Consumer complaint received 2021-04-13
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WV
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XXXX XXXX I received a profile update confirmation e-mail. It stated that my security profile information had been updated and that if I had not made these changes to contact Bank of America customer service immediately. I immediately contacted BOA customer service and spoke with a customer service rep who verified all of my security info and assured me that everything was ok and secure and that there were no problems with my account. That same evening a fraudulent transfer in the amount of {$7000.00} was made from my account! On XX/XX/2021 another fraudulent transfer was made in the amount of {$3800.00} which completely drained the account! I was not regularly monitoring the account balance and was not aware of the problem until XX/XX/2021 when I attempted to use the card and it was declined. Upon returning home I attempted to log into my account and could not, reason given was invalid security information. I immediately contacted BOA customer service who made me aware of the ACH funds transfers that had been made from my acct. I assured them that I had not made these transfers and that I could not log into my acct and it was verified that my account had been hacked and my security info had in fact been changed. I spent 4 hours on the phone with BOA that evening speaking to customer service reps, customer protection reps, cyber security reps, fraud investigators and claims representatives. I was told that the investigation may take up to 45 business days and that they would be in contact. My understanding is that the funds should have been returned after 10 business days. On XX/XX/2021 I contacted BOA to ask the status of my funds and after getting the run around from customer service and claims reps I ask to speak to a XXXXXXXX who told me she could find no record of my claim. After another 2 hours on the phone another claim was supposedly filed and I was told the funds would be returned to my account within 10 business days. On XX/XX/2021 I again contacted BOA and spoke to another claims XXXX about the status of my funds, she found the notes of the previous supervisor which said a claim was submitted but there was no record of it ever being processed and she could not give a claim number. She filed another claim and assured me the funds would be returned to my acct by XX/XX/2021. Later on XX/XX/2021 {$3800.00} was returned to my acct. I waited till XXXX, XXXX and the remaining {$7000.00} had not been returned so I called BOA again and spoke to another XXXX who could find no record of a claim for the remaining funds and filed another claim for the {$7000.00}. It is now XX/XX/2021 and I have spoken to yet another claims XXXX who says there is a claim filed but can't tell me when or even if my remaining funds will be returned to me!

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