Consumer complaint received 2018-03-19
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
This is the letter sent to the CEO of Bank of America XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, CA XXXX XXXX XXXX XX/XX/2018 XXXX XXXX XXXX, Chief Executive Officer Bank Of America XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX XXXX : Complaint Credit/Debit Card : Ending XXXX Dear XXXX XXXX XXXX, Chief Executive Officer, It is unbelievable I can not trust the financial institution I entrust my hard earned money, to deal honestly by the Federal Compliance Laws for banks. 

Recently, on XX/XX/2018, I received a text/call message from the Bank of America Investigation Unit, that woke me up out of my sleep at XXXX XXXX in the morning for unusual activity for a debit deduction from XXXX XXXX, {$3300.00} and {$1000.00} for a purchase already paid/authorized for on XX/XX/2018. I returned the call around XXXX in the morning after waiting on hold for approximately XXXX minutes, the male representative indicated it was put through twice. My response, it had already been paid for and it was not authorized again. I had to take off work to research actually what was going on with my account when approximately three days prior, I checked my account and the payment to XXXX XXXX was still processing for the amounts of {$3300.00} and {$1000.00}. The representative said, he could not see an authorization on his end for the total amount of {$4400.00}. My response, I have a receipt for the purchase deducted from my credit/debit card ending XXXX. After, he looked further into the account, he stated there was a reversal because of a double payment of {$1000.00} on XX/XX/2018. Then, he indicated the authorization probably fell off, and XXXX sometimes take up to a year to close an authorization. If the authorization for payment was released, the funds did not go back into my account. He instructed me to contact Bank of America Customer Service Compliance. 

Customer Service Compliance Line instructed me to go into a local Bank of America Financial Institution to talk to a manager and show them my receipt. On XX/XX/2018, I went to Bank of America at XXXX XXXX XXXX, XXXX, CA, XXXX, and spoke to XXXX XXXX, Relationship Manager. XXXX printed out my statement, but did not know why the transactions was not showing on my account, nor did he offer to open an audit. I showed him my receipt. His response, maybe it is something on Macys end. I told XXXX, I had been a victim of Money Laundering with XX/XX/XXXX. I contacted XXXX XXXX Consultant, his response, If and when the authorization falls off, the money is released back into the customer bank account. 

On XX/XX/2018, I contacted the Bank of America Customer Service Compliance line several times ( on record with the institution ), I also indicated, I had been a victim of Money Laundering with XXXX XXXX XXXX. The representative told me there was nothing that could be done on compliance because the transaction was not showing at all. I was instructed to go to a local Bank of America, request an accountant to do an audit on my account for Proof of Return of funds into my account. On XX/XX/2018, I went to Bank of America, XXXX, XXXX XXXX XXXX, XXXX, CA XXXX, and spoke with XXXX XXXX, Financial Center Manager. I requested for an audit of my account for XXXX of Return as instructed. What happen is unbelievable, XXXX XXXX, response " for fraud '' and started reasoning with me, why I should not have an audit done. Twice, I requested the Branch Manager, per the Bank of America Compliance Department, to do an audit. What did I get? The Branch Manager going into the system under her credentials, and saying, see there is no transaction for XX/XX/2018, pointing the finger at the merchant. My response, here is my receipt. To no avail {$4400.00} is missing and unaccounted for out of my account. I said very nicely, I have been a victim of Money Laundering coming out of my account with over {$7500.00} to {$10000.00} from XXXX XXXX in XXXX. There is a problem. My account has been comprised. 

To determine actually, what happen between XXXX XXXX and Bank of America on my purchase transactions. XXXX Presidential Line was contacted on XX/XX/2018 and XX/XX/2018,  to research what happen on XXXX end. The XXXX Executive Office, informed me, credit/debit card XXXX was used on XX/XX/2018 for the purchase of furniture and authorization hold was on the account. When the authorization fell off, the funds are released from authorization hold/back to the account. 

I do not appreciate, Bank of America, pointing the finger at me, trying to make me think I am crazy and made the mistake. This is the same thing that happen with XXXX XXXX ; now with XXXX of the biggest scandals of " Money Laundering '' in history. I was not given a " Due Process '' with XXXX XXXX XXXX   when it was filed with the compliance department. 

Bank of America, has not given me a " Due Process '' of an audit on my account for face value of the institution reputation. My account was comprised. 

How many other customers is this happen to? 

Please find attached, XXXX XXXX Receipt of the transactions on XX/XX/XXXX, and the print out from Bank of Americas Financial Institutions in XXXX, CA and XXXX, CA. In addition, a copy of the business cards of the Managers. 

I am requesting a speedy resolve and the funds, {$4400.00} credited back to my account. In addition, the Consumer Financial Protection Bureau will be contacted. 

Respectfully, XXXX XXXX XXXX XXXX, XXXX XXXX

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