX. However, this was not a typical dispute process. We were given no prior notice and no opportunity to submit documentation to challenge the dispute. It remains unclear how XXXX processed the reversal, and we suspect that personal connections at the bank may have influenced the outcome. 

Bank of America, our bank, advised us to file an Unauthorized ACH Debit form. When I visited the branch in person, the representative stated they had never seen a case like this. However, a representative over the phone instructed me to file the form, assuring me that the funds would be recovered, which I filed while still in processing status, given the fact we were not given any notification of an ACH transaction debit/reversal occurring. I even filed it again once it had posted to ensure I wouldn't have it kicked back since it had not posted yet. 

Despite this, after 60 days, the funds had not been returned. 
We submitted additional documentation, but XXXX continued to decline the return of funds even with significant documentation. BofA provided us with the form XXXX used to deny the reversal, which was confusing to both us and Bank of America. The denial was based on our company formation documents, EIN number, website URL, and legal entity documentation, none of which seemed relevant to the dispute itself. 

Bank of America expressed disagreement with XXXX  decision but stated they were only able to submit documentation/proof & unable to do more regardless of how they felt & the executive at the local Bank of America continued to file more evidence with the ACH Fraud dept at Bank of America which after my 3rd personal visit to the bank & receipt of the same document back from the customers bank ( this went on for many months as I followed the banks procedure to recover ) Once BofA stated to try & see what XXXX  could do, I did that & it has come full circle with an abundant amount of proof of clear errors on the banks for not preventing this fraud from ever occurring & it has exhausted me to the point I dont even know where to turn. 

I have decided to reach out to CFPB as this was provided to me prominently when I did my own research & requested how to handle this situation. 
In nearly 8 years of business, processing up to 600 transactions per month, we have never encountered a situation like this. The reversal of this large transactiondespite clear proof of delivery and communication with the customerhas placed a significant financial strain on my small business & me personally as a sole business owner. We believe that Bank of America, XXXX, or XXXX XXXX  should be held accountable and return the funds based on the evidence provided. 

Continued Timeline of Events : XXXX, without prior notification to us, released the funds back to his bank account. 

Consequently, the full amount was debited from our bank account. 

Statement of Concern : We are submitting this complaint regarding a transaction involving XXXX, XXXX XXXX  ( the customers bank ), and Bank of America ( our bank ). Our concerns are as follows : Authorized Transaction & Misrepresentation of Risk : The transaction was processed through XXXX and was represented to us as risk-free, contingent upon confirmation of cleared funds. We waited for verification from both XXXX and Bank of America before proceeding. We received confirmation that the funds had cleared. 


Delivery of Goods : Based on this confirmation, we fulfilled the order and shipped the goods via a freight carrieXXXX. We have proof of delivery, including direct confirmation from the customer. 


Reversal of Funds Post-Delivery : Approximately 45 days after the transaction, and following multiple communications with the customer, the funds were unexpectedly debited from our account. This occurred after delivery was completed and confirmed. 


We believe this reversal was unjustified and are seeking clarification and resolution regarding the protections in place for merchants in such situations. We are concerned about the lack of transparency and accountability in how XXXX and the associated banks handled this transaction. 

How could XXXX issue a refund when the transaction had already been verified and cleared by your support team & escalated for approval stating you ( XXXX ) wanted to ensure the funds were " Risk-Free ''? 

Why were we not notified or given an opportunity to submit supporting evidence ( such as proof of shipment and delivery ) before the refund was processed? 

As a result, XXXX XXXX has retained both the equipment and the refunded funds, causing us a complete financial loss. 

Attachments for review Video evidence showing the item was received by XXXX XXXX. 

Chat transcript with XXXX XXXX confirming the verification process. 

Request for resolution We urgently request XXXX to review this case and reimburse the funds that were wrongfully refunded to the buyer. 
Also we have such a large file from the customer which reflects all communication to & from the customer that it is too large to attach here but we can provide another proof of delivery if needed & also an abundant amount of documentation as we are attaching the video of delivery sent to us from the client reflecting 1-2 pallets of high-cost & value HVAC equipment which I would have thought XXXX XXXX  would have wanted to see what one of their customers sent us proving this transaction. 
We can also provide the communications if needed, since we only have room for video of receipt & XXXX communication of clearing the funds by verification of funds from XXXX ect

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