Consumer complaint received 2026-02-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ

Complaint narrative:
I am filing a formal complaint regarding incorrect guidance and miscommunication I received from Bank of America representatives concerning an ACH stop payment, returned payments, and my account balance. 

On XX/XX/XXXX, I initiated an ACH payment to XXXX XXXX XXXX in the amount of {$850.00}. XXXX ended up processing a duplicate payment of {$850.00} on XX/XX/XXXX. I called in to Bank of America to ask what I could do about the duplicate payment. He immediately suggested a stop payment be placed after concerns arose about a duplicate payment. The next morning I noticed my balance had dropped by another {$850.00}, but there was only XXXX line item for the XX/XX/XXXX payment. Later that morning, the XX/XX/XXXX line item dropped, but a new payment to XXXX XXXX XXXX showed up for {$850.00} for the XX/XX/XXXX payment ( duplicate payment ). I contacted Bank of America to clarify the status of the transactions and my account balance, as it was still showing a balance that was reflective of ( XXXX ) {$850.00} charges, but only XXXX is showing. The second representative told me that the first payment was reversed because of the stop payment. I explained to her that the previous representative suggested the stop payment, and asked me if I wanted to stop only the XX/XX/XXXX payment. I said yes. She then explained to me that Im at risk of both payments being returned now, something the previous representative did not disclose. My balance at this time was also still reflective of ( XXXX ) {$850.00} payments being taken out. The first returned payment has not been credited back to my account yet. I explained to her that I did not have {$1200.00} in transactions over night ; the transactions that did come out, are only equal to ~ {$300.00}. The remainder of the balance that is missing is unaccounted for. I told her that I believed this is due to the first payment not being credited back to my account yet. She said she could reverse the stop payment so that the second payment ( might ) go through. It was either keep the stop payment and allow both payments to be returned, which results in a late payment and late fee, or remove the stop payment and ( hopefully ) only the second payment goes through. She told me I would have to wait until end of day the next day ( XX/XX/year> ) to know if the stop payment went through. Now my hands are tied and I do not know what to do, or when my balance when will be accurately reflected. During these calls, I was given conflicting and inaccurate information, including the following issues : XXXX. I was told that my account balance was correct, despite the fact that my balance had been reduced by an additional {$850.00} that could not be accounted for by posted or visible transactions. 
XXXX. I was not clearly informed that the stop payment would result in the return of both ACH payments, including the original XX/XX/XXXX payment, until after the stop payment had already been placed. 
XXXX. I was advised to remove the stop payment to avoid both payments being returned and to prevent a potential late payment with the merchant, despite the fact that this situation had already caused confusion, balance discrepancies, and stress. 
XXXX. At no point was it clearly explained that my ledger balance could reflect returned or intercepted ACH transactions that were not yet visible in my transaction history, leading to the incorrect assertion that my balance was accurate when it was not. 

As a result of this miscommunication : - My balance appeared incorrect for an extended period of time. 
- I was given advice that directly contradicted earlier guidance. 
- I was placed at risk of overdraft, late fees, and unnecessary financial disruption. 
- I had to make decisions ( including removing the stop payment ) without clear, accurate information. 

This situation caused unnecessary distress due to inaccurate explanations and inconsistent information provided by Bank of America representatives.

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