Consumer complaint received 2018-02-28
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA
Product: Money transfer, virtual currency, or money service
Sub-product: Check cashing service
Issue: Fraud or scam

Complaint:
I paid for what I believed was security and technology help for my laptop and received a phone call today saying I was due a refund ( {$290.00} ) due to technology problems that occurred in Florida and refunds were being given out. I was kept on the phone by a XXXX, and given several numbers as I was told I would be called tomorrow ( today ) to be asked for these numbers to verify as I could receive my refund. I am legally XXXX but believed what was being said ... .I was told I would be getting a call between XXXX XXXX today. I just checked my email and found the following : XXXX XXXX : Your money transfer 's been received XXXX XXXX Reply all| Today, XXXX XXXX You This message is from a trusted sender. 
Dear XXXX XXXX, Your money 's been picked up. Your transaction details are below. 

If you have any questions, contact us anytime. 

Thanks for using XXXX XXXX. 
TRANSACTION DETAILS : Your tracking number ( MTCN ) is : XXXX Please use this number for any inquiries. 

Date of Order : XX/XX/2018 Amount Sent : USD XXXX Receiver Name : XXXX XXXX Status : Picked up Local currency pay out : XXXX XXXX Currency Exchange : XXXX XXXX and its agents earn money from transfer fees and from tariffs when funds are converted into foreign currencies. 
These tariffs are subject to change without prior notice. 

SENDING TO COUNTRIES THAT PROVIDE PAYMENT IN MULTIPLE CURRENCIES : Some XXXX XXXX agents may offer the choice to receive funds in a currency other than the one chosen by the sender. In such instances, XXXX XXXX ( or its agents ) may make additional money when your funds are converted into the currency selected by the receiver. 

However, in some countries, your recipient may choose to receive a different currency. In those cases, the exchange rate may differ from the one applicable to a transaction paid in the currency you selected. 

Thank you, XXXX XXXX XXXX XXXX also makes money from currency exchange. 

You have a right to dispute errors in your transaction. If you think there is an error, contact us within 180 days at XXXX or at XXXX. You can also contact us for a written explanation of your rights. 
You can cancel for a full refund within 30 minutes of payment, unless the funds have been picked up or deposited. 

For inquiries or comments in English, please write to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
XXXX XXXX XXXX XXXX, CO XXXX For customer service, please call XXXX. 

For questions or complaints about XXXX XXXX, contact : Consumer Financial Protection Bureau XXXX XXXX ( TTY/TDD ) www.consumerfinance.gov In addition to the transfer fee, XXXX XXXX also makes money when it changes your dollars into foreign currency. Please see the terms and conditions for information about currency exchange. If the exchange rate for your transaction was determined at the time you sent the money, the currency to be paid out and the exchange rate are on your receipt. Otherwise, the exchange rate will be set when the receiver receives the funds. 

XXXX XXXX XXXX XXXX XXXX ( " Services '' ) are provided to you subject to the Terms and Conditions and applicable law. Service availability depends on transaction conditions including the Service selected ( including special terms for each Service described in the Terms and Conditions ), transfer amount, receive country, currency availability, legal constraints, identification requirements and location hours. 

Funds to Receivers are generally in local currency ( at some locations funds may be available in U.S. dollars or other currency ). In addition to the transfer fee for this transaction, a currency exchange rate will be applied. U.S. dollars are converted to foreign currency at an exchange rate set by XXXX XXXX. Any difference between the rate given to you and the rate received by XXXX XXXX will be kept by XXXX XXXX ( and its Agents in some cases ) in addition to the transfer fee. You may find out the current exchange rate provided by XXXX XXXX to its customers by calling XXXX. 

LIMITATIONS OF LIABILITY : IN NO EVENT SHALL XXXX XXXX BE LIABLE FOR DAMAGES, WHETHER CAUSED BY NEGLIGENCE ON THE PART OF ITS EMPLOYEES, SUPPLIERS OR AGENTS OR OTHERWISE, BEYOND {$500.00} ( in addition to refunding the transfer amount and transfer fee and except as provided in California Financial Code 2101 ( c ) ),  UNLESS YOU HAVE OBTAINED A HIGHER  LIABILITY LIMIT BY CALLING THE CUSTOMER SERVICE TELEPHONE NUMBER BELOW AND PAYING AN ADDITIONAL FEE THEREFORE. IN NO EVENT SHALL XXXX XXXX OR ITS AGENTS BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES, OR THE LIKE. 

REFUNDS : PRINCIPAL REFUNDS and cancellation of the money transfer will be made if payment has not been made when XXXX XXXX processes your written request. If Receiver rejects your funds or you request a refund, XXXX XXXX may charge you a fee to refund the principal amount back to you. TRANSFER FEE REFUNDS may be made if funds are not available within the specified timeframe. Qualifying refunds will be made within 45 days of receipt of your valid written request. 

The following provision applies only to transactions from California : RIGHT TO REFUND. You, the customer, are entitled to a refund of the money to be transmitted as the result of this agreement if XXXX XXXX does not forward the money received from you within 10 days of the date of its receipt, or does not give instructions committing an equivalent amount of money to the person designated by you within 10 days of the date of the receipt of the funds from you unless otherwise instructed by you. If your instructions as to when the moneys shall be forwarded or transmitted are not complied with and the money has not yet been forwarded or transmitted you have a right to a refund of your money. If you want a refund, you must mail or deliver your written request to XXXX XXXX at XXXX XXXX XXXX, XXXX, Colorado, XXXX. If you do not receive your refund, you may be entitled to your money back plus a penalty of up to {$1000.00} and attorneys fees pursuant to Section XXXX of the California Financial Code. 

XXXX XXXX PRIVACY POLICIES : XXXX XXXX may disclose your personal information to third parties as explained in XXXX XXXX Privacy Statement. Information disclosed may include your financial background, your contact information, your identification, information about your transaction with us and other information relating to financial matters. Recipients may include financial institutions, retailers, our service providers, government agencies and direct marketers. You may direct us to limit certain disclosures of your information to some of these parties by changing your preferences on this website or call XXXX. Your choice to limit certain disclosures will apply until you change your choice or we delete your data from our systems. To limit disclosures of your information ( opt out ), change your preferences or call XXXX. 

DONT REPLY TO THIS EMAIL. IF YOU HAVE QUESTIONS PLEASE CONTACT US. 

This is a customer service email from XXXX XXXX XXXX XXXX XXXX XXXX XXXX Please dont reply to this email, but instead contact us through the " Contact Us ''  section at XXXX XXXX XXXX XXXX if you need help. XXXX XXXX XXXX XXXX, XXXX XXXX XXXX  XXXX XXXX, CO XXXX Privacy Statement If you believe this may be a fraudulent email, type XXXX XXXX XXXX XXXX directly into your browser. Learn more about how to protect yourself from fraud. 

XXXX XXXX XXXX XXXX XXXX XXXX, XXXX # XXXX, is LICENSED BY THE GEORGIA DEPARTMENT OF BANKING AND FINANCE and Licensed as a Money Transmitter by the New York XXXX XXXX XXXX XXXX XXXX. 

XX/XX/2018 XXXX  XXXX XXXX XXXX XXXX XXXX All rights reserved. 


XXXX I am on a fixed XXXX income and have no where to turn ... .. I called back the tel numbers given to me and they are not in service. Please advise and help me.

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