Consumer complaint received 2024-02-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL

Complaint narrative:
XXXX BANK OF AMERICA , NATIONAL ASSOCIATION XXXX NC OCC In early XXXX ( XXXX ), my automatic credit card payments kept paying after the card was paid off in full which resulted in a - {$3000.00} balance ( owed to me ). I signed on to request the money be transferred back to my checking account but noticed my account was at {$0.00}. I called Bank of America and they let me know that they had issued me a refund check in XX/XX/XXXXXXXX XXXX I never received this check. After a dozen calls, I was finally able to request them send another check. In the mail I received a letter stating that they could not reprint the check because it was already cashed. 
What followed was 8 months of me calling Bank of America every week trying to open a fraud claim. The checking department refused to help me because they claimed it was a credit card issue. The credit card department refused to help me because they claimed it was a check fraud issue. They spent hours transferring me around department to department and refused to ever escalate it to a supervisor or let me file a complaint with them. I finally demanded a copy of the front and back of the check so I could figure out where the check was cashed because Bank of America told me they were unable to trace the funds. On XX/XX/XXXXXXXX  I finally filed a complaint with the Comptroller of the Currency as Bank of America was still refusing to even open a fraud claim. On or around XX/XX/XXXX I received a phone call from a Bank of America Regulatory Specialist XXXXXXXX XXXX XXXX who said she was filling in for a XXXX XXXX who was in charge of the case. She tried to transfer me to the check fraud department but believed me that they refused to help. She stayed on the phone and it took over 2 hours for them to submit the fraud claim. I was promised they would track it and be in contact with me. She said she was going to respond to the complaint that it was resolved but I stated it was not resolved. She still closed the case. Over the next month, I left voicemails but never received a phone call from with XXXX XXXX or this XXXX XXXX again. I did receive a call from another man " filling in '' for both of them a few weeks later and when I explained how nothing was being done still and they closed the claim ... he said he would pass it along but I never received a call. I have still be 100 % ignored by the regulatory specialist department after they called me once and then claimed it was resolved. 
In XX/XX/XXXX ( claim # XXXX ) I had to request the claim documents 2 more times as I never received them in the mail. By time I received the forms, they closed out the claim because it was over 30 days. I sent in the entire packet. Weeks later I called for an update and they claimed they never received it. 
In XXXX oXXXX XXXX I received a letter in my mail confirming a change of mailing address for an XXXX account. I opened it and saw a fraudulent account was opened in my name. I called XXXX and they flagged the account as Fraud since I did not know all the profile information since they did not have my real phone number or email. They did confirm that the {$3000.00} bank of america check was deposited into the XXXX account and it was still sitting there as the person who opened the account was never able to remove the money. On XX/XX/XXXX I sent all required docs to XXXX fraud department that they requested to try to collect my funds that way since Bank of America was blocking me at all angles. The concluded they could not issue me the money and the only way was for Bank of America to send a request to recall the funds. They said this is simple and banks know how to do this as its done frequently. 

I requested a new claim packet from Bank of America and I went to the local Bank of America branch in XXXX, Florida where they assisted me in filling out the form, getting notaries, and them faxing it themselves to make sure it arrived. 
A new claim was opened in XX/XX/XXXX ( Claim # : XXXX ) and I was told it would take 45 days. I called a few times and was reassured they would send a notice of the final decision. I never received any type of notice. I lost track of time during the holidays. 
Called back on XX/XX/XXXX and was told that the claim was denied. They could not tell me why it was denied. I requested them send me a copy of the denial letter that was to be sent to me when they made their decision. They admitted no letter was ever drafted or sent to me which is against their own policy. The check fraud department was amazed at the 2 years worth of notes and proof of my phone calls and attempts and at how often I was passed along from department to department during frequent 5 hour phone calls trying to resolve this. All they could do was Submit the claim for reconsideration and they escalated it. However, I am required to wait another 45 days. 

The only information they could provide from reading through the notes is it looked like XXXX did not respond to their request in time so they closed it. 

At this point, it honestly feels like theft. Half the time I never receive any correspondence they promise to send and that I am sure they are regulated to send. 
Also, I am the one who had to trace the check and tell them where the money was because not one person in the bank would simply look at the information on the back of the check to easily trace what account at which institution it was in. I am also unsure how their failed attempts at obtaining information from XXXX is MY problem that now I am the one jumping through hoops to get this money they owed me over 2 years ago. Of course, they could not provide me any proof of their attempts to contact XXXX 


Now they are denying claims with no reasons, no correspondences, and no one can even provide me information when I call.

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