Consumer complaint received 2023-03-02
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
on XX/XX/ {$2900.00} was transferred from my account without my authorization, on XXXX  {$2900.00} was transferred from my account without my authorization, on XX/XX/ without my authorization. at the time the three transferrers were made i was not receiving monthly account statements by mail. On XX/XX/ i called the B of A customer service phone line to check my balance and was told that my account was suspended on XX/XX/ for suspected irregular, unauthorized or unlawful actions on my account. that is when i was told about the three transfers totaling {$8900.00}. At that time i informed the customer service person that i did not authorize or make any of the ( 3 ) transfers. i was asked to answer security questions that were set when an account was opened online. I informed the customer service person that i never opened a online account. my email address that i set for my account had been changed also. that is why i was not informed that the account was suspended on XXXX. Back to XXXX, I was un able to answer any of the security question so i was told that i would need to go to a B of A branch bank so i could be verified. so i went to the closest B of A branch. When i got to the bank i spoke with the manager told him why i was there and he called customer service. they told me that he needed to verify my identification. the manager checked my id and handed me the phone. at that time I was told my card was going to be suspended and i was going to be issued a check for the remaining balance in my account which was {$13000.00}. they told me the card would take 10 days and the check would take 14 days. Also at that time they re set my email an the security questions to ones i could answer them, they did that on sat. XX/XX/. I called back the next day sunday XX/XX/ and my email and the security questions were changed again. So the customer service person again changed my email and the security questions back to mine. On XX/XX/ i called customer service to find out where my new card was and let them know i have not received a check. I was told that my card was not cancled and that i was not going to receive a check. I told the customer service person that the last time i called i was told that was going to happen. It did not. so the customer service person canceled my card and said it would take 10 days. on XX/XX/ i called customer service and told them i received my new card and i wanted to activate the card. I was told the card had already been activated. And was told that there was another transfer was made on my account for {$5000.00}. I told the customer service person that i did not authorize and did not make the transfer. That is when i decided to withdraw the remaining balance in my account. On XX/XX/ i withdrew {$4000.00} balance of {$4700.00}. On XX/XX/ i withdrew {$4700.00} and a purchase of {$18.00} leaving a balance of {$1.00}. On XX/XX/ i filed a fraud claim for the first ( 3 ) un authorized transfers totaling {$8900.00}. Three days later i was told there was no error and the claim was denied. On XXXX  i filed an appeal for the first claim. That same day i filed a second fraud claim for the ( 4 ) un authorized transfer for {$5000.00}. Three days later i was told there was no error and the second claim was denied. On XX/XX/ i filed an appeal for the second claim and was told it could take 45 days. Three days later i was told there was no error second appeal denied. There are so many things B of A did wrong it is unbelievable. I had ( 4 ) un authorized transfers made from my account Totaling XXXX and i am told there was no error, when there was clearly fraud. I informed B of A within the 60 days required on all ( 4 ) un authorized transfers. there is no way B of A did an investigation in the time they said the did. I did not authorize any of the transfers and i did not make any of them. On XX/XX/ The cfpb issued an order against B of A with the same issues that i went through. this loss has hurt my in many ways. I need my money back. and i also think i should be compensated for everything i have had to go threw.

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