Consumer complaint received 2024-06-17 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: NY

Complaint narrative:
In XX/XX/XXXX, Bank of America withdrew {$730.00} from my checking account without my authorization or prior notice. This transaction was labeled as " offset payment to acct XXXX. '' These funds were taken due to a debt supposedly owed by my father, XXXX, connected to his old company, which has been closed down. 

My father set up my student checking account as a joint account years ago. Despite him no longer being associated with Bank of America and having resolved his debts, these payments were erroneously taken from my account. This has caused me significant financial hardship over the past few months, resulting in financial strain and additional expenses due to insufficient funds. 

On XXXX XXXX XXXX, another unauthorized withdrawal of {$240.00} occurred under the same description, " offset payment to acct XXXX. '' A few days later, in XXXX, I contacted Bank of America 's customer service with my Dad on the line, and they assured us that the funds would be returned within 14 business days. The {$240.00} was refunded, but the {$730.00} from XXXX has not been returned. 

Today, XXXXXXXX XXXX XXXX my father and I spent two hours on the phone with Bank of America trying to understand how we can get the {$730.00} returned to my account. We were escalated up, kept asking to speak with supervisors until eventually reaching a supervisor who stated it is the bank 's policy to take offset payments from my account. The supervisor could not explain why the {$240.00} was refunded but claimed there was no request in the system to reverse these payments, so neither should have been returned. On one call, the bank says these offsets were erroneous and the money would be returned. Then about a month later, after only returning one payment, the Bank says actually none of the offsets are reversible and I should never have been refunded the {$240.00} in the first place. They want to explain to us that they are on top of this situation yet they can't even answer why my account was refunded partially in the first place. I just want the remaining {$730.00} returned yet when we spoke to the last supervisor just now they made me feel helpless, tiny, and bullied quite frankly in trying to get this accomplished. I understand since this is a joint account between my XXXX and I that he may need to share information to verify his side of this story, so if there's any info you need from us please let me know. 

This situation has caused considerable stress and financial difficulty for me. I seek the return of the {$730.00} taken in XXXX and compensation for the financial hardship caused by these unauthorized transactions. 

Explanation of Documents I uploaded XXXX XXXX is my XXXX bank statement, see highlighted row on page 4 to see where BoA reversed one of the offset payments, returning {$240.00} to me. On page 8 of XXXX you can see the row on XX/XX/year> when this money was taken from my account with the description " Offset payment to acct XXXX ''. 
XXXX is my XXXX bank statement, see highlighted row on XX/XX/XXXX entitled " Offset payment to acct XXXX '' for - {$730.00}. This is the transaction I want reversed. 
-XXXX XXXX XXXX XXXX contains pictures of the receipts I got from sending certified mail to Bank of America customer service as well as a copy of the letter I had sent to BoA in XXXX right after my first long call with them after discovering these offset payments. To reiterate, I have had {$240.00} returned to my account from the bank, but not the {$730.00}. When I called back today to ask about the {$730.00}, my Dad and I were being gaslit by the bank, saying they wont return it and that the {$240.00} should never have been returned either. That they have nothing in their system that says anyone issued any reversal or claim for any of this. 
XXXX XXXX  XXXX is a copy of the letter I am sending to Bank of America today which details the update to the situation ( having had the {$240.00} offset payment returned but not the {$730.00} offset payment returned ) and details the inconsistency with Bank of America 's handling of this situation. 

I have dealt with a large number of overdraft fees and missed payments and putting the pieces together it's becoming clear to me that missing this money from my account all of these months has put me in more severe financial strain and hardship than warranted. My Dad and I were loyal customers of Bank of America for a long time but that is coming to and end. I really appreciate whoever is taking the time to read this and help me address this complaint.

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