Consumer complaint received 2023-02-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
A check sent Bank of America using bill pay to a business was fraudulently cashed. It has been almost four months and I still do not have the funds back in my checking account. 

I have been trying to reclaim the funds since XXXX of XXXX. The check was scheduled to arrive on XX/XX/XXXX Here is my timeline : XXXX I sent them the information, again. I first provided contact information in an online inquiry on XX/XX/XXXX, then again in a message on XX/XX/XXXX XXXX I sent another message asking for an update. Received a reply that they have not been successful in obtaining the required information from XXXX ( XXXX ) and if I could provide them with contact information XX/XX/XXXX I sent a message asking for an update. Received a reply to allow for sufficient time for the process and that they will send me a message as soon as they have more information or resolution. 
XX/XX/XXXX XXXX received the documents from BofA, needed to find a notary, I recommended she go to the bank, they frequently have them on staff. Not long after she mentioned she had mailed them, I dont have that date. 
XX/XX/XXXX received an update in the online message center that they have sent XXXX some required document that is needed in order to recover the money. Sounds like they first get their money, then I get mine. I replied asking when it was sent and that if they have not received it yet there will be a delay in response due to the XXXX XXXX trip XXXX called XXXX, that was the number in the email, on hold for 16 minutes, wrong dept, when I gave him the case number he said that this case numbers generally start with letters and that I was calling the wrong area, transferred me and gave me this number : XXXX After another 34 minutes - XXXX from Texas, This was the wrong area hes going to transfer me back to XXXX XXXX XXXX I requested to speak with a supervisor, he said he would file a complaint on my behalf and get a manager / supervisor on the phone too XXXX in Arizona - gave her the case number, she confirmed that it is now being handled by the back office, I can not reach them directly, the last status in my case is from them trying to get a phone number. 
I should expect a call or update within the messaging within 3 5 business days otherwise call XXXX She is also filing a complaint on my behalf XXXX sent a note from the online banking center asking for a status. Received a reply on XXXX that I needed to call XX/XX/XXXX called for an update on the case, guy put me on hold to review the case. Came back and asked me who he could help. I was clear I wanted to know the status and when I would receive the money back. Then said he needed to check to see if a fraud case had been started and put me on hold again. Got dropped back into XXXX and told I would be called back in about 20 minutes Spoke with XXXX from Tennessee ; she can not see if there is a claim as she does not handle billpay Called back, spoke with the same gentleman, he tried calling the Fraud dept, was on hold for another XXXX minutes ; I had to drop for a meeting, he sent me a note that they are in the process of assembling information XX/XX/XXXX gave a copy of the cashed check I received from the bank to XXXX XX/XX/XXXX called to confirm the signatures were not a match, they need to talk to the gym, get an affidavit out to the gym, have them sign and return, then the investigation starts. Also told standard practice is to mark it lost if not received within 5 days, had that been done, this could all have been avoided. Since I called when it was 18 days overdue XX/XX/XXXX requested copies of the checks, gentleman agreed the signatures for XXXX and XX/XX/XXXX were not a match XX/XX/XXXX called to follow up on the XX/XX/XXXX from and told the check had been cashed XX/XX/XXXX filled out a form online that the check never arrived XX/XX/XXXX Initially called on XX/XX/XXXX about the check not being received. Told there was a delay in mailings due to voting ballots being sent from XXXX and to wait a week

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