Consumer complaint received 2021-12-08
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On the evening of XXXX, XXXX XXXX I have sent the payment through the XXXX from Bank of America Mobile app. This was the common rent payment and I did 5 last years. But at this time the landlord didn't receive the amount of {$1500.00} because the other person was enrolled under his cell number to XXXX I filled the dispute to Bank of America and they declined my requests to return money. But the money was send to completely wrong person and I didn/t know about it and I have all evidences to proof that it was wrong person. 
The timing of the story : XX/XX/XXXX we used XXXX to transfer {$1500.00} from my Bank of America account to XXXX XXXX ( who is our lendlord ), which he did not receive. ( transaction was charged from the account on XX/XX/XXXX ) XXXX XXXX tried to connect the person who now own his number. He or She said that he didn't receive any transaction on those dates, and that he own this number for a few months. ( All screenshots of the discussion will be attached ) XX/XX/XXXX we went to Bank of America on XXXX XXXX, XXXX NC. During the meeting with a BOA Customer Service Representative agreed to bring his manager over to discuss this case. The manager agreed to set up a case to trace the transfer, and an appointment was scheduled on XXXX XXXX. 


XX/XX/XXXX We went to Bank of America on XXXX XXXX. The same Customer Service Representative did a few things : 1 ) checked XXXX XXXX BOA account to make sure the {$1500.00} was not received. 2 ) called a BOA internal team to set up a case, which was captured in the attachment. 3 ) asked me to follow up based on the information provided to him after XXXX weeks by calling XXXX, and use Case # XXXX. 

Then I received the mail from the Bank of America that transaction was received by the customer who is owning the XXXX 's phone number ( will be attached ). 

Then I tried to contact that person by phone, the man was answered ad drop the phone call immediately and blocked me. 

Let me please repeat again, the person- who I have sent money to is the wrong person who just enrolled to XXXX, he was saying that in messages, you will see. This is the big money transfer institutional issue, when you don't know when the person, who you were sending money for more than 5 years doesn't use his phone for zelle anymore until other/wrong person will enroll. 

I have the messages with my landlord already, when this phone number was under his name. So I didn't think that something could happen, cuz I used it 5 more years. 

I am not safe as a consumer in this case. 

I am asking to Bank of America to do a manual underwriting of my situation, cuz for the XXXX last month I did my investigation and I have all proofs of the wrong transaction and XXXX service issue. I want to explain to the fraud representative all my paperwork of screenshots.

I want my hard earned money back.

Hope for understanding and resolving my situation.

Thanks

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