Consumer complaint received 2017-06-24
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I received a phone call on X/X/17 from Bank Of America Rep in the XXXX XXXX Branch my Dad who is XXXX was in the banking center several times that day looking for money that was put into his joint account with me. I told the Rep not to let him make any deposits or withdraw money he does not know what he is doing, He has no money to deposit or withdraw he has been retired for 15 years he does not work. This is elderly fraud. The Rep said she would inform the Manager XXXX XXXX. The Manager let him deposit a check from XXXX Check {$1000.00} and {$500.00} Cash withdrawn from XXXX XXXX. The check was given to him from XXXX for a rejected transaction that he was sending money to XXXX & XXXX also elderly fraud. He does not know anyone in these countries. Then she let him make a {$1000.00} cash deposit into a BOA Texas Account to someone he does not know. Which are known to be fraud accounts a lot of people deposit cash to these accts and the bank does not do anything to stop them? X/X/17 He returns to the BOA Branch and the manager XXXX finds a joint account his sister 's burial savings acct with his name for emergency and lets him transfer {$1500.00} into the same fraud Texas acct ending XXXX. I went to the branch in person to talk to XXXX and told her this must be reported to the elderly abuse dept. that she did not know any existed this is all fraud and why did you let him do these transactions. She insisted nothing is wrong with my Dad and told me how she found another acct that my Dad name was on the one with his sister burial. I said he would never withdraw from that account it not his. She said his name was on the account. He never authorized or would withdraw from that account. He is legally XXXX and would not be able to complete the transaction. On XXXX I XXXX and could not get a corporate customer escalation number called three numbers no longer in service. spoke to XXXX supposedly customer resolution very rude says there is no elderly abuse dept. I went into the XXXX XXXX Office on XXXX spoke to the manager they did not know of elderly abuse dept. tried to get Operations Manager XXXX XXXX was on Vacation, Spoke to XXXX XXXX she said she would help. She said to go into a branch and she would tell me what to do. Went to XXXX XXXX. branch Kept me waiting for 15 minutes with no one at customer service ask for manager XXXX XXXX to call XXXX. XXXX called XXXX again did not call back would correct the problem. XXXX XXXX no longer at that position referred to XXXX she would take care of the problem and credit money needs POA would let me no were to fax. Called back XXXX tried to call on vacation for two weeks Went into XXXX XXXX Branch Manager XXXX XXXX XXXX he E-mailed the POA to XXXX never responded or credited the accounts. My aunt is XXXX and had to send her into her Branch in Maryland to close all her accounts and put them in her name only. Because the Manager XXXX and the employees at BOA think that customer do not have to authorize their transactions and assist people with disabilities he is also a Veteran, I would greatly appreciate a credit for the {$1000.00} and {$1500.00} withdrawn from my Aunts account. Thank you for your help.

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