Consumer complaint received 2016-11-07
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Making/receiving payments, sending money

Complaint:
There was a mistake of my mobile transfer with Bank of America ( " BofA '' ), but BofA 's claims department refused to help me to recover my loss. BofA claim department has the worst customer service for wrong online transfer and they violate their commitments to customers. 
On the XXXX of XXXX 2016, I intended to transfer {$2000.00} to a family member through BofA 's mobile transfer. While the status of the transaction was settled on my account but the fund was not received by the family member. I immediately filed a dispute and fraudulent claim to BofA, and I was told the fund went to a wrong people 's account of XXXX XXXX on XXXX/XXXX/2016. And then, I found out the phone number was entered wrongly. There was XXXX number different from my receiver 's. 
On XXXX XXXX 2016, I received the letters from BofA about the status of my claim. The letters states that the transaction is under my instruction, I have to contact the other parties directly for further assistance. BofA 's claim department said that XXXX XXXX responded them that there was no enough fund to cover the return, so that they wo n't return the money to me. BofA refused to provide any information or detail of their investigation 's procedures of my case. I also asked if BofA is able to contact XXXX XXXX for further help or report to XXXX ( the mobile transfer company ) or the wrong account owner for me ; they firmly rejected my requests. Since they stop helping, I contacted XXXX XXXX and XXXX, both of them told my wrong transaction is a member bank transaction ; they could n't help me unless BofA report to them for further assistance. Then I contacted BofA claim department on XXXX, XXXX and XXXX/XXXX/2016 and went to their local branch on XXXX/XXXX/2016 for help. The claim department manager still rejected all my requests, and they even closed my case without my permission. BofA stated that since the phone number was entered mistakenly, they are not responsible to cover my loss or help me to get back my fund. I filed a complaint to their complaint department on XXXX/XXXX/2016, but no one from BofA has contacted me about the complaint 's situation by now. 
However, according to their policy, they commits that customer is not liable for fraudulent transfers or bill pay transactions made via online or mobile when the transaction are reported promptly. I reported the mistake to BofA four days after the transactions, and I provided everything I can, but they are not helping me at all. What 's worse, while all the parties including XXXX XXXX and the mobile fund transfer company suggested me that the only effective and efficient solution is BofA report my needs to them, BofA completely closed my claim without my agreement. 
Moreover, firstly, I strongly think BofA 's mobile transfer function is a big trap. The way to using BOFA mobile transfer is not designed well. When I created a new mobile transfer recipient, the phone number is only required to enter once. Since it is a mobile fund transfer, the phone number is the most important and only information they use, but why there is only required to enter once? BofA has a big mistake on designing the phone application 's mobile fund transfer. 
Secondly, there are receipt 's name and phone number required for doing mobile fund transfer. My {$2000.00} transfer was not appropriately settled or completed by BofA because the recipient 's name I entered does not match the phone number. Technically, this {$2000.00} mobile transfer should be invalid, and it should be automatically refund to my bank account. 
I attached the screenshots of the mobile transfer process to show you how it is operated by cell phone.

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