Long, long story, I'll try to sum up.

On April 26, 2011, I called BoA to make my mortgage payment by phone (first and last time I will ever do that). Check #203 was processed the next day and I thought everything was fine. I notice on May 3 that BoA has deposited money into my checking account (which is with another bank). It wasn't returned, there was an actual deposit. I called to find out what happened. I spoke with 4-5 different cust. service reps (not sure why I kept getting transferred, but I did). The first said it was a clerical error, I just needed to make teh payment again...transfer...next guy said the payment was returned because I overdrew my checking account. I told him that's not true...transfer...next guy told me it was because they withdrew the amount twice. I told him there was only one withdrawal showing on my account (I was looking on my online statement as we were speaking). He insisted the payment had cleared and everything was fine. I attempted to tell him several times there was something wrong, but he repeatedly told me I was current and the principal had been reduced by $X, blah, blah, blah. I asked him to send that to me in writing.

A few days later I get a letter from BoA indicating they made a mistake and withdrew the amount twice and if I incurred any fees to please contact them. The next day I received the written verification from the cust. service rep that the payment was recorded and I was current. That was approximately May 10. I still believed I was right, but they continued to tell me all was well, so I just waited for them to send me a notice or something when they realized their error.

On May 23 (Monday), I logged into my checking account to find that it was overdrawn. BoA must have discovered their error, but instead of contacting me they processed check #203 AGAIN on May 20 (Friday) and caused my account to overdraw by approximately $100. Since there were a handful of transactions over the weekend, I suspected I would be receiving a number of overdraft charges. I called Monday as soon as I discovered the problem and had a lengthy conversation with a cust service rep (I began recording the names and dates at that point). I argued that I knew I owed the payment amount, but never expected them to just debit my account without warning. How they can process a check twice is beyond me. She told me to email her the statement showing any charges I incur as soon as they show and she would send it to their Corporate Check Department.

I sent the statement on May 26, showing I was charged a total of $165 in fees (5 transactions at $33 each). Long story even longer, I never heard back from that woman. I waited the 30 days she said it could take and called again, only to find out my request had been denied June 1 (that's what I get for being patient). They claimed I did not send what they needed.

I have been through countless people since, always being transferred to a different area and speaking with different people. No one knows what anyone else has done, nor who they are (since they are often in different states). I even went to the bank who holds my checking account and sat in the manager's office as I spoke with another supervisor from BoA for an hour. I was given a fax number and told if I sent the statments to them AGAIN I would have an answer within 48 hours (that was July 20). I was guaranteed by the woman that I would get a call by Friday, July 22. Shocker, no call. I also found out on that day what had triggered this whole mess. BoA had attempted to debit my account twice on April 27, but the second request was denied because there wasn't enough money in my account. BoA must have recorded both payments as having been made, thus beginning this messy project of mine!

I called again on Monday, July 25 and was told nothing I did the previous week showed anywhere and they didn't know who this woman I had spoken with was. After another hour of arguing, I was told I had to send the documents in again. I emailed them AGAIN. I waited a few days and had heard nothing. I called Thursday, July 28 and shockingly got the same department. I asked for the supervisor, who was amazingly the same woman! That was at least progress! But, she was supposedly in a meeting and I was told she would call me back as soon as she got out. I was also told by this cust service rep that there wasn't more they could do until the request for reimbursement was processed, which could take 4-6 weeks. NOTHING about 4-6 weeks was said in my conversation with this woman. Well, it's been no surprise to me that I have yet to get a call back from her and she has not responded to any of the emails I have sent her since.

None of this was my fault. I've tried to call them and work with them at every step, but I have been told by them that I am wrong every time. How can I be wrong EVERY time?! There's no excuse for this kind of run around and there's no reason I should still be waiting for an answer at the end of August. If I wait the 4-6 weeks they claim it could take, that would take me to mid-September for a mistake that began April 27! That is completely unacceptable. I am out my money through no fault of my own. If they had just sent me a notice that I owed the money, I would have made payment and all would have been fine. Instead, they debited my account without authorization and I have been trying to get them to pay for their mistake ever since.

And for anyone who asks why the money wasn't in my account (as one cust. service rep asked very snotty on one of the calls), I keep any extra money in a separate account for budgeting purposes. A deposit to cover the negative balance was made first thing Tuesday morning, but unfortunately the damage had already been done. I realize this post will do nothing to correct the problem, but I felt the need to vent my frustration. I've never dealt with an organization more difficult to work with, but I'm left with no choice. They hold my mortgage (which is only because I was a Countrywide customer) and I am stuck with them.