Consumer complaint received 2018-03-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Fraud or scam

Complaint:
OnXX/XX/XXXX, my Bank of America online account was hacked. My birth date was changed and my primary phone number contact was changed. My phone number was placed at the number 3 spot for contact. {$10000.00} was transferred from my checking account to my savings account. Then {$94000.00} in total was wire transferred from my savings account to a bank in XXXX, XXXX XXXX XXXX. I called Bank of America as soon as I noticed the funds were in process of being transferred. This was after business hours, therefore, I could not go to my local branch office. I was told over the phone that a stop could not be placed on the transfer. They put a recall on the money, filed a claim, provided me with a claim number, set me up with my contact person for further follow up about the case, changed the contact phone number, and asked if I wanted to put a hold on the account. As a business owner, I have bills that were being paid out of that account. I could not place this whole account on hold because I wouldve had checks bouncing. I have 25 employees that are depending on getting paid to provide for their families, plus numerous vendors. I was then set up for an appointment at the local branch office the following morning. 

On XX/XX/XXXX, I was set up with new personal and business accounts and they called the Bank of America fraud department to make sure the complaint was being processed. Almost everyday forward, I have contacted Bank of America. I have left messages with my contact person. To date, I have only talked to my contact person one time. She has never contacted me to give me an update. I went to three local Bank of America branches for updates. I was even told by one employee that they could not discuss the case with me. Today, XX/XX/XXXX, I received a call from a local branch manager stating the funds in the bank in XXXX were no longer in the bank and Bank of America is not responsible. I called the branch manager back asking for a letter outlining why my claim was denied. She said she would talk to the legal team and will send something to me.

I have been a loyal customer with Bank of America over 20 years. I have two mortgages, personal accounts, business accounts, and credit cards with Bank of America. I have been contacted by Bank  of America in the past due to unusual account activity. Last year in XX/XX/XXXXI bought a building for my business and was required to go into Bank of America to wire transfer approximately {$150000.00}  for the title company. How is this time any different? This type of activity is unusual for any of my accounts. The same phone number has been on my Bank of America account for over the past 20 years. It should be a red flag when my contact number and birthdate were changed. Bank of America advertises that they take care of their customers when fraud occurs and return the money into your account. So why not now?

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