Consumer complaint received 2021-09-30
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 approx. XX/XX/21, I noticed I had sent two separate {$1500.00} ( {$5000.00} total ) transactions to the wrong recipient on XXXX one was sent on XX/XX/21 ( posted XX/XX/21 ) and the other on XX/XX/21 ( posted XX/XX/21 ) I immediately contacted my bank ( XXXX XXXX  ) the following business day ( XX/XX/21 ) and they informed me that I could file a dispute on the first transaction ( {$1500.00} ) but not on the second because it was still showing as pending and seeing as I had changed the phone number to the correct number they hoped, we all hoped it would end up being sent to the valid phone number it was not. I contacted the bank again to file a dispute I was told a second one was filed ; however, I am not sure it ever was because I never saw a copy of the dispute. Upon filing the dispute, I was told it could take 15-45 days to get a response I periodically checked back with XXXX to see if my dispute had been resolved XX/XX/21, XX/XX/21, XX/XX/21, XX/XX/21. On XX/XX/21, I was told that it had been 31 days, and it can take up to 42 days before we get a resolution. Starting on XX/XX/21, I contacted XXXX XXXX. On XX/XX/21, I was returned {$1500.00} of the {$5000.00} from Bank of America. On XX/XX/21, I requested XXXX to appeal for a dispute to recoup the remaining {$1500.00}. On XX/XX/21, I was told my appeal had been submitted, and it would take an additional 42-25 days. On XX/XX/21, I checked with XXXX, and there was no update on the request. On XX/XX/21, I checked again with XXXX and never heard back On XX/XX/21, I contacted XXXX again and was told, We opened a second service request for her for the second dispute, but it was denied by the receiving financial institution. ( Bank Of America ) The first XXXX we were able to get returned as a courtesy from them, but the second one is out of our hands, unfortunately. The customer can contact XXXX directly by going to their website and clicking through the Contact Us tab at the bottom of the page or perhaps try through Bank Of America, but Im not sure how much help they would be at this point. On XX/XX/21 I contacted XXXX to try to get some help from them and was told I needed to go to my financial institution. I contacted Bank of America on XX/XX/21 and was told there was nothing they could do for me even though one of their customers ( based on email traffic ) is the person who accepted the money that was sent. Just for reference, my husbands phone number I was trying to send it to ends in XXXX, and I sent it to a WRONG number ending in XXXX. The transaction ID for the XXXX payment that was NOT refunded/returned is XXXX. Also, the Bank of America customer 's account # ended in XXXX ( this is the WRONG account ) and I have no idea the individual who is on this account. 
The money should have gone to my husband XXXX XXXX but he has not received it.

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