Consumer complaint received 2016-11-17
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NC
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
Issue 1 - Events : XXXX. There were many fraudulent transfers related to our valid Bank of America Account Number XXXX between XXXX/XXXX/2016 and XXXX/XXXX/2016 : 2. XXXX of fraudulent transactions were of {$3000.00} for a total of {$6000.00} from our account to a XXXX account on XXXX/XXXX/2016 3. There were XXXX refunds of {$3000.00} for a total of {$6000.00} to our account from XXXX on XXXX/XXXX/2016 - XXXX itself XXXX fraudulent transactions. 
4. I have reported to Bank of America on XXXX/XXXX/2016 that I did not make any of these transaction and the next day on XXXX/XXXX/2016 an employee of Bank of America transferred back to the fraudulent account in XXXX this refund depriving us of additional {$6000.00} without my permission - only based on a general comments that I did not make all these transactions. 
5. The same happened with the fraudulent transfer from our account on XXXX/XXXX/2016 from XXXX XXXX that was refunded XXXX/XXXX/2016 and again your bank transferred back this refund depriving us of additional {$54.00} 6. The money after 4 months have never been refunded to me, I, however, received verbal promises with multiple so called escalation including manager escalation after I complained several times but always followed by letters denying the claims and no guidance what to do in the situation of the fraud. 

Issue 1 : Bank of America Interpretation : Since I said that I did not make the refund transactions, Bank of America claim that they had to transfer money back. Can Bank of America employees differentiate between the term of " transaction '' and " refund of transaction ''?. Is claiming that " refund '' of the " correct refund '' is the bank policy and according to the banking standards? 
Issue XXXX - Summary : Electronic thieves have stolen from our account around {$17000.00} and after asking Bank of America for help, the employee of Bank of America raised our loses to around {$23000.00}. Bank of America transferred to the thieves account in XXXX {$6000.00}. Can you help us recover this money? 
Issue XXXX - Events : There were many fraudulent transfers from our account between XXXX/XXXX/2016 and XXXX/XXXX/2016. Bank of America still have not refunded ( in addition to issue 1 ) the following : XXXX. {$2500.00} transferred fraudulently from our account to fraudulent XXXX Bank account on XXXX/XXXX/2016 XXXX. {$500.00} transferred fraudulently from our account to to fraudulent XXXX Bank account on XXXX/XXXX/2016 XXXX. {$3000.00} transferred fraudulently from our account to to fraudulent XXXX Bank account on XXXX/XXXX/2016 XXXX. {$500.00} transferred fraudulently from our account to to fraudulent XXXX account on XXXX/XXXX/2016 XXXX. The money after 4 months have never been refunded to us but XXXX Bank claims that {$6000.00} is in the closed fraudulent account since XXXX and it is waiting for indemnity letter from Bank Of America. 
Issue 2 : Bank of America Interpretation : No cooperation with XXXX Bank and XXXX bank Issue 2 - Summary : {$6000.00} is in the fraudulent account in XXXX Bank since XXXX and with proper guidance and action from Bank of America the money could be recovered long time ago. Can you help us and request Bank Of America to write XXXX letter or another appropriate to XXXX Bank and Key Bank? 
There are many more details about our dreadful experience with Bank of America. Neither Fraud Department nor Branch Manager and other representatives in XXXX, NC, provided any helpful guidance for these issues.

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