Consumer complaint received 2020-07-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
XX/XX/XXXX : I was laid off on XX/XX/XXXX ( and still am ), a month later banks were still closed due to Covid-19 SIP. At that time, the only way I could pay basic living expenses from my existing XXXX account was by electronic funds transfer ( which I had never done before ) from my Government Benefits account. I transferred {$1300.00} of Unemployment & CARES Act funds from my prepaid BofA account to a Chase account owned by me - well, I thought I did. ( Note : BofA disclosure limitation says transfers are only allowed " to account owned by you '' ) XX/XX/XXXX : Transfer not received, called my bank for status. XXXX Rep helped me identify the error - I had incorrectly entered my SSN instead of my account number. XXXX advised me to call BofA to report the mistake and ask them to recall or reverse the transaction if it wasn't automatically kicked back during validation / Called BofA, spoke with claims Dept, reported the error, and all details, explained the mistake was an incorrect account number, and advised XXXX was already aware of the issue. 
XX/XX/XXXX : Long hold time for BofA, called XXXX. XXXX located the funds in an account that is the same # as my SSN. XXXX confirmed the receiving account owner was not the sending account owner, and they would return the funds as soon as the initiating bank reversed or recalled the transaction, but nothing received from BofA yet XX/XX/XXXX : Called BofA, spoke with Claims Dept. The representative forced me back throughexactly the same questions as the week before, and would not allow me to provide the information I had obtained from XXXX ( despite several attempts ). After again explaining that my circumstances left me in urgent need of quick error resolution, I was told that an investigation would be opened and I should receive a response within 10 days. They did nothing until 7 days after I first reported the claim - and only then because I called again. 
XX/XX/XXXX : I received a letter from BofA stating the investigation was closed because the money wasdepositedto the account number provided by me ; therefore the transaction was authorized. The letter also statedthe receiving bank XXXX XXXX XXXX had been notified, and no further information was available. I incorrectly assumed that by BofA notifying XXXX the XXXX banks would now be able return the funds XXXX had already found in their investigation. 
XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX : multiple phone calls to both banks, in all attempts I spoke with managers, both sides claimed they were unable to take action and I had to call the other. BofA claims XXXX is uncooperative and they required a " Hold Harmless '' form to be completed before they would respond to BofAs investigation. XXXX claims they have responded to BofAs inquiry, and they will return the funds as soon as B of A initiates a RECALL or Reversal. XXXX states they are legally prohibited from taking action without a Reversal or Recall from the initiating bank. Each time I requested they provide me with copies of documentation supporting their statements - so I could take it to the other bank for them. Each time I asked that they speak to each other to figure out what their differences were here. Each time both banks refused to provide any documentation/copies or take any action. 
XX/XX/XXXX : in person meeting with XXXX, thought this would help - the rep understood exactly what happened, agreed it should be resolved and the funds returned, and advised the issue would be escalated to a team that could help. That turned out to be the same team that I was speaking with. 
XX/XX/XXXX, XX/XX/XXXX and XXXX : multiple e-mails to both banks - with copied of Reg E sections included confirming incorrect electronic funds transfer - which is what I reported - is a covered error, AND separate from the Unauthorized error that was the basis for BofAs initial determination. 
ALL e-mails sent to the e-mail address on BofA disclosures were returned with the following message, the e-mail address appears to be unmonitored : " Our apologies we are unable to assist via email due to security purposes. Please call Bank of America at XXXX or the number listed on the back of your card. You do not need to have your card number to speak to a representative. Choose the lost or stolen option in the automated menu. Please know that the call center is experiencing higher than normal wait times and we are working to address the issue. Thank you for your patience.Note : Bank of America representatives can not answer questions about your claim or pending payments '' Almost 3 months later, and many hours wasted attempting to resolve what should have been a very simple matter - still no investigation of the reported error, no copy of documentation leading to the determination. Neither bank has made any attempt to resolve the error described in section 1005.11 ( a ) ( 1 ) ( ii ) definition causing me a loss of {$1300.00} for a TYPO

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