Consumer complaint received 2021-11-01
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
I filed a claim regarding a XXXX transfer done on XX/XX/2021 and XX/XX/2021. I did not approve the XXXX transfer ; I called to file a claim less than 5 business days as soon as I noticed it. I spoke to a representative via phone and she provided me with false information. She stated she would close my account and open me a new account. ( the new account was never opened ) I called BOA to check the status of my claim and I was notified it had been denied. I was told they would reopen it again and I have never received any update or answer. According to BOA there is no claim and there was never any messages regarding the claim. I explained to the representative that the BOA bank mobile app would automatically sign in to the BOA app ; I never authorized the app to do that. I explained to the representative that my cell phone does not have a lock and that my XXXX year old son uses my cell phone to watch videos. I explained to the representative that my son leaves my cell phone unattended while we are in the playground, eating, grocery shopping etc. I filed a pollice report. I told the BOA represenativES that I have screenshots showing BOA app signs me in without my perm, ission and a copy of the police report. The boa represenative told me I have to fax thbe evidence I explained I don't have a computer and most places require you to use a debit card when you print documents. the Boa represenative told me I can go to any boa bank in person and they can print out whatever documents I send. I went to BOA and they told me they can't print any files I send. I am a single mother and I trusted your bank and you failed me. I have never ever filed a claim regarding a XXXX transfer and I thought your institution would have mhy bank and on the contrary you have wasted my time by giving me false information and making it impossible to get my money back. 
On XXXX at XXXX XXXX Pacific time I spoke to XXXX from XXXX Arizona regarding an existing claim I told him I needed help filing out the form that was sent to me by BOA via email. He declined to help me, because he said it was a legal matter. I told him i had general questions and the form stated to call boa if I needed help with anything. After about 30 mins i asked to speak to his supervisor. XXXX  placed me on hold and told me he could helpenwith tje claimant statement form. I asked him what was the account number the fraud had taken place in. He told me it was tje account ending in XXXX. 


On XXXX i called boa and told them Inwas going to get a XXXX transfer the reprsentative acknowledged that he can c the current claim. My mom sent {$100.00} and it turns out tjat the XXXX accountnwas nevee updates by boa. I was unanle to habe access to the money. 

I spoke to XXXX from XXXX az on XXXX at approximately XXXX XXXX pacific time. She declined to have her supervisor contact me me. She told me the account the fraud was done in was the account endinf in XXXX. 



I have notes from tje false information i have received from your customer servixe reprsentatives. Giving me false information on the recorded line on purpose to sabatoge me from getting tje claim approved and access to my money. 

If this continues I will have no other choice ; I will contact the federal reserve and find out who oversees boa. I just want my money that belongs to me. I hate wasting my time arguing with your incompetent evil bully workers.. This is for documentation purposes. 


Today i called and spoke to XXXX and he told me the claim that had beem repopenes was denied he said he was one of the workers that makes the decision whether or not to approve a claim .he told me Inwould have to improve it wasnt done from my cell. He saod a third party or mh phone company can write a letter sayinf my cell has viruses. He said he will email me the denial of mh secons claim. I called boa back again todau and spoke to XXXX he said the reopened claim was not denied he advise it was still under investigation. 

I also had a bank of America credit card that was closed because my credit score dropped. I had about XXXX thqr was never refunded to me. And none of the reprsentatives could tell me or explain to me where the money went or how to get it back

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