Consumer complaint received 2020-05-06
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
My family and I were looking for XXXX Puppies to adopt and after careful consideration of prices, we found XXXX which we were having a 50 % discount on the pups. I then submitted an inquiry on a puppy named XXXX on Monday, XX/XX/2020. The next day XX/XX/2020, at XXXX XXXX I received an email from teacup XXXX telling me the information on prices and the health documents/ accessories the puppies will come with when adopted. The email also included questions for me to answer which were basically asking if I had experience with a puppy before, where I was located, nearest veterinary clinic if I was a breeder, which puppy I would like to adopt when I would like the puppy and my reaction to the pup destroying something worth {$100.00}. The email also included a different website link, XXXX XXXX XXXX, a number XXXX, and pictures of XXXX Puppies. I also received a text message from them at XXXX XXXX contacting me in regards to the puppies and to check my email from them. I sent an email the same day with responses to their questions and the questions I had for them at XXXX XXXX. I also responded to their text at XXXX XXXX saying that I just responded to their email. Questions that I asked were questions about the dog like it being spayed, where they were based, and the shipping cost. The same day at XXXX XXXX they sent out an email stating how happy they were with my responses and that they were based in XXXX, Virginia. They. said the shipping fee was {$150.00} for home delivery. At XXXX XXXX in an email, I asked for more pictures of XXXX and what the next step was. At XXXXXXXX XXXX  they sent another email stating that the puppy was too delicate to fly across the country alone so a nanny would be hired to fly with the puppy here in my state. They said the total was {$610.00} which consisted of the {$460.00} adoption fee and {$150.00} shipping fee and to send it to the account name of XXXX XXXX to the account address of XXXX XXXX. The email also asked for my name, address, phone number, and the nearest airport. At XXXX I provided my information and clarified the total amount of {$610.00}. They then told me to send a screenshot of the confirmation to begin processing the dog bill of sale at XXXXXXXX XXXX. I sent them the confirmation at XXXX XXXX. They then sent an email at XXXXXXXX XXXX asking for the email confirmation and screenshot that and send it to them. I sent the confirmation in my email at XXXX XXXX. They then asked me through email at XXXXXXXX XXXX to sign the dog bill of sale which induced information on the puppy and delivery, also stating that they would ship the puppy first thing in the morning the next day. I sent an email at XXXX XXXX on XX/XX/2020, with the dog bill signed. At XXXX XXXX  they called me with the number of XXXX which comes from the location XXXX, VT according to my phone, and they said to check my email about the delivery information on the puppy. I hang up and check my email that they sent at XXXX with the email address of XXXX and read over it and it stated that I needed to send a total cost of {$820.00} for the shipping fee, which included a crate for the puppy. In the email, it also states to send the payment through XXXX to XXXX for the puppy XXXX, but I had asked for the puppy XXXX. I called them immediately at XXXX XXXX  and told them I was not able to pay for it and I was confused because they told me the total with the shipping and adoption fee was {$610.00}. They said the payment was refundable and I told them I still was not able to pay for it. I asked for a refund and they told me to check my email for the process of my refund. I never got an email and nor have I received the puppy. I contacted my bank, Bank of America, about the situation on XX/XX/2020, at XXXX XXXX, and told me to wait two days and see if I received the dog, which I never did. I then contacted my bank again at XXXX XXXX  on XX/XX/2020, and was transferred between 3 different workers asking for the recall team, waited for an hour and 12 minutes. No response. Contacted the bank again on XX/XX/2020, at XXXX XXXX  and was on hold for 59 minutes with no answers to my questions. I called them again the same day at XXXX PM and was told the recall team was closed and to call tomorrow. I decided to make an appointment with a representative at my local financial center on XX/XX/2020 at XXXX XXXX and the representative and I were on hold for about 30 minutes to an hour and was told the recall team was closed weekends. I decided to call Monday, XX/XX/2020, at XXXX XXXX and was on hold for 1 hour and 49 minutes. I was then helped out at XXXX XXXX  and was provided information about filing a complaint with the FBI and to expect a temporary credit card within a week and that the process should take about 90 days. I filed a complaint at around XXXX XXXX to XXXX and two weeks later on XX/XX/2020. I get a letter from the bank stating that they were unable to approve my claim, however, the date the letter was sent was XX/XX/2020, which shows they reviewed it in less than a week. I called the bank the same day XX/XX/XXXX at XXXX XXXX  and asked how the process worked and why it was denied and was told that XXXX transfer claims are difficult because the majority of the time the clients don't get their money back. I proceeded to ask why and stated that I was confused because they said the process would take about 90 days, not in two weeks, and asked what my next option would be, she didn't have anything to say other than she was sorry about the situation and asked if I should file a complaint with the government and she said yes if that works for me, but after all, I thanked her for her time and help.

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