Consumer complaint received 2022-11-03
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/XXXX XXXX -> Check my bank account, all my money is there XX/XX/XXXX XXXX -> I check bank account, all the money is there - XXXX -> I check my bank account, XXXX has been taken out of from one of my savings. I see that a joint account has been created ( which I didnt authorize ) that moved XXXX combined from other accounts into it ( account XXXX ). When this occurred, there was no authorization verification sent to my phone. I already set up 2FA and it was always required to log into my bank account. 
- I call BOFA fraud and they put a freeze on all accounts. And submits a fraud claim. They close/disable online banking for the account and I go to set up a new one at a BOFA branch in-person. The new account has access to the accounts on the online banking account that was closed. 
- Scammer initiated a transfer of the XXXX from account XXXX to another account we dont recognize and did not authorize - I freeze my credit at the 3 major credit bureaus XX/XX/XXXX XXXX -> I call the fraud number again and they help me set up online banking for the new account. I ask to unfreeze all accounts except XXXX so I can remove all remaining balances into new account. The service rep on the phone freezes all accounts again after we finish moving money to the new account. Rep tells us freeze means no money can be transferred out of the account. 
- XXXX -> I noticed that the transfer of XXXX to the account we dont recognize is pending - Also filed a police report on this day : XXXX XXXX XXXX XXXX XXXX ) Report number = XXXX XX/XX/XXXX XXXX -> On my end, I see that the transfer of XXXX to the account I dont recognize is now cleared - XXXX -> I go to the BOFA branch in person to talk to a branch manager about whats happening- The manager tells me that on her end, the account is frozen and she cant access it but she can see that the transfer of XXXX was reversed because the account was frozen. I dont see XXXX on our end because the money is being investigated. I dont know if this is actually true XX/XX/XXXX XXXX -> Called BOFA fraud got passed around transfers and being told they couldnt verify us using the new phone number ( took XXXX hours ), spoke with XXXX XXXX XXXX ( ended up transferring us after telling us to wait one moment ). Then ended up speaking to XXXX and she basically told us : - I filed Identity Fraud claim on XX/XX/13 - I need to fill out the affidavit sent to apceramics email and fax/mail asap so investigator can proceed - Investigator will contact me once they receive the fax via email ( that will be our main point of contact ) - Asked for some kind of documentation for evidence of our conversation from XXXX and she told me that she is documenting our conversation in the claim notes and said she cant email me those notes - Waiting on XXXX XX/XX/XXXX XXXX -> Spoke with XXXX. XXXX received documents and put them in the system. Analyst is working on the claim. Any fees incurred while I dont have money will be credited back if the claim rules in my favor. 

XX/XX/XXXX XXXX -> Noticed that the fraud joint account ( XXXX ) is no longer there - XXXX -> Spoke with ( couldnt get name ) - ID fraud only handled, also needed to file a transfer fraud claim which the rep on XX/XX/13 failed to do for me- To get the money back, online banking transfer fraud. They admitted original person who helped mom file claim made a mistake and was supposed to help file both an identity fraud claim AND transfer fraud claim. They only filed identity fraud claim - Account XXXX was closed by fraud claim already, now need to speak to online banking transfer fraud ( department should also have access to ID fraud ) - XXXX XXXX from fraud servicing helped us open transfer fraud claim - Claim Number : XXXX - Number to call to check : ( XXXX ) XXXX XX/XX/XXXX XXXX XXXX Called transfer fraud department speaking with XXXX from Maryland - Told me that on the 10th business day we will receive provisional credit back if a decision on the claim hasnt been made - Today it is currently the 6th business day XX/XX/XXXX XXXX -> - Today is the 10th day since I filed transfer fraud but no provisional credit has been issued yet. 
- Currently waiting on hold with BOFA fraud department to speak to someone who can explain more

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