Consumer complaint received 2024-01-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Set up banking account with BOA to monitor daily transactions, most notably food, car rental purchases, etc. for my new job at XXXX XXXX. Everything seemed okay at first until XX/XX/2XXXX  when I rented a car from XXXX. Every week money was deducted from my account for XXXX and put into pending status then debited by BOA. Sometimes multiple debits for the same charges!! ( I notified BOA the first time it happened then later that day two of the charges were reversed. ) When I went to extend my rental for the month of XX/XX/2XXXX XXXX told me I owed money and that that they were missing payments. I showed them the transactions history on my BOA app and they said they never received the money. After a long drawn out back and forth I was forced to pay XXXX to cover the remaining fees owed and continued with my rental extention. During the month of XXXX things got worse. I continued seeing debits from XXXX but was surprised one tuesday when my debit card was declined while at work. I had {$1100.00} that morning in my account and it was suddenly all gone. XXXX had debited the card and taken all the money which included some transactions dated from the prior month. I immediately transferred money from my XXXX daily pay into my account and contacted both XXXX and BOA. XXXX transfered me to financial services and told me I needed to return the vehicle because they weren't receiving payments from me and referred me to BOA. BOA told me I had to speak to XXXX because XXXX had a particular billing process that may have led to the issue. Round and round I went with no resolution, filed an investigation with BOA and nothing was resolve. I returned the car, paid for what I owed at the time and went about my business. About three weeks later while trying to pump gas my debit card declined again. I called BOA and they told me my account was over {$2000.00} negative because of a bulk charge posted to my account from XXXX and that they paid it on my behalf. I was furious. Of course BOA referred me back to XXXX who stated that they had charged me the money because they hadn't received any of my payments from my XXXX car rental. Flabbergasted and confused since I personally talked to them and BOA multiple times in XXXX, I needed clarification on how my money was being deducted from my account from XXXX ( or XXXX XXXX ) yet they didn't receive any of it!!?? Bank said its XXXX fault, XXXX said it's the banks fault. As far as up to 2 mo after my rental, I still had debit chages coming through from XXXX. Total grew to about {$3500.00} with overdraft insufficient funds charges. 6 months have passed since then and still no clarity on the situating and my account is closed with a negative $ XXXX balance. For context and the reason for my complaint, this ruined my rental opportunities because of the loss of my debit card/account and in that 3-4 mo time frame with XXXX/BOA I made {$21.00} XXXX XXXX ( majority, if not all of it directly debited to BOA ) and by the beginning of XXXX I was XXXX and negative $ XXXX!!! How is it possible that XXXX didn't recieve any money when I personally witnessed the transactions process in my account every week? How is that possible and where did the money go? Bank statement showed that it was going to XXXX but if they didn't recieve it at XXXX then where did it go? Were those fake XXXX transactions and was it stolen? Is XXXX lying and was I double billed? Is BOA lying? Who's to blame? It took just 2 months for BOA/XXXX to ruin everything for me. The XXXX, stress, anger and hardship this situation caused me and my family is beyond measure and knowing there will probably never be any resolution is the most hurtful feeling. I was treated by both companies like I was ignorant, clueless and annoying for constantly calling. All I was trying to do was rectify this situation to protect my account, protect my money and continue to use my rental so I can work. I can never see myself stepping into a XXXX rental facility ever again and I've spoken to literally thousands people since this debacle and everyone hears about this story. BOA is a joke cause they never cared enough to do a thorough investigation ( and were quite rude about the whole situation ) and XXXX employees have zero compassion for the customer. Trust me, I have almost 20 years in customer service sales and never in my life would I have treated my customers this way. It's disheartening, sad and in a way feels criminal the way this all went down!!

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