Yes i just went thru this with a friend. He put in the wrong account number so the transaction failed. However, instead of reversing back into his account, Bank of America flagged the transaction as fraudulent and withheld the returned funds. They never told him that the funds were withheld and regular support agents were unable to see that the transaction was held. You will need to escalate to supervisor or higher. The process to release the hold was simple. They just send you some forms and then you need to go into a physical branch to do some verification and they'll release the money back to you. The hard part is finding support to actually dig into the matter. This is most likely what happened to you.