Consumer complaint received 2022-12-09
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/2022, I fell victim to scammers. While doing an internet search for XXXX customer service, I clicked on what I thought was the proper link- it was not. The person presented themselves as an XXXX customer service rep. I was told to go to my bank and wire {$13000.00} dollars to them. If I did not comply, I was threatened with being arrested. Panicked, I went to my bank ( B of A ) and completed the wire transfer. Later that day I realized I had been defrauded and I went back to Bank of America to tell them what happened, and they were able to help me. 

I asked them to stop the wire transfer and both associates who helped me were able to contact the people of the wire department and stop the wire. These associates ' names were XXXX and XXXX I believe. The next morning, XX/XX/XXXX, the {$13000.00} was back in my account. However, by this time my original account had been closed to make sure the person who initially got the money would not have access again. Unfortunately, I could not transfer the money to my new account. I was told by B of A personnel it would not take long for the money to go back to my new account, and I believed them. The next day, XX/XX/XXXX, they took the money back from my account without telling me why this was done. I only learned of this when I saw my account had a {$0.00} balance. 

I went back to B of A to ask them why the money was taken back. The person who helped me was XXXX and he was not able to get on the phone with a representative from the claims and fraud department. We were on hold for 2 hours and he needed to have his lunch. However, XXXX who first helped me on XX/XX/XXXX with my initial fraud decided to help and was able to get on the phone with them. When XXXX spoke with them, they told her my claim was still being investigated and that is why the money was removed from my account. I was extremely disappointed. Especially since I was told they have dealt with similar cases to mine, and they were all able to get their funds back within in short amount of time. To give me some form of reassurance they told me claims can take up to 40 days, but the money should get back to me is what I was constantly told throughout this ordeal. 

XX/XX/XXXX and the money still is not back into my account, and I have not gotten any calls or emails about why that is. I decided to go there and get an explanation or follow up. I was speaking with XXXX and I want to say she was the supervisor there. She told me I should call the claims and fraud department myself, and if they do it will take up to an hour and that is nothing for them to do on their end. She was not really being helpful and clearly wanted me to call them as she did not want to take the extra step to help me call them. After I pleaded, she finally called them and told me there would be a wait and I said that was fine. I got on the phone with the claims and fraud department and the person who answered her name was XXXX. XXXX told me she could not see the wire transfer but told me it is being investigated still and that I should give it XXXX more days to confirm. However, she was able to get me on the phone with the people who are in the wire department. I did not get her name, but she was able to confirm with me that not only did the wire go through, but the chances of me getting my money back are thin. The reason for this is because the person who threatened me already has the money, and all the banks can do is ask him to give the money back. Of course, I know that is false because I am sure the person who took the money gave me a fake name along with fake information regarding the wire transfer. There is no feasible way they are talking to the person, and they told me all I can do is file a police report. 

After almost 2 months of waiting for a straight answer today XX/XX/2022 they tell me they will not give me back my funds. When I instructed them to stop the transfer when I told them it was fraud, and they stopped it at first but gave the scammer the money and told me there was nothing they can do about it. 

To say that I am distraught is an understatement. I am a full-time college student barely making ends meet. I work a XXXX XXXX XXXX while staying on my own. I barely have enough money to pay my next upcoming rent. Others who experienced fraud in a comparable way were able to get a resolution which included having their funds returned. I do not understand why I am not provided the same courtesy.

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