Consumer complaint received 2018-09-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NM
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2018, I was notified via mail by the Bank of America that temporary credit had been issued in the amounts of XXXX, XXXX & XXXX. At the time of receiving the letters in the mail, I did not understand exactly why the following credits were being applied to my account. I contacted the Bank of America Financial center immediately. After finally getting through I was advised that I myself was disputing these amounts. After further investigation the transactions being disputed were bills I had paid prior and had already cleared. When I advised the Bank of America that I had not submitted these claim disputes my account was " closed '' according to the Bank of America. I was told that an investigation would need to take place to look further into the issues occurring. It appears that the day before this letter was received I had attempted to obtain a loan from XXXX XXXX XXXX to consolidate my bills. I submitted all the documentation needed ta XXXX XXXX who was acting as a loan officer from XXXX XXXX XXXX. He advised me that in order to receive the loan he would deposit {$1600.00} to my account and in return I had to pay the amount back to increase my credit score with the institution. I was advised to purchase 3 XXXX XXXX cards and pay the loan back. I proceeded to do so. I then received documents from what I thought was XXXX XXXX XXXX. I was advised to sign and date the documents which stated my loan agreement and payment amount with percentage Rate. Which I did. I faxed them back as advised. I contacted my HR department through my employment to request that the direct deposit be canceled due to suspected fraud to my account. I was advised that due to the account being closed that the direct deposit transaction would be returned to my employer in which then I would be cut a payroll check and over night delivery would be made to receive my payroll. When my direct deposit went out on XX/XX/2018 it was never returned. The bank accepted my direct deposit for approximately 1800+ dollars and never returned it. I had been advised multiple times that the account had been closed and that no transactions could come in or out of the account. I found this very strange because bills that I had set up for payment for that Friday were still being processed even though the account was closed. Upon finding out that possible fraud had occurred and that I truly was not approved for the loan I filed a police report. I submitted the documents from the XXXX XXXX XXXX to the officer along with the letters received from the bank. I submitted the police report and XXXX XXXX XXXX Documents to the Bank of America as advised. On approximately XX/XX/2018, I contacted the Bank of America claims department and was advised that $ 1600+ dollars had been returned back to my account and could go down to any Bank of America institution and the funds would be released to me. I proceeded to do so. Upon discussing further with the Bank of America on XXXX and XXXX XXXX in XXXX, I was turned away and advised again that the account was closed and had to deal with the claims department. I received the run around for several hours that day via telephone. No one new what was going on and transferred me at least a dozen times. I then requested to speak to a manager by the name of XXXX, I was transferred to this manager and advised that by XX/XX/2018 I would receive an answer to the investigation. I contacted the Institution claims department on that day and was told that the investigation had been closed. The gentlemen stated that he would reopen it and that I would have to wait until mid XXXX to find out the outcome. I was advised by the gentlemen that re-opened the case that an IP address from where the claims had been filed had been discovered and that they were investigating further. I to this day have not received a response and never got my payroll check back. I would like some type of resolution. We place our trust in these banks to manage our funds with the understanding that if fraud does occur that we are protected and will be reimbursed. I have multiple documents and if needed may provide.

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