Consumer complaint received 2021-01-21
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On Sunday night, XXXX XXXX, I created a XXXX account with Bank Of America to send money from my checking account to a XXXX XXXX in XXXX, California in order to purchase a Bichon as advertised on his Web site XXXX. On the XXXX page, I requested a payment of {$950.00} be sent to XXXX XXXX. On Monday, XX/XX/XXXX, at XXXX XXXX  I returned a telephone call and spoke to XXXX ( XXXX XXXX XXXX ) at the Bank of America call center. XXXX strongly recommended that I not make the XXXX transfer as he strongly felt that XXXX XXXX was a scammer. He pointed out that the photos on the XXXX website were of single dogs and that these dogs were relatively mature to be puppies. After I agreed with his appraisal, I agreed to withdraw my request for the XXXX transfer. My partner, XXXX XXXX, who actually desired the puppy, spoke with XXXX and she also agreed that the XXXX request should be withdrawn/blocked. XXXX reassured XXXX and me that no funds would be transferred to XXXX XXXX and that he felt we had made a wise decision. 
On XX/XX/XXXX, I noted on my online Bank of America web page that a {$950.00} XXXX transfer had been made from my checking account to XXXX XXXX. I called the Bank of America call center ( XXXX XXXX XXXX ) and XXXX with XXXX who transferred my call to XXXX in the Claim Center ( XXXX XXXX XXXX ). XXXX initiated a claim # XXXX and told me that a resolution of my claim might take up to 45 business days. I telephoned the claim center on XX/XX/XXXX, and I spoke with Enrigue who said no resolution had occurred and that I might call again in one week. On XX/XX/XXXX, I spoke with XXXX at the Claim Center. XXXX said that no resolution had occurred, but I call might call back on XX/XX/XXXX for an update. On XX/XX/XXXX, I spoke with XXXX at the Claim Center. XXXX said that there was no change in the status of my claim and that I might call the Claim Center in 5 business days for an update. On XX/XX/XXXX ( Business day 40 ), XXXX at the Claim Center said that there were no new updates and that I should expect to receive and resolution status email Monday or Tuesday ( XX/XX/XXXX or XX/XX/XXXX ). On XX/XX/XXXX, I spoke with XXXX about my claim and to inform him that as of that date, I had not received the promised email from the Bank of America about the status of my claim. XXXX said that XXXX had errored in saying that I would receive an email on XX/XX/XXXX or XX/XX/XXXX I stressed that if my claim was denied that I would have to contact the Consumer Financial Protection Bureau. After being placed on hold, XXXX consulted with a 'specialist '. Returning on the telephone line, XXXX informed me that the specialist suggested that I contact the Consumer Financial Protection Bureau. XXXX also said that once my claim was fully coded in their system that I would receive a claim resolution notification by US Postal Service. On XX/XX/XXXX, I received a US Postal Service delivered letter dated XX/XX/XXXX, stating 'XXXX  , unfortunately, we're unable to approve your recent claim '. -- -- My Claim -- -- That Bank of America had failed to fulfill its promise to block the XXXX payment to the scammer XXXX XXXX on XX/XX/XXXX. Bank of America should admit to it error and refund my {$950.00}. 

Since XXXX, an employee at the Bank of America call center, promised t to block the XXXX transfer, it was should have been blocked.

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