Consumer complaint received 2023-10-18
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
Dear Sir/Madam, I am writing to file a formal complaint against Bank of America regarding an issue with a XXXX transfer XXXX We both use Bank of America 's XXXX to send each other money. Bank of America 's XXXX sent confirmation text but the fund never deposited. The details of the complaint are as follows : 1. **Transaction Details** : - On XX/XX/XXXX, a XXXX transfer was initiated from XXXX XXXX XXXX Bank of America Account to XXXX XXXX XXXX Bank of America Account for {$1500.00}, which was successful. 
- On XX/XX/XXXX, a XXXX transfer was initiated from XXXX XXXX XXXX Bank of America Account to XXXX XXXX 's Bank of America Account for {$1500.00}. Although the funds were deducted from XXXX XXXX XXXX Bank account, the money was not received by XXXX XXXX. The text message from Bank of America shows it was sent on Thu, XX/XX/XXXX at XXXXXXXX XXXX : " BofA : XXXX XXXX sent you {$1500.00}, '' so it is evident that the money should have come back to my account, but I do not have the funds in my account. 

2. **Issue Description** : I initiated a XXXX transfer on the date mentioned above, as confirmed by the XXXX confirmation text. However, the funds were never deposited into my bank account, and the XXXX transfer shows reconciled not cleared, also there was no notice of any time limitation or dispute timeframe provided during the initiation of the transfer. 

3. **Contact with Bank of America** XXXX - Visited XXXXXXXX XXXX XXXX BoA Branch on XX/XX/XXXX. I was redirected to call XXXX. However the customer service said the sender, XXXX XXXX has to call them not me. 
- XXXX contacted Bank of America 's customer service to report the issue and request assistance on XX/XX/XXXX. A case number was filed. XXXX - XXXX informed me on XX/XX/XXXX, BoA is unable to approve the claim because the date of your dispute in the amount of {$1500.00} fell ouside the dispute timeframe. 
- I, XXXX XXXX visited Bank of America branch in XXXX XXXX and filed XXXX, And Bank of America responded by stating that the dispute fell outside of their dispute timeframes, which I believe is an unfair resolution considering that the funds were never received. 

4. **Evidence** : - XXXX Confirmation Text - XXXX  conf XXXX XXXX ; ( XXXX to XXXX ) - XXXX conf XXXX XXXX ( XXXX XXXX  XXXX ) 5. **Desired Resolution** : I am seeking a full investigation into this matter and request that Bank of America locate and credit the {$1500.00} to my account as initially intended. Additionally, I would appreciate clarification on any time limitations for XXXX disputes and more transparency in the dispute process for customers in the future. 

I would like to request the CFPB 's assistance in resolving this matter and ensuring that I receive the funds I am rightfully owed. 

Thank you for your attention to this matter. I look forward to your prompt response and resolution. 

Sincerely, XXXX XXXX

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