Consumer complaint received 2023-10-26
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXX, I noticed huge amounts of money fraudulently withdrawn and transferred from my Bank of America accounts. I immediately called Bank of America and reported the {$9800.00} fraudulent transaction while it was still processing. They told me they had frozen my accounts and that the money will be returned to my account. My father, ( who is a co-owner of the account ) came to the XXXX XXXX branch on the same day the fraud happened ( and the fraud transaction was still processing ) on XXXX to report the fraud and freeze the account. He spoke with XXXX XXXX, and XXXX assured him that the account was already frozen and the fraudulent transaction of {$9800.00} will be credited back to the account. 

On XXXX the fraudulent amount was credited back to my account as ( insufficient funds ). Firstly, the fraudulent transfer failed due to insufficient funds in the bank account. On the same day, I received a message from Bank of America will attempt to send the money again on XX/XX/XXXX, which does not make any sense since I had already reported the fraudulent transaction to Bank of America, and they assured me that the account is already frozen and the money will be returned back to the account. In the letter, it says, if you do not take the required action, we may cancel this payment. I immediately called Bank of America and told them that it was already reported on XX/XX/XXXX as a fraud, and they need to cancel it ; they said not to worry because the account is already frozen and assured me the {$9800.00} will be credited back to my account. I have a call recording of this call and every call with the bank since I reported it as a fraud and will provide them when needed. 

On XX/XX/XXXX, the fraudulent transaction was sent again to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

On XX/XX/XXXX, the {$9800.00} was credited back to my account as returned of posted check/ item ( received on XXXX  ) ( insufficient funds ). 

On XX/XX/XXXX, the fraudulent transaction was sent to XXXX XXXX XXXX for the third time, which is absurd. I immediately called Bank of America and spoke with XXXX while the transaction was still processing, she told me this is the final attempt to take the {$9800.00} and that the money will be credited back to my account within two business days. 

On XXXX  This fraudulent transaction was ( cleared ) and sent to XXXX XXXX XXXX XXXX although I reported it as a fraud as soon as I saw it, and it was still processing, and they told me it will not be processed since the account has been frozen since XXXX 

I went to the XXXX XXXX branch. I asked for documentation the bank relied on to come to this wrong decision. They sent me a document that claimed I paid from XXXX XXXX, California, with a totally different IP address and network provider. So, they are telling me that the account email was changed, {$9800.00} transferred fraudulently, and all the way from XXXX XXXX, California all in one day, and this is claimed to match my account history and it was legitimate? My account history never had a transaction from California, an IP address from California, or a XXXX network provider. Also, I have never made such a huge wire transfer that basically drained out my bank account before. So, what is the Matched Account History claim about? This is an extreme level of fraud-enabling actions and negligence from the Fraud Department XXXX 

In addition to that, at the exact same time the {$9800.00} fraudulent transaction was made, there was a fraudulent balance transfer of {$5200.00} from my travel credit card to a XXXX XXXX Card ( The Credit Card Fraud Department claimed it was transferred to an account under my name which is absolutely wrong and rejected my claim THREE times which I proved them wrong by providing a reference letter from XXXX XXXX of all my credit cards history since XXXX, in which none of my two XXXX XXXX credit cards matched with the card that the Credit Card Fraud Department claimed to be mine. I won the claim, and the fraudulent balance transfer was credited to my credit card. However, the bank enabled the {$9800.00} fraudulent transaction to be cleared, did not stop while it was still processing, and still claimed that this transaction was legitimate. I have all the documentation saved, and every single call and meeting recorded that proves their extreme fraud-enabling actions, level of negligence, broken promises, false information, and inconsistent responses from each and every one of them since the day I reported this fraudulent transaction. 

From XXXX XXXX XXXX I spent countless hours in the local XXXX XXXX XXXX and worked with the branch assistant vice president, XXXX XXXX XXXX. He called the Checking Fraud Department and said, they told me they are waiting for XXXX XXXX XXXX XXXX to return the money. I have all meetings audio recorded and will provide them when needed. 

On XXXX XXXX XXXX I sent a detailed email regarding this case to XXXX XXXX XXXX XXXX XXXX - Fraud Investigations at Bank of America XXXX and XXXX XXXX XXXX XXXX President of retail Banking ) in order to have a final update from the bank of whether they will take this case seriously or not. I got a call back from ( XXXX XXXX a bank customer service agent who said they will reconsider the case. 

On XXXX XXXX XXXX XXXX Since they have not updated this case, I sent an email requesting to get an update so I can plan ahead for pursuing this case. I have not received a resolution from them since then. 

The bank also was extremely neglect and delayed my request to get all the documentation they relied on to get to this wrong decision. After literally 6 calls from the branch relationship associate, XXXX XXXX XXXX, they did not provide the documents. The branch assistant vice president, XXXX XXXX XXXX tried enormous times to call the Checking Fraud Department, but they did not provide the requested documents. I went home and after 7 calls, I was able to get the request processed. The last information I requested which is the full fraudulent account number with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have all the fraud transaction information given to me by the bank and I will provide them when needed. 

The Fraud Transaction Name, IP Address, City, XXXX, Network Provider, and Account Number as Provided by Bank of America Name : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Since the bank enabled the fraud transaction to proceed, made false promises, and did not solve this issue, I called XXXX XXXX XXXX XXXX XXXX XXXX and gave them my full name and my full social security number. They said there is nothing under your name and social security number. I asked them for a documentation of this to print but they said we can not print or give any documentation to you because you do not have any purchases or account with us, however anyone can call us on your behalf by your permission and give us your full name and full social security number and we would confirm that there is nothing under your name. All of this information was provided to Bank of America but unfortunately, they enabled the fraud to proceed and gave me broken promises. XXXX XXXX XXXX XXXX XXXX me their Fraud Control contact information for more help. I contacted them for the documentation, they said Unfortunately, we would not be able to assist with your request. You will need to report that with the fraud department at the banking institution in which the withdraw was from. They will be able to decline the charge and credit back your account. Thank you, Fraud Control. I will include these emails to the complaint.

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