Consumer complaint received 2022-05-16
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2022 while I was in work at the XXXX XXXX I noticed that I had four missed calls from The Bank of America where I do have a few accounts. I called back the last call and was told that this was the fraud dept from the Bank of Am and were calling to check some activity that they thought was fraud. They asked me if I had made some purchases in XXXX XXXX XXXX Florida. They told me that my account was used at XXXX for XXXX and some odd dollars, XXXX XXXX for XXXX and some odd dollars in XXXX for XXXX something. I told him that I did not make these purchases. They then asked me to sign onto my mobile account which I did and go to XXXX where I noticed that there was two transactions going to somebody that I did not know. The name is XXXX XXXX and the amounts were {$1000.00} and {$200.00}. He told me that I needed to reverse the transactions so the money didnt get sent. So he was walking me through what to do and I was sent a code which I then put into the phone and he told me that was the only way they could reverse the transaction. After I did this while we were still working on it we got disconnected. I immediately went to my pocketbook and got out my debit card and called the number on the back of the card. I told the customer service person what had happened and she told me it was fraud they didnt have any list I need a listings of the three charges from XXXX XXXX XXXX and the XXXX transfers were fraudulent. At that time I did not even have enough money in the account to cover the two transactions and I reported to them that I did not do these transactions I dont know that person. I spoke to about three different people that day and was told that a case would be started. I never received any kind of type of contract correspondence stating that a case had been started either by email or mail and about two weeks after I called to see what was going on with us these transactions and I was told that that money has been sent and that they denied my claim. At that point I had been paid again so more money went into that account still not account enough to cover both transactions it was about {$85.00} shot at that point. I spoke with somebody else and they told me that they were going to put in for a review again about what happened she didnt seem to have all my information that I reported on my report. I waited about another week and called again and was told again that it never went for a review it was denied originally and there was really nothing I could do about it. I was told the transaction was denied because they could see that I authorize the transaction from my mobile device when I put the pin number in. I had explained to them that I dont know that person that money was going to and I believe that I was talking to a Bank of America personnel person and I was reversing the transaction I thought. Call I have tried to reach out to them but was on hold for a long time to see if they could find out where the transaction originated from but have had no luck at this point. I dont know if there is some thing that you can do to help or any advice.

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