Consumer complaint received 2015-04-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: TN
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
Dear CFPB, My name is XXXX XXXX and my husband is XXXX XXXX. XXXX and XXXX XXXX XXXX, 2015 at XXXX, I accessed my e-mail account to find an e-mail stating that I had just authorized a 3 day transfer from my Bank of America account to a dormant XXXX XXXX account for {$100000.00}. I did not nor did my husband authorize this transaction. As you can imagine, I was absolutely terrified. I logged in to my Bank of America accounts. When I opened the account, I saw that I had $ XXXXdollars in my account. I immediately went to the " Transfers '' section of my BoA account. There was nothing there. I regularly make transfers between my home equity line and my checking account. I always try to keep the equity line as low as possible. There was no transfer information at all. Now I am really worried. 
At approximately XXXX I call BoA customer service. At the same time, I send my husband to our local BoA branch to wait for them to open. We are basically " losing it ''. Someone has obviously breached our BoA account and the bank itself. 
While I am being transferred through the Bank of America system for the XXXX time, I see that a transfer show up. Out of the blue a random transfer just shows up. It is being processed by Bank of America. It is the lone transfer on my account. Impossible. Then, as if by magic, the money is gone. {$100000.00} leaves my bank account within 10 minutes. It was the most unbelievable thing I have ever seen. I 'm telling the person on the phone at Bank of America what is happening and then I 'm being transferred again.My husband is at the local branch. He is reassured that everything will be handled. The local branch is in the process of closing our account that I have maintained for 15+ years and moving the XXXX we have left to a new account. This takes hours. I have to go to the branch and sign a new signature card. The representative 's hands are shaking as we go over the new paperwork. I am asked for my driver 's license and additional id XXXX separate times. I am a Bank of America premier customer. He has never seen anything like this he says. Then, the XXXX branch manager, XXXX XXXX, assures me he will absolutely be on top of this situation to the end. They will pay every automatic bill from our new account. " Do n't worry XXXX says, we are on this ''. At XXXX I still see no resolution. Still missing {$100000.00}. Realizing nothing is happening at the branch I am back on the phone with BoA waiting for some sort of actual reassurance. I am finally told that XXXX at XXXX XXXX in the Fraud Protection department will be handling my claim. I was told that she would contact me shortly. At XXXX, no call and still missing {$100000.00}. I called customer service again and asked to be transferred to XXXX. Apparently that was impossible. I asked to speak with a supervisor. Transfer to XXXX finally complete. XXXX told me not to worry. It may take a few days but everything would be sorted out. A few days? I have IRS payments coming through as well as direct deposits and bill pays. A few days? I asked for this situation to be escalated and for someone to PLEASE figure out where my {$100000.00} had gone. No one had any idea where the money went. NO idea. This is their transfer and you do n't know where the money went? I am losing it. Our family is in an uproar.We are assured by XXXX XXXX and XXXX at BoA that the money will be transferred back by Wednesday. XXXX says it will be back after midnight. I stay up until XXXX. No transfer. Only some bizarre transaction that says my account is in arrears by XXXX. Now I 'm out almost XXXX XXXX. I call XXXX first thing Thursday morning. IRS check does not clear, Mortgage is in arrears for the first time in our lives. We have XXXX and XXXX credit scores. PLEASE HELP XXXX. XXXX and still missing {$100000.00}

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation