Consumer complaint received 2023-05-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
XX/XX/XXXX Problem repeated XX/XX/XXXX XXXX Print complaint OPEN Submitted STATUS Submitted to the CFPB on XX/XX/XXXX PRODUCT Checking or savings account ISSUE Managing an account We received your complaint. Thank you. 

We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. 
YOUR COMPLAINT When bank didnt cancel the fraudulent duplicate payment criminally processed through my account or through technical error, I called and informed them of such lack of oversight on XX/XX/XXXX. I received a nonsensical approach to the matter that diverted from their normal business practices that requested that I call back once the transaction was done processing after a week. There are different categories of bank accounts and such balances required do not always exceed {$15000.00}. However, in my case, two duplicate charges of {$10000.00} usually causes a phone call or something more extreme, such as cancelling or voiding the transaction, which can also upset me when the transactions are intended. However, in this case they were not and they expected me to simply mask this lack of oversight and support with requesting that I call the lender to request a refund of the duplicate charge. The lender in question is never interested in such since this is not the first time that the lender has received more than two payments exceeding three to four times the minimum amount due. Furthermore, the following messages were also sent to XXXX. -- -- -- -- -- Forwarded message -- -- -- -- -- From : XXXX XXXX XXXX XXXX XXXX Date : Friday, XX/XX/XXXX Subject : Frequency of Cyber-Enabled Financial Crimes Fraud After Filing Reports with CFPB To : XXXX XXXX : XXXX, XXXX Good morning, Bank of America would not dispute the transaction according to normal business conduct, instead they are waiting a week and my concern is that they will not put their response in any type of writing, reflecting past criminal activities where my account was affected in this manner that resembled sting operation training with no basis for prosecution rather than just going through the process in form, and in the meantime ensuring the consequences of such misuse to my account, which would include, rejecting any transactions coming through to my account. Thank you for your attention. Respectfully, XXXX XXXX XXXX XXXX -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX XXXX XXXX Date : Fri, XXXX XXXX, XXXX at XXXX Subject : Re : Your available account balance is low To : XXXX, XXXX Good morning, This message is to report that when I called at approximately XXXX AM PST that Bank of America customer service agaiXXXX misinformed me that the second duplicate Online Bill Payment in the amount of {$10000.00} that was pending on XX/XX/XXXX could not be disputed although it cleared this morning on XX/XX/XXXX. It was communicated to me on XX/XX/XXXX that once the transaction cleared, that it could be disputed. Having XXXX simply refund the amount only looks as if I overpaid any amount due, which would be the case, and would not treat the transaction as a fraudulent transaction or technological error, both produced through Bank of America in their error, including allowing a third party to access online bill pay for such illegal means, while making it difficult to access such online features for myself. This type of activity would not be new to Bank of America, as reported yesterday. -- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX XXXX XXXX Date : Thu, XXXX XXXX, XXXX at XXXX Subject : Re : Frequency of Cyber-Enabled Financial Crimes Fraud After Filing Reports with CFPB To : XXXX Cc : XXXX, XXXX Good afternoon, Please see the attached picture of such duplicate transaction created by the fraudulent security project. Again the concern here is moving me to the front of the line for an activity that I would otherwise be selected for at random, and having the ability to do that numerous times. Thank you. Respectfully, XXXX XXXX XXXX XXXX On Thu, XXXX XXXX, XXXX at XXXX Vernica XXXX XXXX XXXX XXXX wrote : Good afternoon, The following incidents were reported to the CFPB, and the fraudulence in such arising security projects, aside from aggressive tactics in other forms, arose right before the third incident, while evidence that such predatory practices of illegitimate purposes were well underway and within the timeline of activities in corresponding services made through the bank and the CFPB after the second incident. At this point, after the lack of success involving the third incident, and other activities associated with my CFPB account that remained unresolved or temporarily, such as the XXXX XXXX case that was overturned and reinvestigated several times or the XXXX XXXX case that did not go anywhere, I do not believe that initiating an additional case with the CFPB will be successful but that this activity, as the FTC states is within the role of such bureau to receive, even if ineffective or damaging to the claimant. The fraudulent security project that took a retaliatory step in including my account for such reason now a fourth time, with the third time being the time that I had to open a new checking account to have my funds transferred from this account, because such fraudulent security projects involved me in their investigation scams and fr [ oze ] my funds outside of any legitimate investigation leading to prosecution, and such has been the case since XXXX, aside from allowing the mismanagement of my information for inspection by XXXX XXXX representatives for inclusion in their advertising and marketing events. I have completely no knowledge. They all come across as legitimate bank errors or security investigations, i.e. when law enforcement seizes funds under a legitimate investigation. However, there is no reason for prosecution, and I have waited for such prosecution and none occurred. ( XXXX ) My current account allowed the [ Dept of Education ] to withdraw a payment not within the terms of my contract that placed it into an overdrawn status without notification that such occurred ; Bank of America and the Department of Education would have records of the transaction that was in dispute around XXXX. ( 2 ) My current account was frozen sometime between XXXX XXXX ; Bank of America would have information on the first seizure ( freezing ) of the account. ( 3 ) At the time my current account had to be closed because the funds were frozen and were allowed to be released into a different bank account ; Even in the case where I was told I needed to transfer to a new bank account, when it came time to dispute the related charges for such recommended activity because the bank could not protect my information, they then spoke in the context that I had freely selected such action outside of the context for the reason of opening such account, i.e. irrespective of the fraudulent temporary seizure of my funds. Bank of America would have records of the seizure affecting my current account and the date the second account was opened ( 4 ) XX/XX/XXXX : The second duplicate bill pay transaction was a product of a technical error that I believe was produced out of malic [ e ] and fraud related to the credit condition that would stand after its payment, and that because such stance would be positive, such error was created to create a delinquent view o [ f my ] finances. When I called the customer service center twice, I was not able to quickly report and process this second transaction, and was juggled not only by the automated answering service, but I also experienced technical errors when speaking to both customer service agents, one in that the first could not hear me and needed each piece of information duplicated and the second stated that she could simply not dispute the second bill pay amount. Bank of America, NXXXX, and XXXX XXXX XXXX, would have information regarding the XX/XX/XXXX transaction in dispute. Technical Errors Affecting Routing of Calling System I received fast busy signals XXXX times when calling the XXXX and was automatically treated like a regular bank account status request call instead of a transaction dispute or security and fraud investigation request. https : XXXX Report fraudulent or suspicious activity Credit card charges Log into Online Banking and follow the instructions. ATM or debit charges XXXX Mortgage accounts XXXX XXXX XXXX XXXX XXXX. ( local time ) Home equity accounts XXXX XXXX XXXX XXXX XXXX. ( local time ) Online Banking XXXX All other XXXX XXXX ( international collect ; cell phone roaming charges may apply ) MonFri XXXX XXXX XXXX ( local time ) XXXX XXXX XXXX XXXX. ( local time ) Spanish XXXX MonFri XXXX XXXX XXXX. ( local time ) XXXX XXXX XXXX XXXX ( local time ) I was offered the following phone number for Online Bill Pay Fraud, XXXX XXXX XXXX, and such number was never disclosed on the Bank of America website, and this may be the number that the first and second customer service agent transferred me to, but I could not connect to a live person to explain my dispute through their transfer, or through calling the numbers associated with Online Bill Pay through either of those means. The second phone number that she provided during the second customer service call was XXXX and such number presented the same prompts as XXXX XXXX XXXX before it attempted to direct me to the general account services phone number voice prompts, and then it did. I could not receive adequate support for this specific issue on the account. I received the same type of general account services support that I would receive for a debit card transaction that did not apply to this transaction, and not one that would go into specific detail about the fraudulent security project that took a retaliatory step in including my account for such reason now a fourth time, with the third time being the time that I had to open a new checking account to have my funds transferred from this account, because such fraudulent security projects involved me in their investigation scams and fr [ oze ] my funds outside of any legitimate investigation leading to prosecution, and such has been the case since XXXX, aside from allowing the mismanagement of my information for inspection by XXXX XXXX representatives for inclusion in their advertising and marketing events. Notice : This message and any attachments may only be intended for the named and/ or addressed recipient ( s ). Its contents ( including any attachments ) may be legally privileged or otherwise protected from disclosure by law, confidential and/or proprietary information about XXXX, or its customers, which XXXX, does not intend to disclose to the public. Unauthorized use, copying, distribution or disclosure of any of it may be unlawful and is strictly prohibited. The owner of this account assumes no responsibility to persons other than the intended named and addressed recipient ( s ), no responsibility to any persons in cases of unsolicited electronic junk or spam messages sent using the address of this account or use of the account without authorization of its owner, and does not accept liability for any errors or omissions which are a result of email transmission. If you have received this message by mistake, please immediately notify the sender by reply email and confirm that the original message and any attachments and copies have been destroyed and deleted from your system. 

View full complaint Sent to company STATUS Sent to company on XX/XX/XXXX We've sent your complaint to the company, and we will let you know when they respond. 

Their response should include the steps they took, or will take, to address your complaint. 

Companies generally respond in 15 days. In some cases, the company will let you know their response is in progress and provide a final response in 60 days.

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