Consumer complaint received 2022-08-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX the debit card ending in XXXX was sent to my home address and received XXXX of XXXX. On XX/XX/XXXX I activated the card ending XXXX, soon after at XXXX I received a text from Bank of America ( I have submitted evidence of the text ), stating if Did you attempt a purchase at XXXX on your prepaid card for {$580.00}. I DID NOT MAKE ANY PURCHASE at XXXX. There was a link attached to the text to which I DID NOT subject myself to, just in case it was a scam. The text seemed suspicious to me, so at that moment I called customer service. I was concerned about the text and wanted to find out if there was any truth to this transaction from XXXX on my account? 

The representative clarified that there was no suspicious activity on the account, and the total amount in the account was {$4800.00}. I alerted him about the text that was sent to me, and he noted the account at the same time about the suspicious activity I had alerted him about. The only activity he saw was the 2 amounts deposited to the account which posted on XX/XX/XXXX by the XXXX : XXXX {$1400.00} XXXX {$3300.00} On XX/XX/XXXX at XXXX, I made a one and only purchase at XXXX XXXX Online in the amount of {$240.00}. My intention was, once my husband was able, he can drive me to Bank of America to withdraw the funds. I believe I called later that day to see how much money I could withdraw, and the customer service rep told me, {$1000.00}. I was still not aware about the other deposit made by the XXXX of {$1000.00}. 

On XX/XX/XXXX at about XXXX, I arrived at BofA , I told the teller I wanted to withdraw some money from my XXXX account, and asked how much am I able to withdraw? She said any amount is allowed. I then told her I wanted to withdraw {$4200.00}. The customer service rep. then proceeded to run the card thru the device and informed me there was {$600.00} available, she ran the card twice. She also informed me that BofA is not able to access the account, and are not able to give me any information, it only provides the prepaid debit care. 

I was upset, confused and devasted. I then at the same time proceeded to call customer service, the rep informs me that there was an amount of {$5000.00} was transferred to some unknown account. BofA was not giving me any answer regarding to where it went, no account, no bank information to confirm if it was any of my known bank accounts. The representative does not have access that information, per representative. 

Then, on XX/XX/XXXX another deposit was made ; posted in the amount of {$1000.00}. That brought the total amount to {$5800.00}. The balance left in the account was XXXX. That was the only amount I was able to withdraw from the bank. 
I am requesting that the error be corrected, and that my money be returned to me as soon as possible. FYI I am currently on maternity since leaving work XX/XX/XXXX. I filed my documents late with the XXXX. I had not received any paycheck or money in 2 months. I had been waiting on these funds to pay my bills and to provide for my family. It is imperative that I be reimbursed. 
I have a filed a police report at the XXXX XXXX Police Department XXXX XXXX XXXX. I have also filed a Consumer Financial Protection Bureau. The account in reference to where the transfer happened is not mine, nor do I have any knowledge of who did it.

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 monetary relief