Consumer complaint received 2022-08-22
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Essentially the Contents of an XX/XX/XXXX Email Sent to XXXX XXXX XXXX at BofA regarding his and BoAs Reply to a Complaint Mr.Manuel XXXX Below is XXXX XXXX 's XX/XX/XXXX response sent to XXXX XXXX 's XX/XX/XXXX Email to XXXX XXXX : XXXX. The XX/XX/XXXX email response is not a resolution of BofA reimbursing XXXX for the loss of her funds due to BofA 's inadequate internal security and safekeeping of customer funds to not allow a hacking by a third party into XXXX 's account, who without authorization stole/transferred {$1400.00} out her account. But the response is only a chronology of what occurred, including the event in which funds were transferred from XXXX XXXX 's BofA account to a XXXX  Bank account, which is the first time, on XX/XX/XXXX, BofA had disclosed this fact, and which is the first time XXXX XXXX had become aware of this financial institution. 

You continually asked me many times, like a broken record, to inquire to XXXX XXXX if she had initiated or made a bank transfer from her BofA account to XXXX  Bank. She categorically did not initiate or activate this questionable or unauthorized transfer whatsoever to any bank or financial institution, including XXXX Bank or XXXX XXXX. I reiterated to you or provided the same answer every time you asked that she had never heard or was not ever aware that such a bank existed until you had mentioned it to me on the above referenced XXXX phone call, and it was also stated in the XX/XX/XXXX email, which contained information about BoA 's investigation into XXXX 's complaint of B of A 's irresponsibility filed with Consumer Financial Protection Bureau ( " CFPB '' ). 

I asked you about XXXX  Bank 's location, you said you are not familiar with this bank. I googled while I was on a phone call with you, and found that XXXX Bank is based in New Jersey with branches, which are located on the XXXX XXXX. It is highly irregular and highly suspicious of seemingly wrongdoing by BofA employees and/or BofA 's XXXX of adequate or its faulty security, when back in XXXX of last year when the first investigation was made by BofA employees XXXX after XXXX XXXX made XXXX complaint about the missing funds, that the employees who completed the investigation were adamant in refusing ( stonewalling ) after her numerous requests to inform XXXX where the transfer went or who was the recipient. As a matter of fact, BofA or its employee ( XXXX ) at that time clearly did not know where the funds went and suggested that she reviewed again her XXXX XXXX account, where many previous bank transfers had been properly authorized and successfully made from her BofA account into her XXXX XXXX account, excluding the unauthorized transfer. 

BofA 's first written reply, a XX/XX/XXXX letter, is a boilerplate or standard letter with no employee name provided of who actually completed and sent the reply. What was even worse is that it contained a BofA dead end telephone number provided for any questions to BofA. It was an unresponsive number because no one ever picked up a phone call after many multiple attempts by her and me. And then the call automatically died after following the cues. The BofA employee, with whom XXXX XXXX had contacted, said that the bank was not allowed to disclose the above-referenced information after her many requests. 

It is absolutely ludicrous that any bank, when requested by its customer can not provided immediately or expeditiously IN A PRINTED OR COMPUTER PRINTED STATEMENT where the funds were transferred ( SPECIFICALLY BANK ROUTING #, RECIPIENT 'S ACCOUNT #, AND NAME ON THE ACCOUNT ). And this bank 's name was ONLY DISCLOSED FOR THE VERY FIRST TIME IN XXXX XXXX XXXX 'S XX/XX/XXXX TELEPHONE CALL TO ME, AND IN XXXX XXXX 'S EMAIL TO ME WITH BofA 'S REPLY, 60 DAYS AFTER A COMPLAINT HAD BEEN FILED WITH CFPB. BofA could have easily and immediately disclosed this information last XXXX when it was first requested, or within the first week or at least within the first 30 days after the filing of a complaint against BofA with CFPB. There is always a DIGITAL OR XXXX XXXX FOR ANY FINANCIAL TRANSACTION ORIGINATED FROM A BANK ACCOUNT. These events lead to even more suspicion of possible wrongdoing by a BoA employee ( XXXX ) with a cover or time to correct a systemic problem of a lack of BofA 's internal security systems to prevent hacking. 

You had called and left a message on my phone at the end of the first XXXX  days after the CFPB complaint was filed to say there is a resolution. Then my returning a call to you on the following business day, you retracted and said there is not a resolution, and BofA needs XXXX more days to provide a resolution. This feet dragging by Bof A and/or its employees to take XXXX  days to provide a response to a very simple and easily answerable issue further suggested irregularities within the bank, which should be investigated by appropriate Federal agencies. This issue is a very simple problem, so it is incomprehensible that BofA needed XXXX  days to respond after the filing of a complaint with CFPB. I am seeing a lot of smoke, so there is very likely a fire. 

XXXX. THE RESULTS OF THE INVESTIGATION WITH ANSWERS PROVIED SO FAR BY XXXX XXXX AND BofA ARE NOT SATISFACTORY AND INADEQUATE. THEREFORE XXXX XXXX AND I NEED WRITTEN DOCUMENTATION SHOWING : A. The XXXX  Bank routing # which was used by the party who made the unauthorized transfer, XXXX. The XXXX  Bank account used for the unauthorized transfer or into where the funds went. 
XXXX The name on the XXXX  Bank account ( BofA XXXX do a thorough investigation to determine if the name on this account is connected in some way to any BofA XXXX ), XXXX The XXXX  Bank address for the bank routing #. 
XXXX Or a printed computer generated statement provided to XXXX XXXX and me showing the above requested " A. to D '' XXXX You stated in the XX/XX/XXXX email response that a new, used XXXX time password was verified internally by BofA XXXX a transfer could be made. How or what was the procedure ( such as a phone text message code sent out ) used for the verification? 
XXXX XXXX are the names of the BofA XXXX who did the investigation and provided the information in its XX/XX/XXXX letter to XXXX XXXX XXXX and who provided the contents in your XX/XX/XXXX email to me? 

BofA must stop hiding information and provide quickly complete answers to all of the above questions/issues, given that THIS COMPLAINT HAS ABSURDLY AND OUTRAGEOUSLY DRAGGED ON FOR XXXX MONTHS, SINCE LAST XXXX, WITHOUT A SATISFACTORY RESOLUTION OF XXXX XXXX CLAIM AND HER RECEIPT OF LOSS FUNDS WHICH SHE ( XXXX XXXX XXXX ) NEEDS FOR LIVING EXPENSES. The answers without any doubt are readily and easily available, so more delay in my opinion only leads to a conclusion that apparently there is a serious deficiency within the bank to safeguard a customer 's account and funds. Possibly other Federal governmental agencies, the California XXXX XXXX XXXX XXXX, and personnel in the Congressional District where XXXX XXXX 's lives could and would look into or investigate this matter and assist in getting a full reimbursement from B of A of the loss funds. 

I look for an expeditious response which fully addresses the above issues. 
Thank you.. 
XXXX XXXX

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