Consumer complaint received 2018-04-24
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:
On XX/XX/XXXX, I called Bank of America ( BofA ) fraud department to report a fraud incident in one my account. I just noticed it because normally I would check my account during payday. There was a multiple online money transfer using XXXX in the following respective dates : XX/XX/XXXX ( {$1900.00} ), XX/XX/XXXX ( {$1900.00} ), XX/XX/XXXX ( {$1900.00} ), XX/XX/XXXX ( {$1900.00} ) & XX/XX/XXXX ( {$1900.00} ) to  different persons which I don't have any connection with & this account has never done an outside online transactions, it is for internal funding of other accounts only. I spoke with XXXX & she's putting a case # XXXX & she told me that money should be returned after 10 working days. On XX/XX/XXXX, I called BofA again since I didn't hear anything from them. I was told that the claim was denied. I was furious since why I would be denied for my own money & how come I did not receive any calls or notifications. I was told it was emailed to me but I never received it. They checked and it was emailed to another email address which I don't have any clue about it. I just then realized that my email is also compromised, so I went to the local bank where I opened my account and talked to one of the employee by the name of XXXX. She was hesitant to help at first because the decision was made & I told her that it can not be since I entrusted them my money they should help me get it back. She then called another number & we go over the account and start changing the primary email back to my email ad. Also, some other contact info were again reviewed. It was obvious that someone gets in my account and was able to change the email ad which is obviously he knows that would the bank used for notifications and he would just get it approved himself all the transactions. 

I made multiple calls almost everyday to follow up the case, & it was finally reopened when I spoke to XXXX & she even told me to get a Police Report to have more supports which I did the same day with PR # XXXX @ XXXX XXXX CA police station. I was then told that the decision will be on XX/XX/XXXX, which was taking too long since I need the money to pay for my kid college tuition but my plea is just for nothing as they said it's the process. 

In the XX/XX/XXXX, I receive an email from BofA denying my claim again, I was very frustrated since it's a lot of money & I can not just give it up. I am still paying it since it's a loan and someone is enjoying on it. I called the bank immediately & request to talk to the analyst, because I want to know the IP addresses of the computers who change the contact information since I have the IP ad of all my computers that I use to do online transactions, but it appears that they don't deal with the victim personally even with multiple calls I made. 

XX/XX/XXXX, I signed up for the Identity theft in a thought that this could really help me based on the research I made online with similar issues I have. I followed the procedure to the point that I need to send a letter to BofA thru Identity Theft letterhead & gave it personally to the manager of the local bank where I have my account however, nothing has happened not even a reply letter. I do not know what to do this time and I am very desperate to get my money back. I am thinking to get a lawyer but I don't know if it's worth that I might end up losing more. 

Need some big time help! At this moment, it affects greatly our financial flow since I don't want my daughter to stop going to college. I won't give up, but I just don't know what else could I do. HELP, HELP Please!!

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