Consumer complaint received 2021-11-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
I was issued a check by XXXX XXXX XXXX in the amount of {$20000.00} ( check number : XXXX ). I endorsed the check and my husband made the deposit into our joint bank account with Bank of America on XX/XX/2020 and said check cleared on XX/XX/2020. The check was deposited into out joint account with Bank of America ( which the bank has since closed ) account number ending in XXXX.Peculiarly on XX/XX/2020, Bank of America sent notice to us that Bank of America was debiting {$20000.00} from their account because someone had attempted to re-deposit said check again. We deposited said check only one time and did not make a second deposit of the same check. We tried for months to get answers from Bank of America but they refused to give us any answer as to why they stole {$20000.00} from our account. They refused to provide us with any and all information. Finally, on or about XXXX of this year, we asked our attorney to personally contact Bank of America to obtain clarification as to this error. After hours of being on the phone with multiple agents, Bank of America was unable to produce a clear answer as to why it debited {$20000.00} from our account and refused to provide any information even to our attorney. Further, the bank was unable or refused to provide an explanation as to where the {$20000.00} is currently being held. 
Our bank statements correctly show that the check in questions was deposited only one time into our account in XXXX of XX/XX/XXXX. Bank of America directed us to file a fraud claim with the check issuer. After hours of compiling a fraud claim packet and speaking extensively to the check issuer, XXXX XXXX XXXX, it was unable to proceed with the fraud claim investigation. This was due to the fact the check in question was deposited only one time. The check issuer was perplexed as to the reason Bank of America direct my husband and I to file such claim in the first place. XXXX XXXX XXXX does not show any attempts to deposit this check more than one time or into more than one account. XXXX XXXX XXXX records indicated that said check was cashed into a Bank of America account on XX/XX/2020, and never again after that time. 
Moreover, XXXX XXXX XXXX does not have a returned check from Bank of America or any information that would indicate the check was cashed/deposited more than once. It is clear that an error occurred on the part of Bank of America and for well over a year my husband and I have been damaged through those errors. We want to know why Bank of America stole {$20000.00} from our account and why it continues to refuse releasing the money back into our account. We are elderly and on a fixed income we want answers as to were all our money has gone to.

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